Date Received: 2022-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Mr Cooper Mortgage Co. After setting up my automatic withdrawl for payment with them, they proceeded to take multiple payments ( 3 ) out of my account the first month. It took several calls and numerous months to fix this simple issue. Secondly, I made several extra payments in order to pay my loan off quicker. I paid my 15 year mortgage loan ( # XXXX ) off in approximately 50 months. In late XXXX of XXXX I called to get a payoff amount on my loan. The representative told me there would be a {$35.00} charge to get that information. I laughed and said are you kidding me? Out of principle I did not get the exact payoff amount. Instead I chose to just pay as I recall about {$88000.00}. on the balance of roughly XXXX Assuming interests and escrow balance would wash out the following month. If I owed a few extra dollars than Mr Cooper would adjust my account and I would pay it the following month. Likewise if Mr Cooper owed me than a check would be issued to me. I waited several days and went on line to check the updates made to my account. A message instead came up on my account and said CONGRATS YOUR LOAN HAS BEEN PAID IN FULL. No numbers or statements were available for me to review. I called Me Cooper and they told me on at least 5 different occasions that the balance was XXXX. No money was owed to either party. Two supervisors even stated this to be the fact. I let them know this was impossible. After all there was a couple thousand dollars in my escrow account at the time of my final payment. I thought about calling an attorney but thought better to allow this company to rectify the matter. Again upon calling i was told i owed nothing nor would i be refunded any dollars. I told them that's impossible. I randomly picked a dollar amount and made that last payment and it worked out exactly to XXXX. Sounds a bit fishy to me. I received a letter date XX/XX/XXXX from MR Cooper. It contained my loan number, full name and property address. It also contained a Customer Service number to call. I called it and made reference to the statement in the letter that Payments and interests were not properly applied to my balance and that I would be receiving a check under separate mailing for the difference. No amount was given nor was there a date or timeline. In fact the representative told me he saw no record of any such letter. The hits just keep on coming!! This seems ridiculous to me. I paid my loan off in the end of XXXX of XXXX and I am still dealing with this inept company. They should be fined and reviewed for other errors. I am sorry to complain but I need your help
Company Response:
State: FL
Zip: 32937
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company failed properly calculate the value of my property taxes. The mortgage company failed to put enough escrow aside. So they ended up making a lump sum payment which also includes fees. Therefore I crease my monthly payment by {$700.00} This is outrageous. Increasing someone monthly payment due to the failure of properly assessing my escrow account t is not my fault. I can not afford an I create mortgage of this amount. I have been making monthly payments each month. On time since having this mortgage. Now with the Iincrease of {$690.00} due to them having to pay property taxes owed .. because they failed to assist the taxes and they paid late. Is not fair. My mortgage monthly escrow before was {$410.00}. Which was due to {$1000.00} in insurance and {$3900.00} in my homes annual taxes. Making mortgage {$2600.00} My monthly escrow should be now {$470.00} max ( since I change my insurance ( {$1700.00} for Insurance and {$3900.00} in taxes ) Instead of my mortgage monthly escrow being XXXX the mortgage company says my monthly escrow is {$690.00}. This is not accurate. And also not fair to even charge me late fees and interest due to them failing to pay the county ontime. Please help me get resolved as this is outrageous and not fair to increase ones mortgage for no fault of my own. *** fair solution is to have my monthly mortgage be accurate. To reflect escrow of XXXX ( based on {$3900.00} of annual taxes and {$1700.00} for insurance ) which mortgage should be instead of {$2600.00}. Should be {$2700.00} as the ONLY thing I changed was my insurance. Property taxes has always been the same to date.
Company Response:
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XXXX was transferred to Mr Cooper I'm not able to access their website to make a payment my payment will not be able to be made until it's late I have not received any paperwork or contact by them.
Company Response:
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had following 3 loan # s in COVID-19 related forbearance with Mr. Cooper/Nationstar Mortgage with the unpaid balances as follows : # XXXX for {$360000.00} ( primary residence ) # XXXX for {$110000.00} # XXXX for {$120000.00} I just finished trial payments and was approved for a loan modifications for all 3, however the Mod. Agreements they sent me had a paragraph that basically directs me to transfer leasing authority to the lender even if I'm not in default. I called the Customer Service on XX/XX/XXXX and the rep. agreed that the language needed to be added and stated that I should add the statement about applicability only if I'm in default which is what I did. However, a week later, they sent me a note saying that I either need to sign the agreement as is w/out any changes or face foreclosure -THIS INTIMIDATION WHEN THEY MADE A MISTAKE, IS NOTHING BUT PREDATORY LENDING! Yesterday, I called the service again and followed up with an email below. Today I called them and told them that if I didn't receive a written confirmation of what rep told me over the phone, I would be filing a complaint w/CFPB. They have not responded since and the pmt is due tomorrow. -- -- -- -- -- Forwarded message -- -- -- -- - From : Luxury Realty XXXX Date : Tue, XX/XX/XXXX at XXXX PM Subject : URGENT : Loan ( # XXXX ) Modification Agreement language To : XXXX Hello, I'm contacting you regarding the ticket # XXXX that I received via secure Message Center in response to the issue I reported on XX/XX/XXXX w. the Modification Agreement I signed. Specifically, Section 6 ( g ), paragraph 1 implies that Mr. Cooper can take over existing leases or execute new ones, regardless of whether my loan is in foreclosure status or not. I called the Cust. Service on XX/XX/XXXX about this issue and the rep agreed that the language should indicate that paragraph being applicable only if I default on the loan and told me that I should add that statement and initial it, which is what I did the same day ( see attached ). I just got a letter stating that the agreement language can't be modified so I called again and the rep confirmed the same, but also confirmed that Mr. Cooper would never try to change any existing leases or start new ones unless I was in foreclosure. Verbal confirmation is great, but I need someone to respond to this email stating the same in which case I will send back that page w/out my handwriting ; basically something that tells me that my current tenants are not going to be asked to leave or I'm told that I need to lease the property to a new tenant. Same exact issue exists on agreements for my other 2 loans, but a single email or letter ( if that's easier ) that states that Sec. 6 ( g ) Paragraph 1 is applicable when loan is in Foreclosure status will be sufficient. Thank you. XXXX XXXX
Company Response:
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX Veteran XXXX XXXXXXXX XXXX XXXX XXXX. I submitted paperwork to my county tax appraiser to have my property taxes reduced from $ XXXX year to {$330.00} a year. I was provided a letter from the county stating my new reduced property tax amount of {XXXXXXXX} On XXXX XXXX I submitted this letter to my lender and the escrow department, requesting a review of my reduced property tax. On XXXX XXXX my lender [ Mr. Cooper ] sent me a reply saying they would take 7-10 days to research my request and if there was an issue they would contact me. I had made two follow up calls one around XXXX XXXX and the other on XXXX XXXX. On both occasions I had asked for a status on my property taxes and why havent they changed the amount to what the county is now charging me. On both occasions I was put on hold for lengthy periods of time with no resolution and only to be told they have 7-10 days respond. They have had over 30 days to respond. The latest correspondence we received was on XXXX XXXX that was dated XXXX XX/XX/2022 telling me they have called the county and confirmed my taxes have not changed and therefore they will not reduce my mortgage amount. I have a letter from the county tax appraiser that contradicts what there telling me. There seems to be a strong reluctance from this company that they dont want to process my request and lower my mortgage payment. I have the documents to prove my case. I find it hard to believe the county in which I live told them my taxes didnt change. Here is the companys information : Mr. Cooper XXXX XXXX XXXX XXXX Texas, XXXX Phone:XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 32720
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my Florida property on XX/XX/2022. The mortgage was serviced by XXXX XXXX XXXX XXXXNationstar Mortgage XXXX . I received the correct closing proceeds from the XXXX XXXXl title company the same day on XX/XX/2022. Several weeks later on XX/XX/2022 I received a bank wire to my checking account from XXXX XXXX for the amount of {XXXX}. I contacted XXXX XXXX on XX/XX/2022 to ensure this was correct. Per the attached memo the transaction was correct. I called XXXX XXXX XXXX XXXXNationstar Mortgage XXXX to verify as well. The mortgage company stated the transaction is correct and the funds were mines to keep. I emailed XXXX XXXX XXXX XXXXNationstar Mortgage XXXX XXXX XX/XX/2022 to address the issue and was given the same response to keep the funds. I followed up again XX/XX/2022 and received a response on XX/XX/2022 that they will review my account. Followed up again on XX/XX/2022 and the mortgage company stated to return the funds and did not provide details why to return the funds. I did not use any of the funds due to the nature of this issue.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I would like to file a complaint against my mortgage company : Nationstar ( Mr. Cooper ) XXXX. # XXXX, XXXX XXXX XXXX XXXX, XXXX, Tx XXXX XXXX. # XXXX. My former mortgage company, XXXX XXXX transferred my loan as of XXXX. of XX/XX/XXXX to Mr. Cooper. My last payment of {$840.00} ( principal {$350.00} & interest of {$490.00} ) was made on XX/XX/XXXX to XXXX XXXX. On XX/XX/XXXX I made my first payment of same amount to Mr. Cooper for the month of XX/XX/XXXX. My next payment for the same amount was made on XX/XX/XXXX for the month of XX/XX/XXXX. All of these transaction was made through my XXXX XXXX XXXX, I have the monthly bank statements. At the end of XXXX we decided to payoff the mortgage, a wire transfer was made on XX/XX/XXXX to Mr. Cooper for the amount of {$190000.00}. I noticed that they have added a full month of interest to the payoff amount. I questioned this added interest and I was told that their accounting people will sort through and I will be reimbursed. The only reimbursed amount I received is {$110.00}, I think they owe me the balance of {$370.00}. I have paid fully ( P & I ) for the months of XXXX and XX/XX/XXXX. I have contacted Mr. Cooper 's office with no result. I greatly appreciate your help in this matter. The Loan # is XXXX My address : XXXX XXXX XXXX XXXX, XXXX, NC XXXX My Tel. # XXXX My email : XXXX XXXX
Company Response:
State: NC
Zip: 28226
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/2022 my mortgage was purchased by Mr.Cooper. I typically pay my mortgage in XXXX partial payments. My XX/XX/2022 payment was the first payment to go directly to Mr. Cooper. I paid as typical. in XXXX partial payments, which was never an issue with my previous company. Mr. Coppers website and app has partial payments as an option. I was charged a fee in XXXX because according to Mr. Cooper although my payment ( and additional {$150.00} in principal I paid ) went towards an unapplied funds account. I called Mr. Copper 14 times and couldnt get through on their phone system. I emailed the company three times and received no response. I had to take a day off of work, to stay on hold for 2 hours in order to speak to someone from Mr. Cooper. Finally Mr. Cooper reversed the fee, and applied the funds correctly- BUT Mr. Cooper reported to credit companies that I did not pay my mortgage AND they placed my additional principal payment of {$150.00} towards a forbearance payment. I have never ever been late with a mortgage payment, and have excellent credit. I want this company to be addressed for reporting false information about me to the credit companies. Furthermore, Mr. Cooper does not answer their phones for hours and never reply to written inquiries or requests. The representative I spoke with stated he submitted an investigation request. It has been two weeks, and I still have no response from the company. I was only able to reach a representative after 14 prior attempts to call them. I was unable to wait on hold longer than 1 hour those 14 times. I had to take a day off to wait on hold for 2 hours to speak to a representative. These are poor business practices and failure to respond to written complaints, in addition to reporting false information.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had listed this complaint with you before about Mr Cooper/ Nationstar losing my XX/XX/2021 payment in which you didnt ever get resolved. They said that I didnt make my payment in XXXX of 2021 in which I did and have sent the documents proving that I made the payment. Now they are completely ignoring me and my emails. I have complained with their research department and their executive resolutions department and still nothing happened. I have e even filed a complaint in their complaint department and still no one has contacted me back. I had asked you over a month ago to help me fix this issue in which you didnt. I am XXXX that it has been XXXX months and there is still no resolution to this issue. I want some results this time out I am going to have to find a lawyer
Company Response:
State: NM
Zip: 881XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went to settlement in XX/XX/XXXX. Prior to the first mortgage payment becoming due I was notified HUD was transferring the loan., There was no ESCROW analysis done by the mortgage company until XX/XX/XXXX. In XX/XX/XXXX, I received notice that the monthly payment was going up $ XXXX ( rounded ). I noted that the Real Estate Attorney transferred $ XXXX ( rounded ) at the time of settlement. Each month, the Lender/mortgage Company -- Nationstar Mort LLC DBA Mr. Cooper also sent statements saying he was collecting an amount over and above the $ XXXX he received. When I received the ESCROW analysis, I began to ask questions on how he calculated the increase. I think it significant I think since it did NOT include Hazard insurance or any other expenses except, principal interest and taxes. I began asking questions on how the new amount was calculated. They said they would respond in 7 days, then 10 days and now 30 days. I researched and can not determine how much I paid in taxes ; how much was reported to the IRS was different than what I thought I should owe. The Seller did NOT appear to pay their share if they did, it appears they Mr. Cooper over collected and potentially over reported my portion to the IRS. Several days ago I received notice Mr. Cooper is transferring the mortage/loan to another party - SLS.
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A