Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was sold to Mr. Cooper with the terms that we would not be paying escrow on our city taxes ; escrow would only be for our flood insurance. When transferred to Mr. Cooper, they added the city and flood insurance escrow cost. They took our escrow funds and paid our quarterly city taxes which reduced our escrow account ; we put a request in right away to fix this issue as we had also paid our city taxes ( and are still waiting to get that check refunded from the city ). They declined the request without contacting us and only found out about the decline after we called back to find out why the escrow wasn't resolved. After a 3 hour hold we were escalated and told that the analysis came back and we were actually able to remove all escrow from our mortgage and that it would be completed within the week. It has now been a week later and the escrow is showing a shortage and we are now being asked to pay {$500.00} more on our mortgage payment.
Company Response:
State: PA
Zip: 19064
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: I was approved for an FHA Covid Loan Modification in XX/XX/XXXX by my lender Mr Cooper and the last step in the process was to sign the Loan Modification documents. I notarized and sent the documents XXXX times between XX/XX/XXXX and XX/XX/XXXX and they were rejected each time with no clear explanation on why it was rejected. The XXXX time I was told I had to write my name not sign it and the other XXXX times I had no idea why it was rejected. I called in each time and the representatives also were not sure either. I kept repeating the process and kept notarizing and sending back whatever document they sent and it kept getting denied. Finally on XX/XX/XXXX they denied my FHA Covid loan modification because they could not get the completed documents back from me. I was told that the documents had expired. This had left me in a limbo because they have denied my FHA Covid modification and will not take any payments. The whole process has been confusing and overwhelming and there was no clear directions other than writing and not signing my name the first time. If i had known they would cancel the modification I would have have just used their notary. I was been cautious because I have an elderly mother living with my and did not fell comfortable with a stranger coming to my house.
Company Response:
State: DC
Zip: 20002
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: When my loan was purchased by Mr.Cooper on XX/XX/XXXX is was delinquent paying property taxes due to actions of the previous mortgage servicer. I called them to get them to pay the delinquent bill and the penalty associated with the payment being late. They paid the delinquent taxes and the penalty out of the escrow account on XX/XX/XXXX. I asked them to pay the late penalty of {$190.00} into my escrow account as they are responsible for late payment penalties. They have refused. I called back on XX/XX/XXXX and they still refuse to pay.
Company Response:
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX To : XXXX XXXX Mr. Cooper Customer Relations Specialist Please investigate and fix my Mortgage Principal Balance. Do not reply just for the merit of replying. This is my Third Request. REFERENCE : XXXX Wrong Increased Mortgage Loan Principal Balance. PROPERTY ADDRESS : XXXX XXXX XXXX XXXX XXXX, CA XXXX MORTGAGORS : XXXX XXXX PLEASE SEE DOCUMENTATION ATTACHED THAT VALIDATES MY ARGUMENTS ABOVE. PLEASE INVESTIGATE AND FIX MY MORTGAGE PRINCIPAL BALANCE IMMEDIATELY. XXXX XXXX this a response to your email I received on XX/XX/XXXX, on my personal email XXXX. 1. You incorrectly stated, Regarding the interest rates of this loan : On XX/XX/XXXX, the starting interest rate was 6.625 %. '' The interest rate on XX/XX/XXXX. XXXX to the present is 3.750 %. 2. You incorrectly stated, The prior lender was XXXX XXXX XXXX XXXX Please see the XXXX Mortgage statement from XX/XX/XXXX. Please, be advise that this statement has the wrong principal balance. 3. On XX/XX/XXXX Nationstar/Mr. Cooper got the loan from XXXX Mortgage and raised my fixed interest rate from 6.625 %. to 6.63 %. 4. On XX/XX/XXXX Nationstar Mortgage changed my interest rate to 4.750 % after I was already approved for interest rate 4.625 %. 5. Please see the payoff demand statement from XXXX from XX/XX/XXXX. The total amount to release my mortgage loan was {$270.00}, XXXX Please investigate before responding to me as this is the second letter response without an attempt to fix the problems in my principal loan balance. Please fix my Principal Balance immediately as requested on my previous letter dated XX/XX/XXXX. Thank you, XXXX XXXX XX/XX/XXXX
Company Response:
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: This will be my one last complaint. I began disputing to XXXX XX/XX/2015. I was given complete instructions to go through the XXXX. I summed full details as requested over these years. I read about all the class actions suits XXXX won in the courts, XXXX Mortgage XXXX DBA Seterus XXXX XXXX Each pertaining to my claimed with factual evidence. XXXX denied to investigate. Next, XXXX changes their business name to XXXX, Seterus is now XXXX. XXXX gets paid by each complaint written on your website. Allowing all illegal fiancial institutions involved to remain concealed. With all abilities to continue the exact crimes just with different names. Today my statement of this complaint is directed to the XXXX. I will continue to share my evidence to the public. Each homeowner is dismissed by XXXX. It's business & a pay-check for XXXX. This is conspiracy. Hundreds of thousands of people who have been requesting assistance have never gotten the XXXX assistance. We have United together. We are exposing CFPB
Company Response:
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Immediate Action Needed : Unauthorized Refinance Application & Credit Pulls : Writing today regarding Loan Number XXXX serviced by Mr. Cooper/Nationstar. On XX/XX/2022 Agent XXXX XXXX ( XXXX ID XXXX ) initiated an unauthorized refinance application for this loan and conducted credit pulls that were neither requested nor authorized for my wife and I. I have emailed and left voicemails for XXXX, as well as the supervisor identified on his voicemail XXXX XXXX, with multiple requests to confirm this unauthorized refinance application was cancelled, as well as the credit pulls reported and reversed with the Credit Bureaus. A full week has passed since the unauthorized application and credit pulls were conducted by XXXX and neither he nor anyone from the Mr. Cooper/Nationstar Team has provided any responses to show action on this. In addition to the messages with XXXX and XXXX, I spoke with the Executive Resolutions Team on XX/XX/XXXX who assured me I would receive a response from XXXX or XXXX. XXXX business days have passed and once again there have been no responses. I am requesting immediate assistance from the proper management positions and fraud resolution team as I have received no response on this matter- all based on a refinance application that was neither requested, authorized, nor consented to. XXXX XXXX
Company Response:
State: CA
Zip: 92701
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a surviving spouse with deferral rights. My loan servicing is being transferred between Champion ( XXXX ) and XXXX ( XXXX ). I am caught between the two of the awful companies in trying to get a loss draft check paid to my contractor that did {$20000.00} repair to my home. I have provided Champion my information, time and again, and they always need for me to verify that I am the surviving spouse with the deferral rights. It took me months to gather the information, again, that they needed to pay this contractor. Once I that repeated request was resolved, Champion told me they could not issue a check because my account was being transferred the XXXX. I called XXXX- they told me they didn't have the funds and it could take 30 to 60 days to get the funds and then issue a check, The contractor is threatening to sue me! I have called the mortgage company, my attorney has called, my friend and I called together. All I get is sorry - nothing I can do. I've asked for an escalation- nope, can't do. I asked for a supervisor- nope, can't do. XXXX put me on hold for 10 minutes today. I hung up and called back. This time, after demanding a supervisor the attendant read me their script and then hung up on me. I just want the contractor to be paid, and without having to take me to court. They have the funds from the insurance company. The check has been endorsed. An inspection was made on the work. I need help- please help me get this contractor paid.
Company Response:
State: NC
Zip: 28409
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I filed Bankruptcy in XX/XX/XXXX and Nationstar put in a Claim for Nationstar as Creditor then XXXX XXXX XXXX XXXX XXXX XXXX as creditor. Then claim was denied because they did not have accurate information. I reached out to XXXX XXXX XXXX XXXX XXXX to check to see it they were the creditor and they said they have no affiliation with my property ( XXXX ). Then XXXX XXXX XXXX XXXX shortly after Recorded an assignment to Nationstar so who was Nationstar servicing the loan For. If Nationstar is the servicer, who are they servicing loan for was the question then. Nationstar said they assigned it to XXXX XXXX XXXX what are they servicing if XXXX XXXX assigned it and no affiliation to property ( XXXX ) Now XXXX XXXX just did another assignment to XXXX XXXX XXXX XX/XX/XXXX No way if they assign it in XXXX. XXXX XXXX I need an answer.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was left out of the 2022 CFPB & ( Mr. Cooper ) Nationstar Mortgage even though I had been complaining about their unfair addition of a {$170000.00} penalties fee to my mortgage after it was transferred from Aurora Loan Services when they went out of business.
Company Response:
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My property taxes are delinquent because Mr. Cooper has failed to make my property tax payments. I alerted them immediately once I received a late notice from my county in mid XXXX. It is now late XXXX and my property taxes have still not been paid and two late penalties have been added to the amount and the county is threatening to put my property up for tax sale in two weeks ( on XX/XX/XXXX ). I have all the money just sitting in my escrow account that I can not make the payment myself. They finally sent me an email saying they made the payment on XX/XX/XXXX and they took the money from my escrow account, but I kept checking my countys website and they did not receive the payment. I contact Mr. Cooper again and they said they JUST sent it overnight via XXXX on XXXX XXXXhe day I reminded them about it. Its now XX/XX/XXXX and I checked the tracking number and it still says pending even though it was supposed to be sent overnight on the XXXX and they took my money out on the XXXX. Now, theres less than 2 weeks left before my property goes up for tax sale.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MD
Zip: 21215
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A