Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We sent certified to Mr. Cooper and the issue is still unresolved. After Mr. Cooper 's review is still are short in escrow, due to their errors since XXXX example : Starting XXXX XXXXwe start the year with {$390.00} plusand all the way through XXXX XXXX with a positive amount.Started XXXX XXXX with negative {$90.00} and we were paying {$210.00} every month in escrow until XXXX. XXXX escrow should have stayed the same or slight increase.Mr. Cooper decreased our escrow starting from XXXX. XXXX from {$210.00} to {$130.00} until XXXX XXXX causing a huge shortage coming out of XXXXMr. Cooper states that 2 homeowners insurance submitted for payment - both from the same company on XXXX XXXX, XXXX the amount of {$1100.00}. and then XXXX XXXX, XXXX {$70.00} came-but Mr. Cooper only included {$70.00} in escrow analysis for XXXX. Other errors by Mr. Cooper were the following : We pay 2 taxes : a property tax and home taxMr. Cooper is charging us a misc. tax - which the state of SC knows nothing about.From XXXX {$220.00} shortage for the year - which increased our mortgage payment to $ XXXX.From XXXX {$120.00} shortage for the year-mortgage went to $ XXXXFrom XXXX $ XXXXshortage for the year-mortgage went to $ XXXXThrough no fault of ours-the payment should not have dropped that low. The reason they gave us again was the escrow analysis only included the {$70.00} the error on their part.We are not aware of how the insurance company submitted for payment. The escrow analysis in XXXX XXXXfrom Mr. Cooper- is showing a {$3200.00} shortage.The analysis is showing what our new mortgage payment would be from {$770.00} to $ XXXX6.Mr. Cooper after submitting all the paper work pointing out errors that were made completed supposedly another anaylsis : $ XXXX taking our mortage to $ 1,012.07.Taking {$360.00} from the original {$3200.00}. Payment to escrow amount $ XXXX mortgage payment of XXXX {$370.00} went to escrow.Still say we owe {$2900.00}.
Company Response:
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper is the servicing company on my loan. I contacted them via the secure message feature XX/XX/XXXX and XX/XX/XXXX and only received automated responses that they would contact me within 5-7 days. There has been no contact. I received my escrow statement XX/XX/XXXX and PMI is still listed so I contacted them via chat and was told I needed to call. XXXX gave me 3 numbers to call. After being disconnected and on hold I finally reached agent XXXX XXXX on the 3rd number who told me she could not find my loan information although I was authenticated by their system. My loan reached the legal requirements to remove PMI and that is all I want done.
Company Response:
State: OH
Zip: 44112
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called for a forebearance in XX/XX/XXXX due to hurricane Ida. Our area was heavily impacted and a lot of repairs we had to do ourselves immediately coming back to home. I was told I could have a 6 month forebearance starting XX/XX/XXXX and then it could be extended after 6 months for a total of 12 months. This loan was a balloon payment loan and this was discussed during the call. However, I was reassured I would have 12 months total to get finances on track. On XX/XX/XXXX I called mr cooper because I knew I only had 1 additional month in first f months of the forebearance and wanted to get a head start on getting my extension in place while I had the time because I work long hours. At this time the lady I spoke with reassured me again that I could extend the forebearance for an additional 6 months but that I was calling too early to call back on XX/XX/XXXX and at that time I could extend from XXXX - XXXX. XX/XX/XXXX I called mortgage company to extend my forebearance and was told I could not do it bc the loan had matured. When the forebearance started in XX/XX/XXXX the loan had matured that month and no one ever advised me of this. Had I known this I would have made other arrangements to pay and not wasted time thinking I at least had another 6 months to get my affairs in order. So I asked for a modification and was told the lenders did not do modifications that I could do a short sale. I was unable to XXXX bc they incorrectly flagged my credit report to XXXX that I was 120days late on my mortgage in XX/XX/XXXX. Which is not true. I also disputed this with XXXX. My first mortgage is current this is my second mortgage. My complaint is not only did 1 representative advise me with incorrect information but 2 did. This is not my fault I did my part by remaining in touch with the mortgage company only to be told incorrect information. Now they are threatening to foreclose on my property for XXXX balloon payment with no other options due XX/XX/XXXX. Mr cooper is the most unorganized predatory, unorganized, undertrained lender who lie to consumers then take their property. Oh and they dont put anything in writing when I asked for something in writing. Please advise
Company Response:
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was previously with XXXX XXXX and I had zero issues with them. In XXXX, they notified me my loan was transferring to Mr. Cooper XXXX XXXX XXXX XXXX and I should send my XXXX payment to them at XXXX XXXX XXXX, XXXX, TX XXXX. I had my XXXX mortgage payment sent to the new company and address as instructed through my XXXX XXXX XXXX online bill pay like I used to send my payments to XXXX. I can see an electronic image of the payment where it was deposited by the new company on XX/XX/XXXX but they still have not applied it to my account yet. I don't believe I received my first notification from the new company ( Mr. Cooper ) until around XX/XX/XXXX when I received a statement showing my payment had not been applied so I emailed the company on XX/XX/XXXX. After several of my emails were not responded to, I contacted the company by phone on XX/XX/XXXX and their representative, XXXX, contacted my bank with me on the phone to confirm the payment was sent, deposited on not returned. On XX/XX/XXXX, XXXX also had me email her supervisor, XXXX XXXX, the front and back electronic images of the check which I did on XX/XX/XXXX. On XX/XX/XXXX and XX/XX/XXXX I sent follow-up emails to inquire about the progress and XXXX replied XXXX XX/XX/XXXX that he called me three times ( though he did not leave a voicemail and would not provide the number he allegedly called from when I asked since I didn't have three missed calls in my call log ) and on XX/XX/XXXX stated he wouldn't help me any further until I provide him with my entire bank statement which I let him know seemed like an invasion of privacy but I did provide him with my entire bank statement on XX/XX/XXXX to try to resolve the issue. After XXXX didn't reply to several more of my emails asking what the status was, what other steps I could take and if anyone else there could help I called again on XX/XX/XXXX and another representative told me XXXX hadn't opened a case or logged my bank statement so I had to send electronic images of both checks ( my XXXX and now XXXX payment ) and my entire bank statement again. She opened up cases XXXX and XXXX for me and told me they should be resolved no later than XX/XX/XXXX. I called on XX/XX/XXXX and they said there had been no update but XXXX would contact me XX/XX/XXXX or XX/XX/XXXX at the latest which he did not. I have been calling almost every day since and no one can help me or transfer me to someone who can, they all say I have to wait for XXXX who doesn't respond to my emails or call me back. They have had my first payment since XX/XX/XXXX and still haven't applied it to my account yet. They confirmed with my bank the payment was sent, deposited and not returned and I sent them the requested electronic images of the check on XX/XX/XXXX. All the representatives have told me once my 60 " grace period '' ( even though I paid on time ) is up, I will be reported to the credit agencies and assessed late fees which they SHOULD be able to reverse. The amount of money I used to pay XXXX and what I know owe Mr. Cooper has also increased slightly which they say is a result of an escrow shortage but I have asked for documentation showing that at least three times which they have not provided either.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AZ
Zip: 86001
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Original complaint # XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Mortgage, ISSUE : Applying for a mortgage or refinancing an existing mortgage I was not able to see the company response. I began the process of lowering the interest rate ( Interest Rate Reduction Loan/IRRL ) on this account in the XXXX XXXX timeframe. The IRRL is a rate reduction and term program that is simple with no appraisal and no income required. They had me fill out the required income, pull a hard copy of my credit score, and had me fill out incorrect paperwork. I did the " closing '' signed all the documents ; however, because of the pandemic forbearance, Mr. Cooper nullified the agreement after the closing, after the fact. In XXXX I continuously asked for the interest to be lowered, they denied it several times. Finally, in XXXX of XXXX, Mr. Cooper advised that I had to fill out a " loan modification '' to get the interest rate lowered. I paid Mr. Cooper {$58000.00} in XX/XX/XXXX. I asked again and applied for a lowering of the interest rate. I filled out paperwork, again, and was denied again because they said the VA would not allow me to do this. I paid over {$35000.00}. in interest for XXXX. I went to another mortgage ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX More than 180 languages available. company that successfully lowered my interest rate XXXX XXXX XXXX XXXX. XXXX # XXXX Page 2 of 6 y- Complaint Print XX/XX/XXXX, XXXX company that successfully lowered my interest rate and bought out the loan from Mr. Cooper. Mr. Cooper 's failure to grant me the lower interest rate meant that I paid too much money that I did not need to. They falsely claimed I was not qualified when I was. They took so much money from me when my husband was sick ( and consequently died ) when a pandemic was devastating us health- wise and financially. Mr. Cooper denied my requests for 2 years stating that I was NOT qualified when I was. The fact that another mortgage company easily processed my IRRL and did not have an issue with it or the VA demonstrated that Mr. Cooper was making a lot of money off of me and knew it could be done, but they chose to falsely claim that the VA denied it or that my credit was not sufficient, which they did a hard pull on my credit that they did NOT need to. They were deceptive in their practices by false claims. I did speak to a mortgage person, XXXX XXXX, at Mr. Cooper on XX/XX/XXXX & XX/XX/XXXX. I was given several different excuses for the higher amount to include they " we could not do the IRRL because the VA states you have to make 6 payments with just your name on the bank account, '' " we do not keep the interest money it goes to the VA, '' " we charged you more interest this year because we combined from last year because you paid so little, " also we charged you more because you had the pandemic relief assistance and that interest was because you did not pay for 2 years. '' These claims are all false. It is not only an IRS violation it is unethical. This is why they do send this information in writing but rather in a phone conversation. The amount of money I paid in interest is unlawful, like a loan shark operation for a family mourning the service connected death of my husband, XXXX illness, and financial hardship. Mr. Coopers practices are deceptive and unethical. I request they refund the interest paid and stop their dishonest and deceitful explanations. The VA does not collect money, they guarantee the loan. I would like their communication only in writing.
Company Response:
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing a complaint against the mortgage lender Mr. Cooper. My former spouse filed for bankruptcy and debt was discharged. Mr. Cooper continues to add additional legal fees to the mortgage on the home that I alone own. When I call, wait times are often in excess of 30 minutes, they have hung up 5 times today. They do not accept messages. Mr. Cooper refuses to answer questions and when I ask for an itemized review of all legal fees they refuse to provide this. On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I emailed my requests. They assured me a response within 14 days. Federal bankruptcy judge instructed lenders attorney to have fees waived, Mr. Cooper has ignored this instruction. I can not even communicate with my lender. I pay my mortgage on time. Please help me. Attached is my written request ( my contact information is at the end ) : Dear Mr. Cooper Research Department : My name is XXXX XXXX ; I am borrower two on Loan Number XXXX located in zip code XXXX. I am contacting you to request the following information/documents : 1. An itemized listing/accounting of ALL corporate advance fees assessed to my loan beginning at the time that my ex-husband and borrower one, XXXX XXXX XXXX XXXX XXXX, filed for bankruptcy. 2. Mortgage interest statement for XXXX XXXX. Mortgage interest statement for XXXX 4. Mortgage interest statement for XXXX Regarding item 1., I need the date and detailed information about what each fee was specifically for, when it was billed, when it was due, when it was paid by myself, and/or if it is still outstanding as I have personally made all mortgage payments since Borrower Ones bankruptcy filing. I am particularly concerned as I attended the hearing on XXXX Case XXXX held on XX/XX/XXXX. US Bankruptcy XXXX XXXX granted the motion for relief from stay and co-debtor stay AND provided clear direction to Mr. Coopers counsel, XXXX XXXX XXXX, that all related legal fees should be classified as non-recoverable and any fees paid should be credited to my loan. I have not seen evidence on the monthly Informational Statements reflecting any credit of corporate advance fees. Hence, I am specifically looking for that information so that I can provide it to the Court per XXXX XXXX request. My understanding is that the bankruptcy was discharged on XX/XX/XXXX. I attempted to access my account online assuming that I am now finally entitled to the full array of customer service from Mr. Cooper that my on-time payments should provide for at this time. However, I was advised by two representatives that I am still enduring unjust consequences related to my ex husbands behaviors. Further, I was also informed of an additional fee of an additional Proof-of-Claim fee of {$130.00} assessed to my loan on XX/XX/XXXX. I am most unhappy about Mr. Coopers continued penalization. Kindly, forward evidence of all accountings to corporate advance fees as soon as possible. I thank you in advance for your customer service. With my advance gratitude, XXXX XXXX XXXX XXXX XXXX
Company Response:
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022 we received notice from XXXX XXXX that out mortgage was being transferred to Mr Cooper. We contacted Mr Cooper in late XXXX since we had not received any paper work from them. We were told that no payment would be due in XXXX. In mid XXXX we received a letter dated XX/XX/2022 welcoming us. On XX/XX/XXXX I received a notice from Mr Cooper that payment was due on XX/XX/XXXX but it was for twice the amount normally due. Since we were told by Mr Cooper that no payment was due in XXXX, we used that money to pay down our credit card. My wife contacted Mr Cooper to resolve and was told that all they could due was a pandemic forbearance but that all the money would still be due on XX/XX/XXXX. I called the next day and spoke to a supervisor. I explained the situation. He admitted to employee incompetence and said he could fix it. He said he could move the payment from XXXX to the end of the loan. Unfortunately that did not happen. Today I called in again and was told moving the XXXX payment to the end of the loan was impossible.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92120
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Lates from XXXX and XXXX from Mr Cooper. These lates were added 30 days ago and are incorrect. I have not missed a payment nor been late within the last 7 years. If there is proof please provide proof where this was paid late. Please do not verify this by word of mouth. I want documents, I will be filing a complaint with the cfpb immediately. These lates were not present for 60 days therefore they never existed.
Company Response:
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am XXXX XXXX XXXX and can no longer afford my mortgage. I am in a situation were I need to do a short sale. I have signed up for a program called XXXX XXXX XXXX XXXX who can help with the short sale and relocation assistance that I need. I have been told that Mr Copper is not letting me do a short sale to avoid a foreclosure. I understand that this file is seriously delinquent and other attempts were made. The file is more delinquent because of 20 months of COVID. The other attempts did not get approved because apparently the agents I hired did not know what they are doing. These are 2 factors I am not in control of. I am now working with a group that specializes in short sales and foreclosure prevention. I am asking for a 2nd chance to apply for a shortsale so I can relocate.
Company Response:
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I need to know from Nationstar Mortgage LLC d/b/a Mr. Cooper that when are they going to send an appraiser for my property? and when will you remove PMI from my Mortgage payment? I can not afford the pre pandemic payments i was making, so when are you going to do a modification? And it seems you have done another mistake, just recently sent me a letter which states this - " As you know, our firm represent XXXX XXXX XXXX ( " XXXX '' ), successor by merger to XXXX XXXX XXXX XXXX XXXX, the mortgage loan servicer of your loan referenced above '' Who is " XXXX XXXX XXXXXXXX ( " XXXX '' ) '' and who is " XXXX XXXX XXXX, XXXX '' My Mortgage servicer is Mr. Cooper. What is this nonsense letter.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A