Date Received: 2022-03-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called Mr. Cooper on XXXX and asked about getting the account set up on draft because it is difficult for me to make my full payment all at once. The representative told me that I had to get the account caught up before doing that, but she would email me the form. I told the rep that I would pay XXXX and XXXX payments to get the account caught up ; she said they should draft in XXXX. We both reviewed the calendar and discussed the draft beginning on XX/XX/XXXX. This was all spoken on a recorded call. Today, XX/XX/XXXX, I called Mr. Cooper, and the representative told me that the account wasn't set up on a draft because my account is not paid ahead ; the account is due for XXXX. I explained that when I submitted the form, the account was scheduled for XXXX, and I was paid ahead, but they sat on my request and didn't process it, and now they expect me to pay two more payments ahead to set the draft up for XXXX. The rep claimed that I had to make my payments prior to the XXXX and that was never told to me during my initial call. How is that fair? They never communicated that they couldn't set the account up for the draft. This is predatory and deceptive practice because I did exactly what I was told, and now I am forced to use bill pay for my bank and will be charged a late fee each month. This matter needs to be investigated. Why can't Mr. Cooper set the account up on draft as they stated in the recorded conversation? I was advised incorrectly by their staff and am now penalized by this company knowing I am trying to pay my mortgage on time, and they keep changing the rules to assist me better. They should have listened to the recording and honored what I was told. They also need to communicate better, especially when people lose their homes and struggle to keep a roof over their heads. I scheduled my half payment to be sent by my bank today and will send them a half payment each month so they will get a full payment each month, but I will also be charged a late fee every time. This is not fair. Again, this practice is predatory and deceptive.
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: Hello, on XX/XX/12 I called MR Cooper to inquire about a check I received from them in the amount of XXXX. While the agent reviewed the information and etc. ( MR XXXXXXXX XXXX ) noticed that I have a PMI on my account so he assured me he HAS THE AUTHORITY to remove that mortgage insurance, I was so happy to hear that only to find out that it was all XXXX at the end ; he has not any AUTHORITY, he was only just trying to sell me another refinance for my actual mortgages which Im happy with, and he also never told me that was he was doing until the end whe he send the documents to my email. I never asked for that and didnt even call MR Cooper for that reason ; his actions cost me a bunch of points down on my credit since part of the process was to run our credit reports ( me and my wife ) thinking he was someone with the AUTHORITY TO REMOVE THAT PMI from my mortgages. Because of this bad, fraudulent and false practice, Im filling this complaint. I send file a complaint about this with Mr Cooper but they have done anything so far.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2022-03-13
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 monthly payment was not collected due to insufficient funds due to the a same day deposit to cover the mortgage was deposited on the same day causing insufficient funds. XX/XX/2021, Nationstar withdrew XXXX payment making my mortgage 30 days late. No other mortgage payments were withdrawn after XXXX payment. In XXXX, my tenant of the property financed by Nationstar notified me of a balance of {$2400.00}. My privacy was violated because the tenant opened mail that was not to be sent to the financed property. The mailing address on file is my residential address but Nationstar mailed the letter to financed property without my approval. I was not notified by phone because Nationstar didn't have my phone number on file.
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2022-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XX/XX/2022, {$870.00} added {$25.00} making it XXXX. wanted to inquire about payoff amount, was told it would be a {$25.00} fee, declined. However the rep submitted it. I now have a {$25.00} fee attached to my payment. I have not paid yet. When I saw this I called in and was told a manager would contact me I had no such call. XXXX XX/XX/2022, I called in again, rep said that it should not have happened. Supervisor was to join us, but then was told I would be contacted in 24 to 48 hours. Still no contact from Nation Start, dba Mr. Cooper.
Company Response:
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2022-03-14
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: Good morning, Correspondence Sent to my XXXX I received the attached correspondence from Mr. Cooper dated XX/XX/XXXX advising/stating that I need to make my Mortgage Loan Payments before the XXXX of the month to avoid my payment being classified/flagged as late payments. This is not consistent with my monthly statements or terms of my Loan with Mr. Cooper dba Nationstar... which clearly states that " payments made after the XXXX of each month or on the XXXX are considered late payments. If there has been a change to the terms of the loan for my property, It is my expectation that Mr. Cooper should have provided the new terms formally in writing and by mail, not via the email correspondence received yesterday. There is enough stress in life ; Mr. Cooper is continuing to add to my stress by inaccurately reporting my mortgage payments to credit bureaus damaging my credit rating. I have been trying to recover since being downsized by XXXX. First of all, Mr. Cooper denied the inaccurate reporting and advised that I needed to provide documentation to prove this ; I did. Mr. Cooper did not move swiftly to correct this issue or resolve this matter. Can this latest action be considered retaliation? Thank God for My ID XXXX XXXX XXXX XXXX who alerted me to this. I will be filing formal complaints with those who regulate the industry. Disappointed beyond measure. From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX AM To : Research Outgoing XXXX Cc : XXXX XXXX XXXX Subject : Re : Research Reference # XXXX Good morning, To whom it may concern : I am once again demanding for the third time that Mr.Cooper correct the misinformation reported on my account to the three Credit Bureaus . Yet the reporting of this misinformation has been repeatedly denied by Mr. Cooper. File attached. I have not had one late payment since the Modification of my Loan ( with the support of XXXX ) Yet Mr. Cooper has chosen to flag my account with negative comments and misinformation of a missed or late payment when there has not been any since the loan was modified. I have not had a missed payment in 3 YEARS. Please update my file immediately or I will be forced to file complaints with : The Attorney General 's Office The Office of Consumer Affairs The Federal Trade Commission The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Maryland XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc : XXXX XXXX XXXX Subject : Re : Research Reference # XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX, XXXX AM To : XXXX XXXX Cc : XXXX XXXX XXXX XXXX Re : Research Reference # XXXX Good morning, Attached is documentation supporting requested by the Research department with the negative information posted in my credit file by Mr. Cooper. I am sure that you are aware that this impacts my credit score negatively. I spoke with two Customer Service Representatives XXXX and XXXX yesterday, XX/XX/XXXX. I don't appreciate Mr. Cooper 's Research Department stating that this was not factual, and notations made to my account records that late payments were never reported to any credit reporting agencies on my account ... as if I am making this up in my head. Since my Loan Modification, I have not had a single late payment from XX/XX/XXXX to the Present. However, I keep getting numerous email messages monthly and sometimes calls even though I have not had a single late payment in 3 years. I will continue to make my account payment between the XXXX and XXXX of the month ; payments are not late until the XXXX of the month. Nationstar XXXX Mr. Cooper did everything possible to deny me a XXXX XXXX until XXXX stepped in to help me save my home of 29 years. Nationstar dba Mr. Cooper made me take out an entirely new loan, causing me to start from scratch. Can any of these actions be classified as Red Lining? The attached data shows where Mr. Cooper made changes. I would like a formal letter of apology. XXXX XXXX XXXX XXXX -home XXXX - mobile
Company Response:
State: MD
Zip: 20745
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: What has happened to me has obviously happened to many, many others. My problem is : Since Nationstar XXXX has " engaged in unfair and deceptive acts and practices in violation of the Consumer Financial Protection Act of 2010 '' how is that they continue to engage in these unfair and deceptive acts ( lies ) and causing harmful mental anguish leading to suicidal ideations as they have done to me since being on forbearance due to being " indirectly '' affected by COVID and then granted a loan modification In XX/XX/XXXX and took the first payment that is shown on my bank statement of {XXXX} on XX/XX/XXXX and then added, as shown on Mr. Cooper 's statement, the adj. amount of {XXXX} from a suspense account and purposely misapplied that to look like a one-month mortgage payment in the amount of {XXXX}. When this was investigated as per my request by The South Carolina XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the response from Mr. Cooper to XXXX XXXX XXXX XXXX, Commissioner of Consumer Finance was : " ... the first payment was due by XX/XX/XXXX. The company was unable to process the loan modification because the first required trial payment was not received by the scheduled due date. '' After sending the copies of my bank statement that the first trial payment amount of {XXXX} was withdrawn by Mr. Cooper ( Nationstar XXXX ) on XX/XX/XXXX then next response was that that loan modification was actually " an error '' by Mr. Cooper because the loan was a VA loan and not assumable by me, his widow. Another lie! I have written proof with the letters I have received of conflicting information. The last loan that was a XXXX XXXX that was " signed and sealed by a notary '' in XXXX at my home. That first one was then deemed to be " not signed correctly '' and needed to be resigned ( eoe - XXXX XXXX for the Estate of XXXX XXXX XXXX XXXX ) After that second signing of that same XXXX XXXX that clearly stated the first payment was {$810.00} beginning the XXXX day of XX/XX/XXXX. When I called to make this first payment I was first told I had to make three trial payments in a different amount that was approximately {XXXX}. I told the person that the three-month trial payments were waved and that the document I was looking at clearly stated the amount was {XXXX}. After being transferred to another person, I was told that the escrow had to be paid and the new amount was the {XXXX}. I refused to make that payment as there was nothing in writing and the loan assumption agreement clearly stated the amount of {XXXX} and that is what I paid. As a result, this new loan was now not going to be given to me. Now they want me to do a Loss Mitigation, which I have already done in the past and I filled it out wrong because I filled it out as the " Borrower '' and I was clearly the " Co-Borrower '' My question to the person I was speaking to said the " borrower '' was my deceased husband. My statement to her was " All the information on the form about the borrower is about how much income, what the expenses are, etc. '' If the borrower is dead, how is it their income and expenses. The next person as I was filling out the new form as the co-borrower and called and asked specifically if I was the co-borrower and I was told : " No, you are the borrower. '' And I questioned her that the other agent told me I was the borrower and she said : " I have been processing mortgages for 30 years and I know what I'm talking about. '' So, needless-to-say, this whole process of trying to deal with, what should have been a VERY simple six-month forbearance, subsequent loan modification, putting the mortgage in my name ( as shown on probate as I am the 100 % successor in interest ) Mr. Cooper is obviously breaking the law XXXX How is it then that they are getting away with what they have already been proven to be doing of lying and causing harm and breaking the law?
Company Response:
State: SC
Zip: 29720
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our beach house is located on XXXX XXXX XXXX, XXXX XXXX, SC XXXX. We purchased the home on XX/XX/XXXX. At the time of preparing the purchase, we acquired insurance from SC XXXX XXXX for this home. That insurance was added as part of the package for the mortgage and paid for at closing. Our loan required an escrow account to be established, and the escrow payment was added to principle and interest payment to determine a monthly payment for the loan. However, when the renewals were sent by SC XXXX XXXX XXXX, only the standard home owners policy and flood policy were paid. This resulted in an overage within the Escrow account. Mr. Cooper refunded {$5000.00}. I questioned why? I was told about the practices associated with Escrow and how they were required by law to refund excess dollars. I then spoke with my insurance agent, XXXX XXXX, regarding the coverages and payments. We then noticed that XXXX XXXX XXXX policy had not been paid. When we inquired to the SC XXXX XXXX XXXX XXXX, we were told that while it was billed to the Mortgagor, but yet unpaid. The policy was to lapse on XX/XX/XXXX @ XXXX. We started calling Mr. Cooper customer service line, and got no resolution, finally were able to speak with a customer service representative in their insurance office. Who stated that while the bill was received, it was not " required '' insurance and therefore could not be paid out of escrow. After this conversation, were able to reach out to our agent ( XXXX XXXX ) again, and determine that it was required when the mortgage was established and had been paid from the proceeds of the closing via the closing attorney. So we returned to calling Mr. Cooper and their insurance department, which is apparently a different company, and provided them with the above information and the policy number. This time, the representative was able verify that we are required to have hurricane coverage. We were promised that the payment would now be made and expedited. However, XX/XX/XXXX due date came and went with no payment received. XXXX XXXX reached out to Mr. Cooper on XX/XX/XXXX and was told that the payment was denied again, and no real reason was given. I spoke to two different CSRs and was told by both that it was being processed. However, after being placed on hold, the first CSR dropped my call because of not hearing any response from me when she came back. She then stated that she would call my home phone which is the number associated with my Mr. Cooper account and leave a voicemail ( I could hear her talking and typing but she stated she could not hear me ). However, that voicemail was never delivered to my mailbox. I called talked to my second CSR of the day. This very confident and boasty gentleman, stated that it was denied due to improper billing address. He stated that XXXX XXXX had requested the payment sent to his office, but that his office was not in their system. Mr. Cooper could only send the payment to a properly vetted address. However, he could send it to the same address as the standard policy, which they had already paid, and is the SC XXXX XXXX XXXX XXXX XXXX in XXXX, SC. XXXX XXXX stated that would be fine, as he would then have them accept and apply the payment. Then the CSR stated that in " full disclosure '' that if there were no additional problems, the check would be written tomorrow and probably reach SC XXXX XXXX no earlier than Monday XX/XX/XXXX, but no later than Wednesday XX/XX/XXXX. XXXX XXXX then called the SC XXXX XXXX XXXX XXXX and was told that the policy was in grace period, but full payment had to be received by Midnight XX/XX/XXXX, or the policy would cancel. Once cancelled there would be no coverage under that policy and we would be required to create a new policy with at least a 16 day waiting period. This new policy could not begin prior to the payment being made. So my options are : To make an immediate payment of {$4100.00}, and hope that I can get refunded/reimbursed by either Mr. Cooper, SC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Do nothing, but hope that Mr. Cooper gets payment applied prior to cancellation/lapse. Hope there is no event that would require coverage provided by the XXXX XXXX XXXX policy occurs. And if it does, pay for damage from my own resources. Any combination of the above steps. I find it very unprofessional that Mr. Cooper ( XXXX XXXX ) did not inform the Mortgagee that the invoice for the insurance had been sent to them, and they were not going to pay it. Regardless of the reason for nonpayment, they should have sent a notification to the Mortgagee ( me ). Additionally, if the company ( XXXX ) monitoring coverage and processing payment on behalf of Mr. Cooper did not think that they Wind & Hail coverage was necessary, then they should have sent either me ( Mortgagee ) or Mr. Cooper a notice that it was not needed and had been applied to the closing cost of the mortgage. If on the other hand, they knew that it was necessary and required by the Mortgagor but not listed in my portfolio, they should have notified Mr. Cooper to enforce their rights to coverage. This would have alert me to the problem of the wind & hail policy not being listed and known by Mr. Cooper. That notification would mean this could have been resolved prior to the expiration date, avoiding the possibility of a lapse in coverage, and more importantly me being faced with the above options.
Company Response:
State: SC
Zip: 29801
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for forbearance due to XXXX XXXX and was successful for initial XXXX month forbearance but near end of XXXX month forbearance I elected to apply for another forbearance and they will not give me that option instead sending me loan modification documents where id need to start paying immediately when I can't and when I try to instead select forbearance it now says I'm ineligible, and online it says I would be eligible for at least XXXX months and up to XXXX months so mr Cooper is not following XXXX XXXXXXXX forbearance guidelines.
Company Response:
State: IN
Zip: 47909
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Mortgage paid in full on XX/XX/XXXX. XXXX mortgage payment was 30-day late. Mr. Cooper / Nationstar reported XX/XX/XXXX and XX/XX/XXXX payments as 30-days late to the credit bureaus. In XXXX of XXXX, started dispute process for the XX/XX/XXXX ( inaccurate ) 30-day late payment on credit report. During new mortgage / home buying process, 2 additional 30-day late payments showed up on this CLOSED account. XX/XX/XXXX and XX/XX/XXXX. Mr. Cooper has not made attempts to quickly resolve this inaccuracies- the new ones or the XX/XX/XXXX. A bad situation suddenly was way worse. Now, closing has been pushed back and we are at risk to lose this house we contracted to buy because Mr. Cooper has made it impossible to get these items fixed. We tried to get them to write a letter stating all of the inaccuracies, but they have struggled to craft something straight forward and effective for the new mortgage people.
Company Response:
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : Enclosed are copies of supporting letters, bank statements, etc. showing proof of all required payments/escrow payments made to Mr Copper, loan # XXXXXXXXXX. This loan was transferred from XXXX XXXX Mortgage to Mr Cooper beginning XX/XX/XXXX. Our bank statements prove they received bi-monthly payments in the amount of {$520.00} which equals the required monthly payment in the amount of {$1000.00}. Every payment has been made through our XXXX XXXX XXXX XXXX bank as shown on statements has been on time/not late as shown & cleared to Mr Cooper as you will find enclosed, statements dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. They have failed to correct their discrepancies which has caused me severe XXXX and adding insult to injury they have ruined our credit with wrongfully reporting late payments to all three credit bureaus. When the inception of this loan was transferred to them they received an escrow credit of {$380.00} which should have been posted to our escrow account which they failed to do. Instead they posted it to additional principal.. I immediately notified them on XX/XX/XXXX, XXXX XXXX # XXXXXXXXXX. When the accounting department reversed the escrow credit {$380.00} from additional principal they also reversed one of my payments of {$520.00} which they lost both payments and for the past XXXX months have not found the money and credited our account. They responded on XX/XX/XXXX stating they forwarded my inquiry to their Account Service Department to locate & apply our payments. To this day, no response, no help, nothing from them. I have made more than 40-50 plus calls to Mr Cooper for the past four months just getting the runaround. The few people that did promise to make this right, fix the errors & told me not to worry about getting reported to the credit bureau because it was their discrepancies did not come through. They told me everything would get reversed & if there were negative issues they would fix everything. The people I dealt with the most was XXXX XXXX XXXX XXXX Team ( Supervisor ), Deandria/Manager for XXXX XXXX Resolution Team, Donyea/CSR, XXXX XXXX XXXX XXXX XXXX etc XXXX Please review all enclosed documents and kindly remove the late and/or late payments on this account & also balance our mortgage/escrow account which was current at the inception of this transfer all payments to date as current & return our escrow credit you received in the amount of {$380.00} from XXXX XXXX Mortgage back to our escrow account. Please remove incorrect late reporting to all three credit bureaus asap! If you have any questions or need additional documentation, etc, please feel free to call me at XXX.XXX.XXXX ( c ). Sincerely, XXXX XXXX
Company Response:
State: AZ
Zip: 85212
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A