Date Received: 2022-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow up to another complaint that I lodged with this agency. After the death of my XXXX, I contacted his insurance carrier and obtained XXXX XXXX XXXX in my name. The agent also upgraded the amount of coverage due to the increase in the property value. I obtained coverage on XX/XX/XXXX. Since that time, I have not had a lapse in coverage. My insurance carrier has sent multiple declaration sheets to Mr. Cooper upon my request. In addition, they faxed a letter dated XXXX from the Corporate Office verifying that I have insurance. I have never been notified in writing from Mr. Cooper that I needed XXXX insurance. I have never been notified in writing that I needed flood insurance. I have never been provided with a copy of any insurance policies that Mr. Cooper has purchased on my behalf. The first time that I became aware about Flood Insurance was when I called Mr. Cooper in XX/XX/XXXX to see if they had gotten the insurance situation straight. In the last complaint, Mr. Cooper uploaded copies of letters that I have never received. I noticed that most of the letters had supposedly been sent to a dead man 's mailing address, XXXX XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX. That box belonged to my XXXX. It is closed at this time and may have been assigned to another customer of the postal service. I have NEVER had nor do I have access to that box. In XXXX of XXXX, I contacted Mr. Cooper by telephone. I spoke to a Mr. Cooper representative who said his name was XXXX XXXX XXXX, XXXX, XXXX. At that time, I reported that my father had expired and that my mother had been deceased for several years. I also provided XXXX XXXX with my personal address, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXXXXXX. Even if you did not have my personal address, you could have mailed that notifications to the street address at the house. Most businesses send certified letters for something this important. Why didn't you? For the last several months, I have been trying to get the matter regarding the insurance straight. Each time I speak with a representative from your company, they seem to be clueless about what I discussed with the last person. At XXXX point, your representatives were saying that you paid XXXX XXXX for my coverage. I contacted XXXX XXXX 's XXXX XXXX on XXXX different occasions. They said that you had not paid them for any insurance. Then, your representatives began saying that you had purchased insurance from XXXX XXXX. On XX/XX/XXXX, I spoke to XXXX at Mr. Cooper, He told me that he had located the insurance verification documents. He told me that he would send the documents over to your insurance department so that they could make the correction. He told me that he would reach back out to me when it was resolved. His contact phone number given to me by him was XXXX XXXX XXXX. On XX/XX/XXXX, I spoke to XXXX from Mr. Cooper. While he was on the phone, I phoned my insurance provider. XXXX XXXX from XXXX XXXX XXXX XXXX, XXXX, XXXX. She verbally verified that I had insurance with not lapse. She asked XXXX to email her the notice that was sent by XXXX XXXX saying my insurance was lapse. XXXX never did. She sent verification of insurance again per XXXX 's request. Your company can reach XXXX XXXX at XXXX XXXX. The mailing address is XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. Your company has forced placed XXXX XXXX and XXXX XXXX to my mortgage note. According to your representative the mortgage has gone from {$880.00} to {$1700.00}. This is outlandish!! I have insurance. I have had insurance since XXXX XXXX, XXXX. I was not told that I needed XXXX XXXX. That is not right. Please find proof of XXXX XXXX, letter from XXXX XXXX XXXX, and other pertinent documents. XXXX is my strength and my power, He maketh my way perfect. XXXX XXXX. XXXX
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved from California Mortgage releif program on XX/XX/2022 and its been 17 days since then, no appraiser has come to the house to appraise the property value as my property value has increased and PMI needs to be removed from my monthly Mortgage payment. Secondly since I served the case till now I was told several times by XXXX XXXX ( attorney of Mr. Cooper ) that she is trying to bring some resolution to the case and will present me a modification, 5 months have passed and no modification has been provided to me. Thirdly, XXXX XXXX now wants me to communicate her with postal mails only which is going to waste a lot of time, money, paper envelopes, paper and stamps, I don't have money to sent fed ex or overnight express mails, and why should I waste money on paper envelopes, paper and stamps when I already pay for the internet, additionally it is time wastage, because first class mail takes three days to be delivered and then XXXX XXXX will take additional time to respond. So a thing which can be resolved on email within 5 minutes, will take 5-10 business days, doesn't make any sense. Rather than solving the matter she is further making it more complicated. I further need clarification on when to make Mortgage payment, how much is my payment? and when Mr. Cooper will send an appraiser to appraise the property? and when will I get the modification done on my Mortgage payment?
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We started the mortgage process with Mr. Cooper in late XXXX or early XX/XX/XXXX as we selling our house and going to purchase something else. Mr Cooper was the lender we had for our current mortgage so I figured it would be easier to go with them. Things started out great and within no time we had pre approval on a loan and just needed to find a home. Our home sold pretty quickly and within a week or so we found a property and put a contract in which was accepted. Copies of the contract were sent to our Mr Cooper representative. More information was needed from a HOA as we were buying a condo. Our realtor called our processor several times to make sure the lender had all they needed and was assured things were good. A week before the scheduled closing date ( XX/XX/XXXX ), we were still waiting on loan approval. When I called 5 days before closing I was told the lender was waiting on HOA docs from the property manager. I had the sellers agent calling out agent wondering where our approval letter was. Within 7 days of closing we were told we needed to have new credit reports pulled, needed HOA documents, new bank account statements, etc. After over 40 daily emails and countless phone calls 2 days before settlement we got loan approval. My problem is that our processor left our file untouched for at least 10 days while telling us and our Agent she had all she needed. We had to resort to yelling, cussing and everything else available to us to get them to get this loan approved. They turned what should have been a happy experience for us into a miserable, stressful XXXX wrenching experience.
Company Response:
State: MD
Zip: 21014
Submitted Via: Web
Date Sent: 2022-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has done numerous things with my escrow account to basically steal money out of it w/o merit then increase my shortage amount to very high amounts. I was able to resolve several of the issues after months of formal complaints and letters form legal counsel threatening of lawsuits but there is still one major issue they refuse to address and just lie about week over week and month over month. Mr. Cooper took out {$7700.00} from my escrow w/o checking with me on amount and paid to the county for taxes. I don't know how they came up with that number as the amount owed to the county was always {$7200.00}, which is what the county always had. Mr. Cooper came up with this figure erroneously. I immediately flagged this to them last XXXX when it happened and as you can see after 20+ attempts to be resolved they refuse to give back the money. I have been told its being worked on, its been submitted, its been this and that- all XXXX Other then feeling robbed by this evil company my mortgage payment has gone up over the past 6 months bc of their error as I have had a shortage in my escrow fund- 0 fault of mine and 100 % of this company. This is totally unacceptable and hoping not only to have my situation resolved by that a very thorough audit is done against this corrupt company.
Company Response:
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2022-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, I made a regular monthly payment to Mr. Cooper ( mortgage company ) in the amount of {$XXXX} which was applied correctly across the categories of Principal, Interest, and Escrow. Additionally, I sent a check for {$10000.00} with a payment coupon which was marked ADDITIONAL PRINCIPAL ONLY. This payment was received and posted to my account today, XX/XX/2022. But it was treated improperly and posted to next months XX/XX/2022 billing and applied to interest and escrow instead of all of it going to principal which was clearly requested. Total payments sent this month are {$XXXX} but the balance of my account was only reduced by approx {$9000.00} as a result of this error ( beginning balance {$XXXX}, ending balance {$XXXX} despite a $ XXXX principal payment plus a regular payment ). I contacted Mr. Cooper by phone and spoke to a representative who seemed totally confused by my question. She said she made a " correction '' but that it would take several days to take effect. I asked for my new remaining balance to verify the correction and she said she was unable to calculate it. I have checked my online account and no changes have been made. I have no confidence the change will be made and after researching this topic online, have learned this is a common mortgage company practice which is basically theft from the customer. Please help me get this corrected. Thank you!
Company Response:
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2022-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper 's on-line payment system is riddled with errors and issues. On multiple occasions their systems would not recognize my user name or password. The user name/password retrieval system does not work. It sends you a time limited temporary password. It takes so long to receive the message that the temporary password is no longer valid once you receive it. When you call to pay by phone they charge a service fee. Unfair business practice. Their customer service is non-existent.
Company Response:
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: cooper Im waiting funds from the homeowners help program that will pay up to 24 months back mortgage payments im currently 60 days behind I have tried to pay even sending them a full one month payment they sent it back to my bank I dont have a lump sum of XXXX in full at once I also called them to do a payment plan they told me to wait for my payment to post to set it up then they send my payment back to bank My question is at 60 days behind they noted on my account the last day of the demand letter is XX/XX/XXXX i thought u dont receive the demand letter In pa until 3 months behind And get 30 days after the demand letter to fix the account I feel like they are being sneaky the money Im paying that they are returning is not even noted in my account to see any transactions I made or them should be able to be seen regardless of retuned or not
Company Response:
State: PA
Zip: 15136
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: XX/XX/2022 XXXX XXXX sent me information about a couple in XXXX XXXX FL. I have a lot of information on them now as this company screwed up again.
Company Response:
State: MN
Zip: 55446
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX : XXXX I have been with Mr Cooper ( Formerly Nationstar ) as a mortgage holder for approximately 18 years. I have taken serious steps to keep my home after my husband died in XXXX. Financially I was left in a very challenging financial state. I have worked very hard to keep up with my mortgage since his passing. I went through a very trying and negative experience with my loan modification with Mr Cooper ( NationstaXXXX ) in XXXX. I had to resend and resend documents. Over and over. It was an awful experience. I also feel that my interest rate is too high. NOW, I am AGAIN, extremely outraged with Mr. Cooper. I have overpaid my escrow account by {$11000.00}. I deliberately did this because I was not sure how my taxes and insurance on my home would be paid while my mortgage was in forbearance ( for 12 months during COVID ). I took these excess funds from money from a savings account and applied it to my escrow account. My intention was to be responsible. I recently found out that my taxes and insurance were being included with my " paused '' mortgage payments ( that were in forbearance ). To be included on the back end of my loan. When I sell my home. My savings is now very depleted. I called Mr. Cooper and asked if I can get the overpayment of {$11000.00} back. I need these funds to pay for high electric bills, water bills, gas bills, groceries, credit cards. ETC .... I was told YES. You can get this money back. But, only in the form of a check. ( NOT WIRED. ) It can take 10 business days. OKAY. The first check I received was in the name of my Deceased Husband. To his ESTATE? I deposited it. My bank reversed the deposit. I don't have a checking account in the name of any ESTATE. Why is Mr Cooper issuing a check payable to an Estate account that does not exist? I don't get this. AT ALL. THERE IS NO ESTATE. NO TRUST ACCOUNT. NO TAX ID FOR THIS. I called Mr Cooper and complained asking for a new check to be issued in my name only. They told me " no problem ''. They apologized. " We are going to issue you a new check to you. In your name only. '' I was asked to wait on the line while they " fixed '' this issue. Guess what? I received a second check, weeks later, in the name of the " XXXX of XXXX XXXX '' ... AGAIN... So, I called again. Last week. Waited on hold for two hours! I actually fell asleep while waiting on hold. Outrageous. When I finally got another rep on the line and told her my entire story, she apologized profusely, had me wait on the line while she " did stuff ''. She assured when she came back on the line, she had taken care of this issue. Guess what I received today? ( XX/XX/XXXX ) A third check payable to The XXXX of XXXX XXXX. I totally understand mistakes. We all have erasers on our pencils. But, this " customer service '' is malpractice. Horrific. I was promised that the last two checks I received would be payable to XXXX XXXX. There is no ESTATE. I am not required to have and ESTATE ACCOUNT. STOP SENDING ME CHECKS I CAN NOT NEGOTIATE. FIGURE THIS OUT!!!!! I need these funds. XXXX XXXX XXXX. Looking for work. I need these funds immediately. Payable to XXXX XXXX. XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently in a pandemic forbearance plan with Mr. Cooper that will end XX/XX/XXXX and would like to defer the past due balance to the end of the loan. I spoke to a member from the military families teams at Mr. Cooper a few times over the past few weeks to get this set up but was told that I am not eligible for either a loan modification or a deferral, and that I would need to pay the full balance due by XX/XX/XXXX. I was told that the loan modification was not possible because I previously had XXXX modifications on my loan. I would like to know the dates of the XXXX modifications Mr. Cooper believes occurred on this loan. Additionally, if there are XXXX modifications and this eliminates loan modifications as a possible option on Fannie Mae backed loans, XXXX very upset that Mr. Cooper neglected to share that information in the Forbearance Plan acceptance letter dated XXXX XX/XX/XXXX that was sent to me listing that a loan modification might be a possible option. While Mr. Cooper did not guarantee it would be an option, they also withheld the information they already had about my loan which would have shown it was never an option and most certainly would have changed my decision. This was a very unfair representation of the possibilities and a deceptive practice that has now put my family 's home at risk of foreclosure. I was also informed that the deferral of the past due balance was likewise not possible as the forbearance plan I am currently in is not pandemic related. I was shocked to hear this as I had to answer the covid 19 questions to request not only the initial forbearance, but every single extension since then. Additionally, every document sent to me from Mr. Cooper pertaining to the forbearance clearly states, Pandemic Forbearance Plan. While speaking with the representative from Mr. Cooper, he told me that his system showed that I was in the current forbearance plan since early XXXX. This isnt even possible since I was completing a loan modification in XXXX of XXXX and received my last mortgage statement before entering the current pandemic forbearance plan on XXXX XX/XX/XXXX. I sent Mr. Cooper the XXXX mortgage statement, pandemic forbearance acceptance letter, and the subsequent extension letters to show them everything they had sent me and what it said. I also sent Mr. Cooper a copy of my payment history showing the payments I have made since XX/XX/XXXX, which equal or exceed the amount of my month mortgage payment due and should clearly demonstrate my ability to make the mortgage payments going forward. I am not asking to get away from any debt that I owe. I simply request that the past due balance be deferred as was offered as a possible solution throughout the pandemic forbearance plan they offered me.
Company Response:
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A