Date Received: 2022-03-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I did a refinance in XX/XX/XXXX, with then NationStar, now called XXXX, this refinance had a balloon payment due in XX/XX/XXXX. At this time, I had a plan in place to pay the loan off sooner. Life takes turns and I never even thought of XXXX insurance, as a chapter XXXX attorney emailed me over this past weekend that I should have and shaming me for not having it ( not retaining this smug piece of work ) I was severely hurt in a work comp accident in XX/XX/XXXX, nearly losing my life and so of course you know what happened from there. I've been out of work all of these years and only started to work part time last year. When I contacted MrCopper early last year, XXXX , they were basically ignoring me and I knew that the clock was ticking. So I choose to seek out another lender/servicer, which I did. XXXX XXXX, based out of XXXX, Colorado. By this time, now into mid XXXX, MrCopper reappears into the picture and they had an offer of a fixed rate, .75 % lower than XXXX XXXX. I specifically asked XXXX XXXX, at MrCooper, XXXX, if we would have enough time to close by the XX/XX/XXXX deadline? XXXX assured me that we did, as he told me that I would now have to sign off on the XXXX XXXX application, as Fannie Mae doesn't allow two open mortgage applications at the same time, for the same applicant, with the same investor. XXXX, perhaps I should have stayed with XXXX XXXX, although at this point, they were showing signs of " playing games also '' XXXX XXXX, XXXX & XXXX - along with his coworker, XXXX XXXX & XXXX. So I either emailed/texted all financial documents to XXXX, always in less than 24 hours and I met all of their criteria for obtaining this new mortgage. I have copies of all emails/texts/phone calls to XXXX. I was calling relentlessly for XXXX weeks, before I found out on XX/XX/XXXX, when XXXX finally decided, after my talking with his boss and other coworkers, that maybe he really should call me. We were on the phone for over an hour ( of which I have a copy of the call still ) and he basically said that we didn't meet the deadline with underwriting and basically " oh well that's life '' his whole demeanor was completely unprofessional, basically he could have cared less and had better things to do with his time. I kept talking and asking questions, that's why the call lasted so long. I reminded him of his reassuring me back in mid XXXX, no response, of course. He then mentions " you can just do a home loan modification '' Nice try XXXX, I called that dept. and they came up with some fabricated story, I feel and now said that I've waited to long, so I asked XXXXwhat 's to long? '' I was then told, within the 60 days of being in default status. So I said that " I guess that I missed this by just about 20 days? '' I was told, yes. Totally unconscionable that these people are so profoundly unprofessional/incompetent and knew full well that I am fast, getting absolutely no where. Every time you call customer service, for the very same question/problem, you get a different answer, its just totally unbelievable. No wonder why there is so much online with this company and not in a good/positive feedback/review either. Something must be done about this MrCooper in particular. It gets better though, LOL, it was suggested to me by customer service, to email their customer relations dept and explain the entire matter to them, what a complete waste of time that was, I did this on XX/XX/XXXX, well I'm still waiting for a response, not that I'm holding my breath. So I did meet with a chapter XXXX bankruptcy lawyer last year on XX/XX/XXXX, he made some suggestions and I haven't met with since, although I know that I will most likely have to. So to date, I never received anything in writing about this refinance not taking place, or any letter including the " XXXX word '' however, I know that his is eventually coming. As my lawyer said in XXXX, is that I want to try and stay in " the drivers seat '' on this one, as my home is worth much more than what the balance with MrCooper is and that they would just sell it for that amount owed. When I'm wrong, I'm wrong and I will admit to being so. Well I'm XXXX bent, in keeping my house, I've sunk a ton of money into it/the property, just in the last 7 years alone and completely resent being treated like a bag of trash!!! I'm standing my ground and will do all that is possible to expose them even further, for what they really are. So now last XXXX, I decided to go to a local bank for possible refinancing. ( mind you at this point, I'm already approaching 90 days in default, and of all things, on my mortgage!!! Fico drop from XXXX down to a XXXX, yes you read right and still on the decline, as I'm writing this, thank you MrCopper for the outstanding job that you have done of COMPLETELY DESTROYING my Fico score, a job well done, you all must be proud/celebrating by now ) So I had all the required documents/financial statements/proof of residency/etc., it all looked " very good/promising '' a I was told by the assistant loan officer. Interesting as this officer pulled my credit report, she never noticed the at least 60 days late on this mortgage, at that time? So now I receive a call back from her, 10 days later stating this delinquency and that as a result of that, the loan is a no go. Wow, well I just learned something new today, I thought and I did, again, MrCopper had actually managed once again, to shaft me, for want of a better term. For me to do the 5 year payback on a now up to {$110000.00} and growing as I type ( they wouldn't even waive a late fee for me of {$32.00}, even though I always paid within the 30 day thresh hold to maintain a positive Fico score ) is really putting me to the utmost extreme situation, but if I have no other option, I will, as I truly love my property, that much. Seriously, thank you very much for reading this " cry for help '' and even if mine, doesn't go anywhere, that's life I guess and I can live with it, but if what I have stated today, helps just one person/family, then I've done my due diligence. With pleasure I will check the box below!
Company Response:
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am currently in XXXX XXXX XXXXnkruptcy and made my last payment to trustee in XX/XX/XXXX and is awaiting a discharge from the court since I have completed all my required payments. On XX/XX/XXXX, my bankruptcy lawyer emailed me that Nationstar Mortgage, LLC d/b/a Mr. Cooper filed a Notice of Default on XX/XX/XXXX against me regarding default of the terms of the Order entered by the Court on XX/XX/XXXX. Mr. Cooper said that as of XX/XX/XXXX, I failed to pay the following : Payments of {$1800.00} from XX/XX/XXXX - XX/XX/XXXX = {$3700.00} XXXX XXXX XXXX ( {$480.00} ) TOTAL DUE = {$3200.00} They said that if said funds are not received, they will have no alternative but to proceed with any court action deem necessary due to this default. On XX/XX/XXXX, I responded to the email and said that I have attached all payments for the years XXXX and XXXX in zip file. The XXXX folder shows the checks, mortgage receipts, proof of check they deposited in the bank, and the date I went to the post office and mailed the checks out. I also called the mortgage company on Wednesday XXXX, XXXX to verify they received the checks because I saw only one check was deposited. Mr. Cooper Representative told me they received both checks and it was processed. On Thursday XXXX, XXXX I saw the other check processed in my bank account. On XX/XX/XXXX, my bankruptcy lawyer forwarded me an email from Mr. Cooper Lawyers saying the following : Attached please find Pay History as of XXXX. Debtor is still in default and showing due for the XXXX payment. On XX/XX/XXXX, I responded to the email and said the following : I looked over the pay history you sent me and reconciliated it to show proof I have made all my payments. I have also attached all my proof of payments for the years XXXX, XXXX, XXXX and XXXX. I have also included each monthly statements Mr. Cooper sent me showing the total payment I have to pay in which I paid. Attach is the XXXX reconciliation sheet, and all monthly statements from Mr. Cooper together with all my payments for each of the years XXXX to XXXX. On XX/XX/XXXX, my bankruptcy lawyer forwarded me an email from Mr. Cooper Lawyers saying the following : We just got the attached post-petition payment history in, which is current as of this morning. As you can see, the last payment of {$1900.00} received on XXXX was applied to the XXXX payment due. There is a {$1200.00} suspense balance. Debtor is still showing due for the XXXX and XXXX payments due. On XX/XX/XXXX, my bankruptcy lawyer also asked Mr. Cooper lawyers about the following checks : What about the other two checks my client sent to your client I don't see them on the payment history? I'm referring to check # XXXX cleared on XX/XX/XXXX in the amount of {$1900.00} plus XX/XX/XXXX, payment in the amount of {$1800.00} check # XXXX? On XX/XX/XXXX, Mr. Cooper lawyers responded to the email and said the following : The payment you state was mailed in on XXXX is not showing up yet. The other two payments of {$1900.00} each are already on the pay history, showing as received on XXXX and XXXX. On XX/XX/XXXX, I responded to the email from Mr. Cooper lawyers and said the following : I looked at Mr. Cooper pay history statement and I have attached proof I have paid XXXX, XXXX, XXXX and XX/XX/XXXX. XX/XX/XXXX payment I paid late which money order showed XX/XX/XXXX. I also attach to the money order Mr. Cooper statement in which I let them know that the payment was for XX/XX/XXXX. XXXX and XXXX Payment I wrote a check for {$3900.00} in which I added an extra {$200.00}, and I noted it was for the escrow account. I even included Mr. Cooper statement again showing that this check was for XXXX and XX/XX/XXXX. Check # XXXX XXXX payment I mailed in XXXX which again I also put Mr. Cooper statement letting them know that this was for XX/XX/XXXX. Check # XXXX Look at the attachment I have included with this email. I also emailed proof to Mr. Cooper lawyers showing my bank statements of the checks processed. The bank statements showed Mr. Cooper Deposited check on XX/XX/XXXX. Check # XXXX Amount {$1900.00}. Mr. Cooper Deposited check on XX/XX/XXXX. Check # XXXX Amount {$1900.00} I also noted the following to Mr. Cooper lawyers : on XX/XX/XXXX, Mailed Check # XXXX Amount {$1800.00} see proof of receipt from post office. Receipt notes that estimated delivery date is XXXXlook at the receipt. I have provided all mortgage statement Mr. Cooper sent me showing what they said my total payment was for each month. and showed proof via all receipts showing it was paid. I emailed all documents to Mr. Cooper lawyers. On XX/XX/XXXX, I also sent another email to Mr. Cooper lawyers with proof of payment and noted the following regarding the payment history they sent me : Look Mr. Cooper Statement showed my total payment was {$1100.00} for month of XX/XX/XXXX. XXXX XXXX for {$1100.00} was mailed XX/XX/XXXX and Mr. Cooper received it on XX/XX/XXXX but they did not applied it to XXXX XXXX they put it in suspense account. Look at the pay history. Look at Mr. Cooper statement showing {$1100.00}. This is where all the problems began because they did not applied my payment for XX/XX/XXXX. Look Mr. Cooper XXXX showed my total payment was {$1500.00} for month of XX/XX/XXXX. Money Order for {$1500.00} was mailed XX/XX/XXXX and Mr. Cooper received it on XX/XX/XXXX. Mr. Cooper went and applied this month XXXX payment as the payment for XX/XX/XXXX. Look at Mr. Cooper statement showing {$1500.00}. Look at Mr. Cooper pay history which showed this XXXX payment was applied for XXXX. On XX/XX/XXXX, Mr. Cooper lawyers responded to my email and said the following : We will send this information over to our client for review. In the meantime, here is another copy of the post-petition payment history we received earlier today from our client, which they had updated as of this morning. The left hand column shows the dates payments were received, the next column over shows the amounts received, etc. Payments are applied in the order they are received. As you can see, this payment history shows that the last two payments that were received of {$1900.00} each on XXXX and XXXX were applied to the XXXX and XXXX payments due. The payment you state was mailed in on XXXX is not yet showing on this payment history. On XX/XX/XXXX, Mr. Cooper lawyers sent an email to both me and my bankruptcy lawyer and said the following : Please be advised that we have closed our current Notice of Default ( NOD ) process. The attached updated pay history now shows debtor due for the XXXX payment ( less than 30 days delinquent ). Note that the amount due for the XXXX payment is {$650.00} ( {$1800.00} minus {$1200.00} suspense balance ). On XX/XX/XXXX, I responded to Mr. Cooper lawyers ' email with proof and said the following : Here is proof of check # XXXX and post office receipt below showing I have mailed today the amount they said I owe of {$650.00}. On XX/XX/XXXX, I received my XXXX mortgage statement in the mail from Mr. Cooper and it showed I am owing them {$2500.00}. The statement noted that the regular monthly payment is {$1800.00} I have a past unpaid amount of {$1800.00} and partial payment unapplied of {$1200.00} XXXX filed this complaint because am tired of Mr. Cooper in accurate information saying I owe when I do not. I have provided all documents showing proof I have paid all amounts and yet they say I have an unpaid amount plus a partial unapplied amount. There lawyers sent email on XX/XX/XXXX, noting the only money owing was {$650.00} for XXXX. Even thou I disagreed with this amount I paid it because of the stress and the effect this mortgage company is having with my mental health. And yet they continue to harass me for amounts that I do not owe. Mr. Cooper lawyers also sent me a Notice of mortgage payment change which they filed with the bankruptcy court noting my new mortgage payment. Date of Payment change XX/XX/XXXX New total payment {$1800.00} Effective XX/XX/XXXX. I am tired of Mr. Cooper decisive practices of taking advantage of me which is affecting my mental health and well-being.
Company Response:
State: NJ
Zip: 07205
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage with Mr Cooper ( a.k.a. Nationstar Mortgage ) has yet to receive a 1098 for 2021. My loan # is XXXX. I have contacted their customer service call center numerous times and had three " cases '' opened to request the 1098, all without successful resolution. The case numbers were XXXX, XXXX, and XXXX. As of XX/XX/XXXX, neither the mortgage portal shows my 1098 nor have I received one via USPS mail. To be explicit, the missing 1098 from loan # XXXX should include interest for about XX/XX/2021- XX/XX/2021. The loan was then refinanced and I received a XXXX for the new mortgage, but not yet for this prior one. As I have reached out multiple times, the interest amount is over the {$600.00} IRS requirement, and Mr Cooper is still unable to produce the required document, I request assistance in resolving this. This is not the first issue I've had with Mr Cooper and it is sad that I have now opened up three CFPB complaints to try and resolve simple issues that Mr Cooper 's support process seems unable or is unwilling to resolve. These have not been weird esoteric issues, so it is surprising that an organization has such issues in processing the seemingly simple requirements of being a mortgage servicer.
Company Response:
State: NC
Zip: 28211
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I have a mortgage with Mr. Cooper. I have payments automatically send via XXXX XXXX XXXX bill pay each month. All payments have been sent and received on time as verified by both my bank and Mr Cooper. For an unknown reason, my XXXX payment ( received by Mr Cooper XX/XX/XXXX ) was credited as " additional principal '' instead of my regular monthly payment. This then set off a chain reaction of late payments in which I was never notified at all about. I only became aware of this on XX/XX/XXXX when my XXXX XXXX report notified my of my credit dropping from XXXX to XXXX due to late payments from Nationstar Mortgage ( aka Mr Cooper ) I have since called numerous times, mostly never getting through to a human. On XX/XX/XXXX I spoke to a representative that fully agreed with me and said she would " escalate it '' I sent an email XX/XX/XXXX to the research department and received a response ( attached ) that made no sense and did not address the problem at all. I replied to their response asking to please give an answer to why my payment was randomly applied to " additional principal '' and received yet another reply that does not answer the problem ( attached )
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Against Mr. Cooper Mortgage XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan # XXXX This is an update of our complaint : Your office has requested to stay involved in this matter. The judge 's intervention and ruled that do a modification of our loan. To stop the strict foreclosure action. which stop the date of the sale? We know that Mr. Cooper has no intention to do the modification in line with the federal guidelines. The law as it is required interest deduction. The interest on our loan is 14 percent. The loan started with XXXX percent and has ballooned to the current rate. It is a predatory loan. It is illegal under fair lending rules. Again, a principal reduction is needed to have a fair and affordable loan. The principal loan was {$370000.00}, now Mr. Cooper has our loan principal loan to be {$960000.00}. The current appraisal for the property is {$330000.00}. Mr. Cooper has been very shady and has broken all laws on this loan. We have submitted all they requested with the checklist this Friday XX/XX/XXXX. We have both the income, the credit, and we are committed to staying in our home. On the the XXXX on XXXX we had one section of mediation meeting. The bank said they have received all that they needed to put a loan work out. That they will need one month. In less than two weeks, the bank notified us that they will not do the modification. That they rather do a strict foreclosure. We are inviting your office to help us. All we ask is for you to appeal to Mr. Cooper to give us a fair, and honest rework on the loan. That will allow us to stay in our home. With the intervention of your office. Mr. cooper gave us our modification a chance. Please see attach the modification that Mr. cooper came up with. The monthly payment they offered us {$8800.00}. That is for the first three months. After which the loan will be restated. Nobody can afford to pay such a high amount of monthly payment. The question is how Mr. cooper came up with such a big monthly payment. Mr. Cooper has never had any intentions of giving us a fair and avoidable modification. Mr. copper could have been more creative to come with a fair situation. We have the income to pay up to {$3500.00} monthly. Please review the attached modification backstage. We will be appreciative if they can intervene on our behalf. To persuade Mr. cooper to be more considerate. Let Mr cooper explain how they come with such numbers. Why they could not defer some of the principles and taxes, to make the monthly payments affordable. For Mr. Cooper to do the modification base on the federal guidelines. My Sale date is XX/XX/XXXX. I wonder if my case is an individual case or systematic unfair and deceptive practice or discrimination. 2 ) Denying us principal reduction for the selfishness of trying to write off almost a million for themselves. I hope that you work with us, with the authority of your office to appeal to Mr. Cooper. We thank you in anticipation Sincerely XXXX XXXX XXXX, and XXXX XXXX, XXXX
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have mortgage insurance on my mortgage account. I have enough or even more than 20 % equity in my property however the current lender refuses to remove mortgage insurance of my mortgage account without making me to refinance. They called me to ask me to do refinance cash out since I have more than 100K equity but when I asked to remove mortgage insurance they said i dont have enough equity. Ive been calling and trying to reach out numerous times but they keep transfer me around and cant give information. They dont even give me an option to actually do an appraisal to check on the value of the property.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX XXXX to Mr. Cooper. I have a loan payment due XX/XX/XXXX but Mr.Cooper is unwilling to accept payments till XX/XX/XXXX. If I paid my loan on XXXX first as I intended to, my principle balance would be reduced on XX/XX/XXXX and therefor the outstanding interest due on XX/XX/XXXX ( for the month of XXXX ) would be less. XXXX XXXX will not accept any payments after XX/XX/XXXX. I will, because of no fault of my own, be charged more interest for the month of XXXX than I would have been if I was able to make my payment on XX/XX/XXXX. This is wrong and unfair. Additionally I called Mr. Cooper, talked to XXXX different people and explained this to them and they told me I was wrong and I cant make a payment till my loan is transferred over. If I am wrong then I am being overcharged interest based on the outstanding amount of my loan after the date I make my payment.
Company Response:
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Dear Sir or Madam, Nationstar Mortgage LLC d/b/a Mr. Cooper, first presented me with a tax claim on XX/XX/XXXX based on " Parcel No. XXXX '' -- see attached " XXXXMortgage-Note ''. I have not seen nor received any notification from XXXX XXXX for any additional charges. I requested Mr. Cooper to provide an original copy of the stated charges from the relevant XXXX department but got no response. My follow-up inquiries at XXXX XXXX XXXX not show any such charge. The same " Parcel No. '' is repeated with a new claim with higher charges -- apparently with interest added ; see " Mr_cooper_Repeat_Claim ''. Have contacted XXXX Department of Financial Services but that department does not have the full regulatory authority for this case. To this day we have not received a response from Mr. Cooper. I seek 1 ) proof ( original copy from relevant XXXX department ) from Mr. Cooper of the claim, 2 ) if the claim is false, then dismissal of all " Parcel No. '' charges. Thanks. XXXX XXXX
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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 ''?
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to loss of income in XXXX, I took advantage of the forbearance program with my lender ( Mr. Cooper ) in XX/XX/XXXX. Once the forbearance period ended in XX/XX/XXXX, I contacted Mr. Cooper for a resolution. I have applied for the pandemic modification via phone call with Mr. Cooper CSR and online through the lender 's website. I was denied each time, upwards of 5 times with no real reason. Then on XX/XX/XXXX, I received a phone call from XXXX XXXX at Mr. Cooper, offering and confirming that I qualify for a deference. She advised that she will adjust my account within 5 days to reflect this plan and I will resume payments XX/XX/XXXX. I asked her to confirm that my account will be all set following this agreement and she put me on hold to check with her supervisor and got back to me that this will bring my account current and back to paying my monthly payments as I did pre-COVID. I kept checking online to see the changes reflected on my account and as time passed by with change, I contacted Mr. Cooper. I am now being told that I did not qualify for the deference as I am beyond the XXXX mark and now if I want to be CONSIDERED, not approved, for deference I will need to pay back payments of about {$12000.00} to be at that XXXX mark. At this point it would be a struggle to come up with all those funds at once and furthermore had Mr. Cooper provided this option back in XXXX this would be a non-issue. I am concerned that these tactics are deliberate and a way for them to justify beginning foreclosure on my house. This property a significant source of income that I can not afford to lose.
Company Response:
State: CT
Zip: 06106
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A