Date Received: 2022-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXXXXXX XXXX, sub servicer, XXXX Mortgage sold our loan to Nation Star Mortgage XXXX : Mr. Cooper effective XX/XX/XXXX, prior to this transfer in XXXX, XXXX we were impacted by employment/income reduction due to XXXX XXXX, pandemic, XXXX, our lender at the time approved us for a XXXX XXXXXXXX Partial claim that would extend our loan period of the XXXX payments we needed assistance with through a process called load modification, we continued to make our monthly mortgage payments with the understanding the XXXX payments we defaulted would be extended to the back of our loan and our account would be brought current. We submitted signed notarized documents for the loan modification process request by XXXX, submitted via overnight mail to XXXX and received confirmation XXXX received them XX/XX/XXXX. Surprisingly we received a notice from XXXX dated XX/XX/XXXX advising us since they transferred our loan to a new lender, Nation Star XXXX : Mr. Cooper they will not be able to process our loan modification and stated they have transferred our paperwork to Mr. Cooper. We reached out to the new lender, Mr. Cooper on multiple occasions beginning XX/XX/XXXX to confirm if they received our load modification paperwork from XXXX, only to be told they have XXXX days to complete the transfer of the loan including payments, paperwork to the current terms of the loan. I continued to reach out to this lender to make sure what we are being told is accurate and that our claim is being processed of the loan modification, through countless hours of calling Mr. Cooper including conference calls I requested with our prior servicer & Mr. Cooper to make sure this is getting processed we were left hopeless and furious to be informed they don't have our paperwork XXXX days has now gone by since the transfer of the loan and now to be told we need to submit new documents. Mr. Cooper mailed us new documents to sign w/notary XX/XX/XXXX we quickly returned the signed documents to Mr. Cooper using the XXXX Priority Label they provided us. When I called to confirm receipt of our paperwork and gave them the tracking information confirmation dated XXXX showing received and signed by XXXX XXXX, they proceeded to tell me they can not locate our documents we sent them. At this point I am beyond furious of the lack of support and resolution this company had to offer so I decided to email a manager given to me by Mr. Cooper, representative XXXX, XXXX I submitted our concerns to this individual and to no surprise we never received a reply, I then submitted a " ticket '' to Mr. Cooper message center at the site on my account and naturally no reply. We have made ALL payments to Mr. Cooper since the inception of the transferred mortgage XX/XX/XXXX. I am requesting an immediate response to this complaint. In addition, Mr. Cooper sent a notary service company to my door to hand letters when in fact we already provided our signed notarized documents. On a file note, through my research of the new lender, Mr Cooper, we have a greater concern that XXXX XXXX XXXX XXXX sold our loan to a lender Nation Star, XXXX Mr. Cooper while this company is actively being litigated for payment processing errors and various other non-compliant actions via class action lawsuit.
Company Response:
State: KS
Zip: 66062
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a loan modification appeal on XX/XX/2022, 2 days later I was denied. I called to ask why, I was informed by Mr Cooper employee, if you apply for a loan mod appeal within 12 months it was an automatic denial, I was not told this at all, in fact I was told to appeal the decision by letters I received. Per the information on Mr cooper site and mailings they state a decision can take up to 30 days. how can they examine my financial and make a decision 2 days, when this process goes through many phase. I feel like I am being preyed on due to my age.
Company Response:
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is a very brief summary of a problem that I have had with Nationstar Bank dba Mr. Cooper starting in XXXX when Mr. Cooper added approximately {$600.00} to my monthly payment of {$910.00} because of escrow that was calculated at the incorrect amount for two reasons : 1. South Carolina property taxes were at a higher rate because I did not have my SC Driver 's License and they did not consider me as living in a " primary residence '', thus charging me at a higher rate which was incorrect. 2. My husband had passed away XX/XX/XXXX and he knew at the time of his death that he would be XXXX at a rate of XXXX XXXX XXXX. His XXXX rating was in adjudication at the VA at that time. I could not afford the increase of {$600.00} a month and I was allowed to go on forbearance for six months because I was " indirectly '' affected by COVID-19. I was affected by the inability to getting the proper paper work done by both the SC Tax Department and the VA Department because of a shortage of workers and a slowdown in paperwork getting done. During that six months time of forbearance the paperwork was completed including my deceased husband 's rating of 100 %. In the state of South Carolina there is XXXX property taxes to be paid. My husband new at the time we decided to move from North Carolina to South Carolina since me, being the widow, would be waved of the SC Property taxes. In XX/XX/XXXX, I was granted a Loan Modification that was to start by paying the first of three trial payments of {$810.00} and that payment was to be made by XX/XX/XXXX. This payment was made XX/XX/XXXX. I have the bank statement showing that Mr. Cooper had that XX/XX/XXXX. This payment was for XXXX and the next two trial payments would be for XXXX and XXXX and after those three trial months were paid that the loan modification would be " approved. '' When I called to make the second payment I was told that I could not have the loan modification because the VA Mortgage was not assumable by me. Of course, I am the 100 % successor in interest and I have the probate papers from the court showing this. After many months of phone calls, faxed papers for what Mr. Cooper had me fill out and fax, re-fax, re-do, etc. I complained to The State of South Carolina Board of Financial Institutions - Consumer Finance Division and Mr. Cooper told XXXX XXXX XXXX, Mortgage Examiner, that I did not make the first required payment by the due date of XX/XX/XXXX. I proved that what Mr. Cooper had done was they had taken that the first payment of {$810.00} and used an additional amount that is shown on their own bank statement of adj suspense account in the exact amount of {$370.00} to bring a total of {$1100.00} and applied that total payment to a monthly payment and lied to XXXX XXXX telling him that the reason the Loan Modification was denied was because the first trial payment was not paid on time ( XXXX XXXX, XXXX ). After I proved to XXXX that Mr. Cooper was lying by showing them my bank statement and that showed that amount was indeed paid on XX/XX/XXXX, Mr. Cooper changed the reason of why the loan modification was denied because of an " error on their end '' and that the mortgage was not assumable by me because it was a VA mortgage and only signed by my deceased husband and not assumable by me, the widow. There are many other lies told and corruption on the part of Mr. Cooper and I have experienced a lot of emotional distress including suicidal ideations that led to hospitalizations twice. A letter dated XX/XX/XXXX read : Congratulations, you are eligible for a loan modification which will permanently change the terms of your mortgage. This new loan was a Fannie Mae and the papers were signed and notarized at my home now in XX/XX/XXXX, after an entire year of paperwork, lies, emotional anguish, and then had to be redone 2 weeks later because the papers were not signed properly. Then redone again and the first payment was to be made in the amount of {$810.00} starting XX/XX/XXXX. When I called Mr. Cooper to make that first payment I was told that no, the amount was {$970.00} ( approximate amount, I do not remember exact amount ) for the first three months of a trial period. There was no three-month trial period. Then I was told that that amount had to be paid for missing escrow. Since nothing was in the agreement that stated this I made the amount that was stated that was signed and notarized, which is a legal document stating that was the amount to be paid.
Company Response:
State: SC
Zip: 29720
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage loan was moved to mr. Cooper when we refinanced in XXXX XXXX. Mr. Cooper made a mistake when transfering the loan informationto to their system. They mispelled my husbands name. I contacted them when we received our first statement in XX/XX/XXXX to informed them of the problem and I was told that we had to send some documents to fix their mistake : written note, birth certificate, and driver license. We were supposed to have an answer within 5-7 business days. I was confused because this kind of situation had never happened to us before. I sent all of this information through mail in XX/XX/XXXX to their Notice of Error/Information Request/QWR* address that I found on the back of our mortgage loan statement. I contacted them again XX/XX/XXXX at XXXX p.m. spoke to XXXX and call was disconnected, XXXX did not call back so I called again XX/XX/XXXX and spoke to XXXX. XXXX was able to assist and transferred me to an escalation specialist named XXXX. XXXX pulled the Deed of Trust and apologized for mr. Coopers mistake on mispelling my husbands name. She made the correction and said I did not need to send any paper work to prove that my husbands name is his legal name. I informed her that I had already mailed all those documents and at least one month had passed and no one had contacted me to fix the issue. XXXX said it would take them just a few days to fix the issue and I asked her to make sure our 1098 form would be sent in with the corrections made. She assured me the issue would be resolved. We received our XXXX laon statement and the name correction had not been made. We received our 1098 along with a 1099-INT form and my husbands name was spelled incorrectly! I called mr. Cooper XX/XX/XXXX and spoke to XXXX and he transfered me to XXXX XXXX, an escalation specialist. XXXX XXXX said the name correction had been made. He said he would request to have the name correction on the 1098 form and regenerate a new one. He promised to call and or email me with updates within a few days, he did not. Name correction was done on the loan statement, but no regenerated 1098 form was sent to us. On XX/XX/XXXX at XXXX pm. I called mr. Cooper once again. Spoke to XXXX, informed him of all the troubles we have endure with mr. Cooper and requested and explanation for the lack of professionalism and documentation that needed to be provided to us. I also complained of two letters we received from mr. Cooper stating Based on the information you provided, the bame on your account has been updated from mispelled name to correct name. Please note that while we will change the bame in our systems, the documents recorded in the county will remain under the original name on the obligation. No explanation was given in regards to this note even though mr. Cooper is at fault for this mistake. XXXX said the request made by XXXX XXXX to regenerate another 1098 for had been denied. He asked if we were informed of this and I told him we received no letter, no call, no email in regards to this denial. XXXX said he would submit another request to have a 1098 for regenerated with the correct name and would provide proof at the mistake so that the request would be taken and the problem would be fixed. He said this would take a few days and we should receive our 1098 form in a few days. XX/XX/XXXX, we have not yet received the corrected 1098 form. This has been the worst experience we have had with any loan mortgage. Not very good service!
Company Response:
State: CA
Zip: 93292
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our XXXX city taxes were not paid by our mortgage company, Mr. Cooper. I was notified by our city dept in XX/XX/XXXX. I worked with Mr. Cooper and on XX/XX/XXXX, Mr. Cooper completed a tax analysis, corrected the tax amounts for both the City of XXXX and XXXX XXXX. The XXXX city taxes, {$550.00}, were then paid correctly. At this time ( XX/XX/XXXX ), they also showed the correct amount for XXXX XXXX, {$1800.00}. On XX/XX/XXXX, I received a new tax analysis that changed both XXXX of XXXX ( {$66.00} ) and XXXX XXXX ( {$220.00} ). These were not the correct amounts. I retreived the XXXX tax statements from both XXXX XXXX ( {$1800.00} ) & the XXXX of XXXX ( {$550.00} ). On XX/XX/XXXX, I sent a message after hours within Mr. Cooper 's secure message system with the tax statements and a request to have them pay the correct amounts to both the City and County. I also asked for them to call me and confirm this was handled. My wife called on XX/XX/XXXX and talked to their XXXX dept. She was told this was being escalated and it would be handled. They said the would follow up once it was resolved. On XX/XX/XXXX, I called Mr. Cooper because I had not received a follow up call. I was assured this would be handled and the taxes would be paid. I called again on XX/XX/XXXX. The agent worked with me to find the correct tax amounts online and entered them into their system. He then worked with the escalation team and they said this would be paid on XX/XX/XXXX or XX/XX/XXXX. On XX/XX/XXXX, neither have been paid and we are getting the same story from Mr. Cooper. The property taxes are now late.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see all attachments -- uploaded. You have permission to speak with my XXXX XXXX XXXX mobile phone : XXXX
Company Response:
State: OK
Zip: 74464
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: There is incorrect information on my report. My wife has the same inaccurate listing on her report as well. We sold our house in XXXX of 2021 so there was no foreclosure.
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: A mortgage company has a foreclosure listed on mine and my husbands credit report. We sold our home in XX/XX/2021 ... .so, there was no foreclosure and yet, the mortgage company that held this loan listed a foreclosure on our credit reports.
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to close on my loan and the company is refusing to give me a payoff. I spoke with XXXX at Mr Cooper, subservicer for XXXX XXXX XXXX XXXX XXXX. They have indicated they have too many loans to be able to help me with my loan.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60543
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I informed the loan provider that the property had delinquent taxes even though I had made all payments in full and in a timely manner to Escrow. Amount for XXXX : around {$8500.00} Amount for XXXX : around {$400.00} On XX/XX/XXXX, after multiple follow ups, the company told me they have investigated and see no issues at their end. The same day I explained to them where I was seeing the issue. The representative then mentioned that there seems to be an incorrect parcel number at their end so taxes are not being paid on time. I was told I will receive an update by XX/XX/XXXX. I did not receive any update. I followed up every day and was told I will get an update the next day, which never happened. Finally on XX/XX/XXXX, the amount was debited from my escrow account and I was provided a XXXX tracking number saying that the payment would be sent overnight to the county. The payment was never sent! Upon more follow ups, I was told the payment would get to the county by XX/XX/XXXX. On XX/XX/XXXX morning, I was told the payment went out that day. Today is XXXX XXXX - there is no update on the XXXX label or the county website and the money has been debited from Escrow. It is unbelievable the amount of work this has caused after making all payments on time. Completely irresponsible and unacceptable.
Company Response:
State: WA
Zip: 98074
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A