Date Received: 2022-03-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Copper Mortgage underwriting practice caused me a financial hardship and damage to my quality of life. My FHA mortgage protection insurance included death of spouse, my husband passed away of XX/XX/2020. I'm XXXX and have a XXXX, I tried numerous to contact Mr. Cooper regarding without acknowledgment
Company Response:
State: MT
Zip: 59101
Submitted Via: Web
Date Sent: 2022-03-02
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: Mr.Cooper bought my loan from my original lender. Under the agreement with the original lender, this loan was not suppose to escrow/impound for property insurance. i pay that outside of escrow with my company that also handles my vehicle insurance and other insurance products. I have called them four times, and told them to abide by the original loan agreement that they purchased. They always say they escalate it and will reverse the impound, but three months into this process, they continue to impound for property insurance. It is under Mr.Cooper Loan # XXXX. My name is XXXX XXXX, at XXXX, XXXX home address XXXX XXXX XXXX, XXXX XXXX XXXX CA XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was recently trying to refinance my mortgage and the lender notified me that I had two instances of 30+ day late payments from Mr. Cooper XXXX I called Mr. Cooper, submitted details to their escalation team and have still not heard back from them. I believe that these late payment ( s ) should be removed due to several reasons : * I was unaware of my Servicing being transferred to Mr. Cooper ( from XXXX ) in XX/XX/2021. * I was set up with auto pay with XXXX and this was not transferred. No one at Mr. Cooper attempted to reach out to me to let me know that payment was due. * I only became aware of the servicing transfer from my lawyer who tried to get a pay off quote from the previous servicer ( and was notified that it had been transferred ). * I called in to Mr. Cooper on XX/XX/2021 to request the payoff quote amount and the customer service rep did not inform me that the XXXX payment would need to be provided that day to avoid reporting late to the credit agencies. She provided a payoff quote reflective of the amount due if paid off in full the next week ( XX/XX/2021 ). She said any payment would impact this payoff # that I needed to give to the lawyer that day in order to close on the sale. * I paid the loan off in full on XX/XX/2021. Yes, my servicing was transferred unknowing to me while I was in the process of selling the property and moving to a new property. This has negatively impacted by credit and caused me to be declined for a refinance transaction which would have saved me thousands of dollars over the life of the loan. This was driven by operational issues related to the servicing transfer and miss-communication from the Mr. Cooper representative XXXX not a true credit/delinquency event.
Company Response:
State: NC
Zip: 28209
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, my home loan was transferred from XXXX XXXX Mortgage XXXX to Mr. Cooper. Since this transfer, the loan payments have been mishandled and to this date, I have received no resolution to this issue. During the transfer process, Mr. Cooper received a payment in the amount of {$2100.00} on XX/XX/XXXX from XXXX XXXX Mortgage to pay the XXXX mortgage payment. From that payment, {$2000.00} went toward the monthly mortgage and {$70.00} went to additional principle. This is the exact figures that would be processed by XXXX XXXX Mortgage. For additional context, I send my mortgage payments twice a month and XXXX XXXX Mortgage has handled each payment correctly with no errors. However, on XX/XX/XXXX, I sent my first mortgage payment to Mr. Cooper in the amount of {$1000.00} towards the XX/XX/XXXX mortgage payment. Mr. Cooper proceeded to process this payment towards Additional Principal instead of going into Escrow/Unapplied Funds area. On XX/XX/XXXX, I sent the remaining payment of {$1000.00} from my bank ( XXXX XXXX ) to Mr. Cooper which was processed on XX/XX/XXXX. However, this payment went to Unapplied Funds. On XX/XX/XXXX, a payment of {$1000.00} is sent to XXXX XXXX Mortgage. This payment was sent to XXXX due to not cancelling the previous automated payments in time. However, due to an agreement between loan servicers, I knew this payment would be eventually forwarded to Mr. Cooper. That payment was air billed and confirmed by XXXX on XX/XX/XXXX. Mr. Cooper then processes this payment on XX/XX/XXXX and applies that toward XXXX 's mortgage payment to complete the month of XXXX. However, this should have went toward Escrow/Unapplied Funds for XXXX 's payment. On XX/XX/XXXX, I sent a payment to Mr. Cooper in the amount of {$1000.00} toward XX/XX/XXXX 's mortgage. This payment should've completed the month of XXXX. However, they sent that entire payment toward Additional Principal. On XX/XX/XXXX, a payment of {$1000.00} was sent to Mr. Cooper and processed on XX/XX/XXXX, but this payment went to Unapplied Funds for XXXX. On XX/XX/XXXX a payment of {$1000.00} was sent to Mr. Cooper which should've been the start of the next month 's payment, but went toward completing the previous month 's payment. On XX/XX/XXXX, I receive a certified letter from Mr. Cooper stating that the loan was late more than 30 days, which came as a surprise to me since I checked my account 3 days prior and saw that the amount due was the {$970.00}. Based on the cadence of my payments, that would've matched the normal remaining amount due, which would've been covered by the payment on XX/XX/XXXX and made the account current based on the payment dates listed on their invoices. Which will be attached. However, when I signed into my account on XX/XX/XXXX, the account stated the amount due was over {$3000.00}! I checked the payment 's received and how they were processed and immediately spotted the error. I contacted their customer service to notify them of the error in how the payments were processed. They documented the account and stated that they would take care of the issue. The call lasted about 25 minutes. On XX/XX/XXXX, I called back to check on how long it would take to correct the issue on my account and to track down the payment information for the payment that mistakenly got sent to XXXX XXXX Mortgage. In their system, they fail to account for the breakdown in how payments are received and merely join them together to show the monthly payment. The only way to tell is via the online statement that is also mailed if requested. Based on the statement, I showed that the payment was received, but their online agent couldn't immediately identify it on their end. This shows that there is a gap in their payment system. I asked the agent how long it would take to correct the error on my account and they stated around 5 business days. After 5 business days, I noticed that there was no action done on my account. I waited a few additional days, but there was still no action. On XX/XX/XXXX, I sent a correspondence to their Message Center stating that the issue has not been resolved and I was seeking answers. Their system sent an auto reply and closed the ticket with no action. On XX/XX/XXXX, I sent an additional notification regarding the same issue along with an additional issue that was outstanding. The outstanding issue was an inquiry on removing the PMI insurance based on the actual value of the home. The first request was sent on XX/XX/XXXX and they sent no information regarding the process. During my call on XX/XX/XXXX, I asked again and they transferred me to a department to handle that issue. They stated that they would schedule an appraiser to evaluate the home and look at the improvements that were made. However, on XX/XX/XXXX, they cancelled the process due to the loan being late in their system. On XX/XX/XXXX, I called their customer service department again, but I did not get anyone on the phone and instead, they asked if I would like to request a call back when their agents are free. I did so, but no one has returned my call. I called again today and again, I can not get anyone on the phone to properly handle the issue. This is the basis of my complaint. Attached are the statements and correspondence received.
Company Response:
State: WA
Zip: 98208
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I monitor my credit on a weekly basis to weed out fraud or anything unusual happening to my account. Back in XXXX I got a ding on my account saying that a merchent pulled my credit report. I then got in contact with XXXX. I spoke with a representative from XXXX and then I let them know that I wasn't aware of the merchant who pulled my credit. They then told me to file a complaint with the FTC. I did so along submitting the FTC documents and writing a letter to XXXX. Maybe 30 days later I had still seen that the merchants information was on my credit report. Then I also go another ding on my account about another account that was in XXXX. I called XXXX again and I explained to them that this account had been closed since XXXX. They then told me that I had to contact the company which I did and I spoke with a representative at the company. They then told me they had spoken with XXXX to have this account reflect as being paid off. However, nothing has changed on the credit report. I called XXXX again and I sent a written document along with a copy of the actual report. And again it's still on my credit report - nothing has changed. 3 weeks ago I did a dispute of 3 items on my credit report and I noticed a change on my credit score. I had called yesterday and last week requesting that these items be removed. It shows " Closed '' but not removed from my credit report. I've seen a lot of derogitory accounts on my credit report that I would like to have removed.
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Mr Cooper back in XXXX. I was told I need to start making payments to them as of XX/XX/XXXX. Today is XX/XX/XXXX and I am not able to make payment. I tried for a month to register online and it will not recognize my info. I call on the phone and the phone system recognizes my number but then after hours of waiting on hold no one ever answers. I also push 1 for a call back and the system never calls me back. I got ahold of someone today and they claim they are not servicing my loan and it's some XXXX company. They transfer me there and then I am told they have no idea who I am. Bottom line. I HAVE NO WAY TO PAY MY MORTGAGE AND NO WAY TO CONTACT WHOMEVER I AM SUPPOSED TO PAY. So I literally can not pay my mortgage and have no way to get help since no one claims to be servicing me!!!
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We paid off a coop mortgage loan in XXXX, but Mr Cooper still has not terminated the state UCC 4 years later. Their employee XXXX XXXX said to contact her directly in a letter dated XX/XX/XXXX. So, my attorney sent her a letter on XX/XX/XXXX, she did not respond. Then, my attorney followed up with her again 2 weeks later, and still got no response. I called her, left voice messages, emailed her numerous times, including XX/XX/XXXX and XX/XX/XXXX of this year. Four years have passed, her failure to respond has prevented us from selling the property. This is extremely poor customer service, especially she is a Customer Relations Specialist, and is in violation of the law to terminate UCC in a timely fashion after the loan is satisfied.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold by XXXXXXXX XXXX to Mr. Cooper XX/XX/2022. XXXXXXXX XXXX transferred escrow to Mr. Cooper XX/XX/2022 in the amount of {$540.00}. Mr. Cooper claims that XXXX XXXX never transferred said funds of escrow and has refused to pay home owners insurance despite the records indicating the contrary. XXXX XXXX XXXX ( home owners insurance ) was paid out of pocket in the amount of {$1000.00} on XX/XX/2022 in order to avoid going into default of the contracted loan. XXXX XXXX XXXX has attempted several time to rectify this issue with Mr. Cooper ( having already been paid in full ) only to be denied at each attempt. Mr. Cooper has constantly been unreachable and unwilling to communicate by phone or email in order to rectify this situation. We have reached out multiple times to Mr. Cooper only to be disconnected from the call in every instance of contact. The only successful communication made between Mr. Cooper and the mortgagee was the initial call to set up payments in XX/XX/2022. In summary the payments towards the mortgage are current, homeowners insurance is paid in full and the mortgage company ( Mr. Cooper ) is refusing contact.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am in the middle of a medical crisis, trying to determine whether or not to continue medical care due to overwelming burden of trying to get better while trying to save my house. Modification effort went on from XXXX. Mr Copper personnel have been negligent in performing their dutiies to offer a modification. A " fake '' modification was offered with high pressure applied to refinance. I did not ask to purchase a new product, just modify the current loan so I can afford my medical expenses. Was told that Mr. Cooper person assigned to my loan was a fake person " designed to make our efforts appear to be legitimate and in compliance with rules regarding loan modifications ''. It was for that reason phone calls were not returned! Mr. Cooper is an extremely predatory lender, one who sees escalated needs as a reason to elevate loan product sales. They are not interested in helping people, only in profiting from their misery. A listen to the phone recordings will render astonishingly disturbing results. I just want to save my house and get better. With Mr. Coopers help I can not foresee either.
Company Response:
State: MI
Zip: 48390
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, it came to my attention that NationStar Mortgage XXXX, XXXX. Mr Cooper failed to pay my hazard and flood insurance premiums. I requested that Mr. Cooper pay the premiums immediately by overnight mail as my insurance would expire in the next few days. Mr. Cooper then sent a check by regular mail. Once my insurance broker informed me funds were not received, I requested Mr. Cooper send a second check overnight to avoid a laps in coverage. Funds were received during the grace period and a laps in coverage was avoided. Mr. Cooper failed to put a stop pay on the XXXX check which was also cashed by the insurance XXXX. The insurance XXXX mailed a check for the over payment to the property address rather than my mailing address. Therefore I was unaware Mr. Cooper has paid twice and I had not received any funds from the insurance XXXX to prompt me to think otherwise. In XX/XX/XXXX, while preparing tax docs, I realized Mr. Cooper misreported my XXXX XXXX payments by double the amount. The escrow analysis team also performed an analysis using the wrong escrow balance. Upon, learning all this I have spent the remainder of the XXXX to have everything corrected. The Insurance has sent a second check to my mailing address in the amount of {$2200.00} for over payment. I advanced {$2500.00} on XX/XX/XXXX to Mr. Cooper to deposit in my escrow account and requested a new escrow analysis to avoid a payment increase of {$300.00}. Mr. Cooper has refused my request for a new escrow analysis. All this is a result of Mr. Cooper failing to properly manage MY escrow funds. I want Mr. Cooper to provide a new escrow analysis to avoid such a huge increase in my monthly payment.
Company Response:
State: TX
Zip: 76040
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A