Date Received: 2022-02-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started my modification application in XX/XX/XXXX because my balloon payment was coming up to be due in XXXX. My application was paused in underwritting because there were some questions. I addressed all of the questions and made the changes they requested. XXXX. ) they wanted me to submit a lease agreement, I explained that my XXXX business is a bed and breakfast and does not have a lease agreement. I was told to change my XXXX ( application ) to show the income as a business instead of a rental income. I was also told to submit a P & L and bank statements. I did all the above, the XXXX & XXXX and statement was approved, but the lease requirement is still not removed. XXXX. ) They wanted a court document for my child support. All I have is years of bank statements showing the receipt of the money and an affidavit from my ex-husband because we did not need to go to court to come to an agreement. Since that was insufficient, I asked them to exclude the child support as an income source altogether. I was told to submit another XXXX excluding the child support, which I did. Both the child support and lease requirement were still not removed. From XX/XX/XXXX until XX/XX/XXXX I did not hear back from my assigned agent, although I called and sent several emails but was always told someone will get back in touch with me, but nobody ever did. I then received a denial letter dated XX/XX/XXXX stating that I was rejected for the modification because " I failed to submit the required documents ''!! I sent a really long email on that same day to their customer relations, research department and all emails I had from Mr.Cooper stating my complaint and providing all the emails and details ( similar to above ). I received a response on XX/XX/XXXX from the assigned agent, XXXX XXXX, My apologies for your experience, I have escalated the issue once again and we will get back to you as soon as I receive a response. I have followed up with calls, voicemails, and emails since I received that email and still, as of XX/XX/XXXX nobody is responding to me. Due to this false reporting from Mr.Cooper, my credit score has dropped from XXXX to XXXX, that is a difference of XXXX points within 2 months! The modification would have closed in time if Mr.Cooper would have processed my application. I also tried to make a payment when I called customer service but I was told the minimum payment was more than XXXX.
Company Response:
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2022-03-15
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: The mortgage company ( MrCooper ) failed to pay ( posted the payment late on a Friday for a policy expiring Sunday at XXXX AM, and it did not make it in time ) the XXXX XXXX in time and the policy elapsed. I had to jump in and pay to prevent the policy cancellation. I contacted MrCooper a week ago asking them to correct the amount and brought to their attention the insurance payment due date. I acknowledged the reception of my email. MrCooper purchased the loan from XXXX XXXX last year and thay assure that all the information is updated and there no specific action from my side. Today I came to know that the Insurance company still has the old Mortgage company information. There is a serious flaw in this whole process.
Company Response:
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/XXXX, my mortgage loan was transferred from XXXX to Mr. Cooper. I was not made aware of this transfer. On XX/XX/XXXX, I utilized bill pay via my XXXX XXXX account to pay the XXXX payment to XXXX Mortgage for {$2100.00}. My XXXX statement from Mr. Cooper came to me showing that I had missed XXXX 's payment. Since XXXX, I have been working with Mr. Cooper, XXXX to resolve this problem. I was told by Mr. Cooper that they would work to retrieve my XXXX payment from XXXX. I worked with XXXX and Mr. Copper for months to resolve this issue. XXXX stated that they did not receive the payment, however, my bank records show that they cashed the check received by XXXX XXXX XXXX pay in XX/XX/XXXX. On XX/XX/XXXX, I see that my credit score dropped almost XXXX points. I called Mr. Cooper and was told that since XXXX told them that they did not have the money for XXXX 's payment, there is nothing that they can do! That day, I paid Mr. Cooper the XXXX payment and started working with XXXX XXXX with Mr. Cooper. Her number is XXXX XXXX I gave her documentation from my bank that proves that the XXXX payment was cashed by XXXX and she was going to submit that to her supervisor to look to resolve the issue with my credit score. Nothing has been resolved. I was told during this entire time by Mr. Cooper that my credit score would not be affected but it has and this is not my doing. I need help please. How can I get this issue resolved ASAP with my credit score?
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/XXXX, my mortgage loan was transferred from XXXX to Mr. Cooper. I was not made aware of this transfer. On XX/XX/XXXX, I utilized bill pay via my XXXX XXXX account to pay the XXXX payment to XXXXXXXX XXXX for {$2100.00}. My XXXX statement from Mr. Cooper came to me showing that I had missed XXXX 's payment. Since XXXX, I have been working with Mr. Cooper, XXXX to resolve this problem. I was told by Mr. Cooper that they would work to retrieve my XXXX payment from XXXX. I worked with XXXX and Mr. Copper for months to resolve this issue. XXXX stated that they did not receive the payment, however, my bank records show that they cashed the check received by XXXX XXXX Bill pay in XX/XX/XXXX. On XX/XX/XXXX, I see that my credit score dropped almost XXXX points. I called Mr. Cooper and was told that since XXXX told them that they did not have the money for XXXX 's payment, there is nothing that they can do! That day, I paid Mr. Cooper the XXXX payment and started working with XXXX XXXX with Mr. Cooper. Her number is XXXX XXXX I gave her documentation from my bank that proves that the XXXX payment was cashed by XXXX and she was going to submit that to her supervisor to look to resolve the issue with my credit score. Nothing has been resolved. I was told during this entire time by Mr. Cooper that my credit score would not be affected but it has and this is not my doing. I need help please. How can I get this issue resolved ASAP with my credit score?
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper is charging me like XXXX XXXX ( I have to look at my last statement ) because I was in a forbearance do to COVID. Are they allowed to charge me? Now I have additional money to pay on gop of my 50 year mortgage
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to get the mortgage company to end my enrollment in their bimonthly auto pay program wherein they charge me an additional XXXX XXXXXXXX. I've submitted XXXX written requests and received a generic reply that they will get back with me in XXXX to XXXX business days but the request never goes any further.
Company Response:
State: NC
Zip: 28104
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This conventional interest only loan started at 9 % through XXXX XXXX. The loan was sold to XXXX XXXX XXXXXXXX then Nationstar and then Mr. Cooper. I applied for a loan modification with Mr. Cooper after suffering a XXXX XXXX in XXXX of 2014. During the entire time period I also had several property damage claims that were sent to XXXX, XXXX XXXX XXXXXXXX and Nationstar totally more than {$25000.00}. All of the checks were signed by myself and turned over to the current mortgage servicer at the time. The mortgage servicers were supposed to sign and return the insurance money to me so that I could complete the repairs and pass their inspection. All of these servicers never endorsed or returned the funds so that I could repair the property. I believe that this was a conspiracy to defraud me by the investor, XXXX, XXXX XXXX XXXXXXXX Nationstar, and Mr. Cooper to bring about the foreclosure of my property. I have attached proof of my attempts to receive the insurance claim funds from the loan servicers over the years. I request that the foreclosure be suspended until I receive the funds in dispute, which by law should have been endorsed and returned to me to complete the repairs years ago. I believe that this is a conspiracy by all parties to force a foreclosure on the property. After I completed the COVID special forbearance, the investor should have approved a streamline modification to allow me catch up and reduce my payment. Mr. Cooper did not allow this option for this conventional loan. This would have allowed me to keep my home and keep their loan intact.
Company Response:
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a CFPB complaint on XX/XX/XXXX COMPLAINT ID XXXX in which the response from Mr Cooper did not address the actual issue. I am aware that I am no longer on a forbearance plan and that ended in XXXX as that is why I made the call to address the payment date issue we were left with. The problem we were left with was the due date is the XXXX ( 6-7 days before my husbands check ) each month. I discussed this with forbearance department and we discussed options like modification and putting the amount at end of loan as I junior lien, or a payback plan for what was needed etc,, I was transferred to someone in forbearance department whose name was XXXX who told me ON A RECORDED LINE about a new option Mr Cooper was offering customers that just started. She said I was able to make my monthly payment at ANY time throughout the month for the next 12 months and NOT RECEIVE ANY LATE FEES. I said that was wonderful and would be a great solution for me and I already started paying extra to put in suspense/unapplied funds to total the monthly amount due and could just continue doing that over the next year or until I reach a full extra payment since the due date can not be changed to jump ahead. I made my payment in XXXX, XXXX and XXXX, XXXX now only to find a late fees on my account in XXXX. When I called MR Cooper to question the late fees, I was told there is no such assistance available and I was told incorrect information on a recorded line. A escalation department pulled the call and verified after listening to the call what I am saying was accurate but is not holding to what I was told by MR Cooper on that call XXXX. This is NOT acceptable as I had monthly budgets surrounding over paying monthly t o reach one full payment in suspense /unapplied funds account to jump ahead a month to pay by the XXXX. This is not fair treatment to me as a customer especially on a FHA loan. I need better assistance and accountability from Mr Cooper to assist after being told FALSE information and late fees {$68.00} charged to my account. I have been directed to file a complaint with the Attorney Generals office if this is not resolved. My resolution I am asking for is that I am given proper time allowance to make a extra monthly payment of around {$75.00} each month until I reach the {$740.00} I am short to get ahead of my monthly payment like I was told I could and do this with NO LATE FEES charged to my account monthly like I was told by your forbearance department on XXXX and ALL FEES REMOVED. I also am requesting a written transcript of my recorded conversation from XXXX to be sent to my home address or email ASAP.
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We ended our forbearance with Mr. Cooper ( Nationstar ) in XX/XX/XXXX. As of yet we can not get them to provide updated statements with payment & date due, have not sent us any information by mail or to our Mr. Cooper online account. They took {$990.00} from us when I called them on XX/XX/XXXX to see what was happening and they said that amount was due by XX/XX/XXXX which was only 3 days later and NO ONE had contacted us stating that amount was due and by XX/XX/XXXX. Had I not called to try to get an update we would have missed it. Just tried to get more info over the phone yesterday ( XX/XX/XXXX ) and the woman totally gave me the run around, could not answer any of my questions, sent me something by email I could not even open. I'm scared they are trying to set us up to take our home- this company is notorious for being shady! They shouldn't be allowed to be in business. They stole {$400.00} from us a few years back and I simply do not trust them.
Company Response:
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has added a reserve to my escrow account. Ive requested repeatedly to remove it as per their analysis at no point in the next year will the escrow account actually become negative. And in the event it does, I can pay the lump sum to cure the shortage. Maybe instead of harassing me about refinancing with them ( which I would never do at this point ), they could responsibly service my current mortgage. I want the reserve removed from my escrow account. By refusing to do so, they are violating UDAAP as this will financially harm me, the consumer. Additionally their lack of action appears to be a violation of Responsible Servicing. I want the reserve removed and the escrow re-analyzed, effective with the XXXX payment. Removing the reserve will likely result in an overage which needs to be returned to me.
Company Response:
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A