Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 Nationstar Mortgage XXXX d/b/a Mr. Cooper withdrew an additional {$1400.00} from my bank account after my loan was payed off and account closed. This was through an automatic payment that was supposed to be canceled automatically after the loan amount was payed in full on XX/XX/2022. I have called and emailed customer support for them to return my funds, but have yet to receive any money. Nationstar Mortgage XXXX has taken my money and won't tell me when or how they intend to return it.
Company Response:
State: CA
Zip: 92081
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: In XXXX we received a notice our escrow account was underfunded by $ XXXX and that if we did not fund it, our payment would increase by {$100.00} per month. We promptly sent the requested amount. To our shock our payment increased by $ XXXX per month AFTER our check posted. We believe that Mr. Cooper has been deceptive and is overfunding our escrow, in effect forcing us to provide them funds interest free for the next year. We have reached out via their app and can not get answers
Company Response:
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi there, Im writing in regards to my loan # XXXX for property located at XXXX XXXX XXXX in XXXX, KY XXXX. I have multiple payments which have been incorrectly applied and this appears to be a reoccurring issue that Id like resolved and a permanent solution in place. All of my former servicers offered an automatic bi-weekly payment feature. For this, I chose the day of the week and how much Id like to pay each transfer, or each month. My regular payment is just under {$700.00}, so Id always simply round up to {$700.00} total each month, with each bi-weekly transfer being for {$350.00}. From my understanding with your ticket # XXXX, the only bi-weekly automatic payment is for the day code of Friday with the 3rd transfer in a month being allocated to principal. I do not agree to these terms as I simply want to make a {$350.00} payment every other week, totaling 26 payments, or 13 months worth of payments in one years time. I also do not want the day to be on Friday. Currently I have an automatic bill p ay setup through my bank, where {$350.00} is electronically sent every other week. However, doing this it appears each of my payments are not correctly being applied as half payments, then after the second payment, being applied as that months payment. Please advise how we can accommodate my request to make bi-weekly transfers that are applied correctly, either with my bill pay payment, or with your transfer form/system. Thanks so much!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 420XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have mortgage with Mr. Cooper. My property sustained damage due to a fire XX/XX/2018. I have fought viciously with my insurance company to pay for the damages for over 2 years. In this time I not missed a mortgage payment. The insurance company finally release a large payment to myself and my mortgage company. At this time the mortgage company is refusing to release any further funding so that I can complete more work on my property. This is causing a hardship for my family. I am asking Mr. Cooper to release further funding so that I can complete more repairs on my home. This is an urgent matter and I am facing hardship everyday that Mr. Cooper holds funding that is made for the repairs on my home. Please assist me in recovering this monies for the repairs to my home.
Company Response:
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was told over and over by my mortgage company that my payments would be the same after my Covid relief and that everything that was missed would be put onto the back of the loan. Now my payments are becoming due and my house payment went up {$300.00}. This was deceptive.
Company Response:
State: UT
Zip: 84044
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I work in the real estate industry and own several properties. My current residence 's loan was transferred at the end of 2021. We are now in XXXX and I have received notice that my homeowners insurance has not been paid and now I don't know if this house is currently insured. Additionally we had an escrow shortage due to a tax increase which I want to pay up front instead of the additional payment every month. And I have PMI which I want to have removed from the mortgage as we have reached that limit. This company is costing me money and potentially putting us at risk. This is completely unacceptable and I don't understand how a loan servicer is allowed to operate like this. It should be illegal and should require them to sell their company and loans to a competent loan servicer. I have read several reviews of people who have had very similar issues. Please do something about this, it is not right.
Company Response:
State: NJ
Zip: 07003
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had an existing mortgage with XXXX. In about XXXX, XXXX, at about the same time, I initiated a refinance AND XXXX advised that they were transferring my mortgage to Mr Cooper. Due to the timing of these events, I never made a payment to Mr. Cooper. My last payment to XXXX was XX/XX/XXXX and my first payment to my new mortgage company ( XXXX ) was XX/XX/XXXX. This is as usual, having a month ( XXXX ) with no payment during a refi. Closing on the refi was XX/XX/XXXX. I never received a bill or statement from Mr Cooper. I called Mr Cooper on/about XX/XX/XXXX because I was concerned that they did not show my mortgage as having been paid off, which should have happened by then. I asked if I needed to send a payment and the Mr Cooper rep told me that was not necessary because I was protected under RESPA ( this first time I had ever heard of RESPA ). He added that payoffs were taking a long time because of the volume of refis that were happening at the time. Eventually, Mr Cooper was paid off and I started making payments to the new mortgage on XX/XX/XXXX. At this point, I thought everything was fine. I then began noticing my credit score had dropped. I presumed, for a while, that this was because of the mortgage finance activity ( my understanding is that getting a new mortgage drops the XXXX score ). Then, I applied for a loan from XXXX, who I had done business with before. They declined my application for a loan ( XX/XX/XXXX ) because my credit report showed a late mortgage payment. This was when I was first aware of that something was wrong. I checked my credit report and found the late payment notice posted by Mr Cooper. I filed an inquiry with Mr Cooper, providing them the necessary information. I got a notice back from them saying they would need more than 30 days to reply. I never got another notice from them. I called Mr Cooper on/about XX/XX/XXXX to check on the status of my inquiry. I was advised on the phone that they had made the determination ( and supposedly notified me by mail, but I never got it ) that the reporting of a late payment was accurate and they would not change their report. Bottom line : I never got a statement/bill/accounting notice from Mr Cooper. Mr Cooper became my mortgage company, involuntarily, because my loan was sold to them by XXXX. I never made a payment, nor was I expected to ever make a payment to Mr Cooper. The Mr Cooper mortgage was paid in full, on time, under the terms of RESPA. Mr Cooper violated RESPA by reporting a late payment.
Company Response:
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced a mortgage on an investment property that I own in XX/XX/2021. XXXX lender originated the loan, then sold the loan to a mortgage servicer/lender by the name of Mr Cooper. My XXXX mortgage interest was built into the closing costs, the next month does not have a mortgage payment due, and so my first payment was due onXXXX the originating lender, unless the loan was transferred before then to Mr Cooper. The loan was in fact sold to Mr Cooper in XXXX with an effective transfer date oXXXX, so I would be making my first payment to them. XXXXwas a busy time for me. My family moved, our new home was being renovated, and I dealt with a family crisis during that time. I understood that there is a 60-day grace period starting from the loan transfer effective date, so I made myXXXXpayment as well as my XXXX payment to Mr Cooper on XX/XX/XXXX knowing that I needed to make the payments within that first 60 days. Assuming all was well, I made my XXXX payment and XXXX payments. A few days ago I learned that Mr Cooper forced the original lender to buy back the loan as a scratch and dent mortgage on XX/XX/XXXX because I did not make myXXXXpayment on time. I am not privy to all the discussion between the originating lender and Mr Cooper, but my originating lender is stating that the loan was being forced back to them because Mr Cooper stated the payment in XXXX was late. I reached out yesterday to the customer service side of Mr Cooper to ask them about the situation. Eventually I was escalated to an Executive Resolutions Specialist who claims that the loan can not have been forced back to the originating lender due to a late first month 's payment because the payment was made within the 60-day grace period window. However, internally, Mr Cooper is telling the originating lender that my XXXX payment was late, therefore the loan is now a scratch and dent loan ( and I am being forced to refinance as a result ).
Company Response:
State: UT
Zip: 84123
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We try to submit a modification packet every month but the bank continues to decline by asking for a 6 months profit an loss statement which we provide every time. It seems like they simply don't want to modify the loan. All of the requested conditions by the bank were met by us and we update the packet every month, and all they do is look for reasons to decline.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Seterus which is now controlled by Mr. Cooper refuses to provide information requested. In addition, they will not return phone calls. To make things simple for the CFPB for which I believe is in cahoots with Mr. Cooper because of financial gain. Seterus filed a false entry in 2015 and Mr. Cooper refuses to provide detailed information or return phone calls, and names of people that they say in their letter that verified. Please read the attached document which includes complete detailed information that has taken me many hours to compile because CFPB is in partnership with Mr. Cooper. My only remedy left is to take legal action which I can't afford due to the fact I'm a XXXX XXXX XXXX veteran.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A