Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently sold to Mr. Cooper from XXXX XXXX XXXX, I called and setup the payment on the account manually before the payment was due on Mr. Cooper website and waited for the payment to be taken out. Upon noticing the payment did not process and I called Mr. Cooper mortgage to find out the reason, they slapped me with {$30.00} charge for late payment due to the account not setup correctly. This seems like going ageist the regulation to charge fee for the first 2 months of the payment being setup regardless of who's fault. This seems to go against the Federal law in place to protect people from this nonsense when a new lender buys a loan for two months to sort these issues out. Really disappointment with Mr. Cooper Mortgage they started off on wrong foot, this is not about the {$30.00} fee but principle of serving people.
Company Response:
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have an account with PACIFICUNION with the account number XXXX. The dates where it shows that I am late in making my payments were an error. I have not received any billing information from them or any notification stating that I am late. I have reached out to XXXX and XXXX Bureaus and furnisher but I have not received any forms of response from both parties. Thus, I am sending this complaint to seek help and assistance for me to have this account to be removed.
Company Response:
State: MI
Zip: 48187
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage was sold from XXXX XXXX to XXXX, Since the loan was reported as paid in full to the credit bureaus and not having XXXX not reporting the new loan balance both my spouse and mine credit score dropped XXXX points. I called XXXX and they told me that they will not do anything for me. I believe this is extremely unfair, where the world runs off credit scores and we work extremely hard to ensure our credit score is as high as we can. This has impacted me negatively, I was going to apply for a personal loan but since our score dropped almost XXXX points our APR would have been a lot higher than we could afford. We are not the one that asked for the loan transfer so impacting our score is an un-justified resolution
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: UT
Zip: 84074
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage was sold from XXXX XXXX to XXXX, Since the loan was reported as paid in full to the credit bureaus and not having XXXX not reporting the new loan balance both my spouse and mine credit score dropped XXXX points. I called XXXX and they told me that they will not do anything for me. I believe this is extremely unfair, where the world runs off credit scores and we work extremely hard to ensure our credit score is as high as we can. This has impacted me negatively, I was going to apply for a personal loan but since our score dropped almost 40 points our APR would have been a lot higher than we could afford. We are not the one that asked for the loan transfer so impacting our score is an un-justified resolution
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: UT
Zip: 84074
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinance XXXX accounts below mortgages and only XXXX payment was posted. Both wires were sent at the same time and should received and not returned. I have sent both wires confirmations to the bank and they are stating they cant not help. XXXX XXXX XXXX XXXX XXXX Wire transfer was received and posted XXXX XXXX XXXX # XXXX Wire transfer is missing
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted complaint XXXX. This is additional information that should be included. As stated in the other complaint we have held homeowners insurance and flood insurance for our building shared with XXXX other homeowner ( XXXX units/XXXX building ) from the date of purchase. We dealt with customer service issues at Mr. Cooper claiming documents were not uploaded, could not be read, or were confused with other homeowners name. In addition, documents were not only uploaded but emailed. This went on for months and every time we called after an auto generated letter, we were told it was fixed. Insurance was purchased for us on XX/XX/21. Mr. Cooper is charging us for insurance which begins on XX/XX/21. How is that legally allowed let alone morally correct to charge someone for insurance in a past time period? The past is over and nothing can happen now.
Company Response:
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had severe damage to our house in back to back hurricanes Laura and Delta in XXXX and XXXX of XXXX, it took a long time to get the insurance company to agree to pay for all of the damage to our home. During this time the insurance money was being held in property claims account with our mortgage company XXXX XXXX XXXX. In XXXX of XXXX XXXX sold our mortgage to Mr. Cooper and transferred the property claims funds in the total amount of {$160000.00}. When we needed to make our first draw this XXXX after finding contractors, Mr. Cooper told us they only have {$85000.00} in our property claims account. XXXX XXXX XXXX sent the correct amount over on XX/XX/XXXX. Mr. Cooper is not returning our calls and has not been able to locate our money in the last 3 weeks since weve filed our complaint of missing money. We need this money to fix our house. Weve not been able to live there for a year and a half at this point and this continues to hold up our progress.
Company Response:
State: LA
Zip: 70607
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, the letter below is a good summary. It was sent to Mr. Cooper complaint department and members of their leadership team. My loan number is at the top. We own XXXX of an overall property. It has XXXX homes in the structure. Our mortgage was sold to Fannie Mae and they use Mr , Cooper as their servicer. The last customer service rep who walked me through all notes on record was XXXX in XXXX. As stated below no mention of 'walls in '. I have requested my phone records from my provider. The customer service records were incomplete and unintelligible and I believe calls were not even noted. The say every call is recorded and they should be pulled to prove that the 'walls in " insurance requirement was never communicated to us until XX/XX/XXXX. XX/XX/XXXX Re : XXXX Dear XXXX, We have had homeowner and flood insurance on our property continuously since the date of purchase. We are being charged for insurance purchased by Mr. Cooper. I have called numerous times. I would appreciate it if someone could review the information below as well as pull the system notes and recorded calls from both the customer service XXXX and XXXX XXXX. I attempted numerous times to rectify all of this. This is due to a lack of information and incompetence, not a lack of compliance on our part. At time of transition to Mr. Cooper, we were assured the pre-existing insurance proof held by our previous mortgage holder would be properly transitioned to Mr. Cooper. It was not. From there, there were numerous calls with customer service. The customer service conversations ranged from an inability to see a XXXX that was uploaded, then to an inability to properly view the pdf in their system, then to questions on names provided on the property insurance, the other homeowners attached to our home. Our insurance representative spoke with representatives at least twice on this topic. This went on for months, where the issue was supposedly settled and then another auto generated letter came prompting another phone call. Please pull the phone calls to review. The Customer service system notes referenced below are incomplete, and unintelligible. At no time, in these phone conversations or auto generated letters, was there any reference to a walls in policy form of insurance. This information came for the first time from XXXX XXXX at the end of XXXX with another call I made to follow up on another autogenerated letter with no mention of walls in insurance. He was the first to explain that this was required for Mr. Cooper. Walls in is not an industry standard requirement per my insurance agent. Our previous mortgage lender did not require it either. This was rectified within days of this conversation and proof of the walls in insurance in addition to the already present flood and homeowners was provided. We then received another letter and I called again. This time I spoke with XXXX XXXX. He assured me all was done, and it would all be taken care of. Then we received another letter. I called and spoke with XXXX XXXX again. He reviewed all XXXX system notes. He did not have access to Customer Service system notes. He validated that at no time prior to the call with him on XX/XX/XXXX, did anyone call out the difference between a master policy and a walls in policy and acknowledge that to be an issue. He also looked at the autogenerated letters and validated they too did not differentiate between a master policy and a walls in policy. He submitted a request for a manger to call me. XXXX called and said he would review. I then called customer service to review their notes. There was no mention of a walls in policy issue. In addition, much of the notes were unintelligible and incomplete, not reflecting the conversations. Please pull the call recordings for review. I am sending this note to numerous leaders in the company hoping someone will follow up. Thank you, XXXX XXXX XXXX XXXX
Company Response:
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2021 I refinanced my new lender sent the pay off check but they weren't sure that it would get to Mr Cooper prior to my loan due date. I made my payment for that month, because I was told I'd get overage paid back to me. I have been struggling with Mr Cooper since that time trying to get my money back. They keep saying their sending the check and it hasn't been sent. I've gotten my tax information, I've gotten my escrow money but not the $ XXXX refund. I was promised it would be sent overnight on XX/XX/XXXX, on XX/XX/XXXX a label was printed on XX/XX/XXXX, still hasn't left the building. This keeps happening. I want the money due me. They've been holding it for months.
Company Response:
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, Mr. Cooper took over servicing my loan from XXXX XXXX XXXX ( in other words, I did not choose Mr. Cooper ). I received in the mail from Mr. Cooper the " Escrow Review Statement '' which shows a shortage of {$680000.00}. The cause of this is an error by Mr. Cooper which assessed {$18000.00} annual property taxes on my 957 sqft condo when the taxes in XXXX were ~ {$5800.00}. I called the the first week of XXXX and brought the error to the attention of Mr. Cooper customer service person # 1. She indicated that it would be resolved well in advance of XX/XX/XXXX mortgage payment. Yesterday, XX/XX/XXXX, I received a notice from the town that my property taxes are delinquent and started assessing interest on the amount. I called Mr. Cooper customer service # 2. The first issue of the over assessed taxes is not resolved and now I have Mr. Cooper addressing why my property taxes have not been paid. I was promised a call back from Mr. Cooper 's tax group, this morning at XXXX, XX/XX/XXXX. No one called back so I called Mr. Cooper customer service # 3 to request that these errors be addressed with urgency. The best that # 3 could offer is a resolution date of XX/XX/XXXX and that I need to pay the excess interest into escrow to avoid penalties and late fees.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A