Date Received: 2022-02-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2022 Mr cooper has been supplied documents concerning the method of how income is dispersed the amount of how the funds are received and the date of when the funds are dispersed ( no consideration has been given ) I have supplied death certificate ( has not been acknowledged ) ive suppled my work contract ( ignored ) everything has been pending for about eleven business days and its has been like this since XXXXN. Im tired of writing and complain and nothing being done. This will be my last time writing to CFPB im going to start contacting legislation this is XXXX. This company circumvents rules whenever they feel like with impunity and CFPB you are responsible for this mess as well i have been tortured by this organization for YEARS Like I ve been literally checking mr coopers web site DAILY for updates or my email and i only get CFPB responses and the issues is satisfied with a " response and closed '' XXXX... The documents I have supplied mr cooper are valid and credible YOU VILOATED YOUR OWN POLICY MR COOPER 3-5 business days ( your own policy ) is a joke so keep pulling more arbitrary rhetoric out of your XXXX to save your skin. You been on a Sabbatical this entire time when im trying to adhere to a deadline only to push dates back cause when all know you LEGALLY cant do anything officially until XXXX ALLEDGELY ... OH BTW you notice not a SINGLE SPOC person has called me considering that my mod consideration is due to expire in about two weeks casue of the process THIS WAS USED LAST MONTH when you violated the law to call me TWICE but i suppose Mr cooper was was so concerned WHY ARENT YOU concerned now ABSENTEE servicer!!!??? cause its not convenient applying it to your situation to be absolved from liability??? admit you violated your own XXXX business day policy. SHOW why your fortune FIVE HUNDRED company lack the INABILITY to accept entire PDF files and it has to be uploaded one document at a TIME. PREDATOR STALLER LIAR SUBTERFUGE TRICKSTER ETC ETC
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 I was notified by XXXX XXXX that the servicing of my mortgage was being transferred to Nationstar Mortgage ( aka Mr. Cooper ). On XX/XX/XXXX, Nationstar contacted my insurance company and had themselves changed to the lender on my policy with an effective date of XX/XX/XXXX. I have attempted to contact the new servicer several times through their website and phone system and am unable to make successful contact because they have no record of my loan or social security number. I am troubled that this loan is in limbo somewhere and that this a ploy to throw me into default. I made my XX/XX/XXXX loan payment to XXXX XXXX despite what their ( XXXX ) website said because there is absolutely no way to make contact with Mr. Cooper if they do not consider you to be a customer. I have even sent emails to their address for noncustomers only to have those go unanswered as well. I pride myself in paying my mortgages in a timely manner and do not appreciate the incompetency of both of these companies. Thank goodness I was not in the middle of selling the property and needed a payoff quote.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: KY
Zip: 40503
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There has been 2 overpayments of {$98.00} from my escrow portion of the mortgage payment. The first posted XXXX XXXX and the 2nd. on XXXX XXXX, 2022. The servicer of the loan is Mr. Cooper, who uses a co. called XXXX for the disbursements of the escrow. The tax assessor, ( XXXX XXXX ), wrongly submitted an additional tax on my property that I had to appeal, and received a favorable decision from the XXXX XXXX Board of Taxation in late XXXX. I faxed the letter, ( verification ), that I was not responsible for the additional tax, yet they went forward on XXXX XXXX with the 2nd overpayment. The refund for the 1st. overpayment was sent by check from the municipal tax office in XXXX XXXX on XXXX XXXX and still has not been processed to my escrow!
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Mr Copper/XXXX at the end of XX/XX/XXXX beginning of XX/XX/XXXX. I got the welcome packet beginning of XXXX but my XX/XX/XXXX statement never came.I called and asked why and they said it was coming in XXXX because my loan was transferred. XXXX came and they lumped XXXX and XXXX payment into one statement. That statement didnt come until XX/XX/XXXX. I currently dont have XXXX statement? I called again and was told it has not even been sent out. The mortgage company is deliberately not sending a statement it sending it out late?? My law I have no fees because my mortgage was just transferred but they are not and have not tried to tell me why in XX/XX/XXXX my statement has not been generated or sent out?? Its fraud and a way to try and eventually get late fees or make me pay online. I pay my check the first 3 days of each month and have never had a problem with any other lender. Im at a point where if XXXX Statement is late Im hiring a lawyer!!!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper/Nationstar purchased my mortgage from XXXX. The real estate taxes had already been paid. Mr. Cooper than paid the taxes a XXXX time causing my escrow to go negative. This was back in XXXX. Many calls have been made to rectify this situation. Every time I call they admit fault on their end but nothing is done. Now there is an XXXX analysis and due to a shortage my atment is schedule to go up {$500.00} a month. I feel like their phone reps just say whatever the need to to get me off the line!
Company Response:
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am trying to get an inherited property in my name. I am trying to assume the mortgage on a home left to me by my father who passed away in XX/XX/2021. The will has been probated. I have submitted all required paper work to the mortgage company Mr.Cooper may times. For over a year, I have been trying to assume the mortgage. I have emailed digital and have mailed physical required documents. Also, I have been making payments on the property for over a year. They do not have a direct number for me to speak to the department. I recieve letters telling me I missed the deadline and need to start over. This has happened numerous times over the year. The loan is a FHA loan which is assumable.
Company Response:
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I did a refinance with my current mortgage company. I chose to take out additional funds to pay off credit card debt that I am struggling with. Everything went fine, I received the checks to send to my credit card companies, and then one check to me. A couple days later, after having sent out and cashed the checks, the mortgage company came back to me and said they made a mistake and sent me too much money. They admit the mistake was their fault, and in the refi process I had seen my closer make multiple clerical errors. They want me to mail them a check for their error, its around {$1400.00}. But the money has been sent to my credit card companies. Now Im being put into undue financial burden to fund the cash to come up with the refund.
Company Response:
State: CA
Zip: 95822
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I recently refinanced my XXXX XXXXXXXX XXXX XXXX ( loan # XXXX ) with another lender. The closing date was XX/XX/XXXX and the disbursement date was XX/XX/XXXX. Around the time of the refinance transaction, XXXX XXXX transferred servicing rights of this loan to Mr Cooper with the new loan number XXXX. Mr Cooper is now sending me statements for loan # XXXX. The funds ( {$340000.00} ) to close out the loan with XXXX Mortgage were wired to XXXX Mortgage on XX/XX/XXXX and the supporting documentation was previously submitted within a separate complaint ( XXXX ) .Mr Cooper has not allocated these funds to close out loan XXXX. I now am receiving monthly statements from Mr Cooper for a loan that should have been closed out and escrow funds returned to me by Mr Cooper. XXXX XXXX has supplied the wiring information for the funds paid at closing being transferred to Mr Cooper. I have submitted this information to Mr Cooper and received no response. The wire info from Freedom Mortgage is here : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NH XXXX Re : Your Complaint to the CFPB Complaint XXXX Dear XXXX XXXX, We have reviewed your complaint and researched the issue regarding the payoff wire sent to Freedom Mortgage. After review we have confirmed that we did receive the wire in the amount of {$340000.00} on XX/XX/XXXX. Effective XX/XX/XXXX your loan was service released to Mr. Cooper. Because of this, we wired the funds to Mr. Cooper on XX/XX/XXXX. The wire confirmation for this wire is below for your reference. You can provide this information to your current servicer Mr. Cooper so that they may track the status of the wire for you. XX/XX/XXXX Outgoing Money Transfer Transaction Ref. No. XXXX Fed XXXX Ref. No. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX FL XXXX XXXX XXXX XXXX to Mr. Cooper IA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX If you have questions XXXX XXXX feel free to contact us at ( XXXX ) XXXX Monday through XXXX XXXX to XXXX and XXXX XXXXXXXX to XXXX XXXX Time. Very truly yours, XXXX XXXX XXXX XXXX Customer Service XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NJ XXXX I NEED MR COOPER TO CLOSE THIS LOAN AND RETURN MY ESCROW FUNDS BEFORE DAMAGE OCCURS TO MY CREDIT.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently had my loan transferred from XXXX to Mr. Cooper. Mr. Cooper was to process my first mortgage payment on XX/XX/XXXX. I have since submitted several payments to them via both their online portal ( mrcooper.com ) and via phone on the following dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Each one of these payments has been reversed for seemingly no reason. When I contacted Mr. Cooper, their representative informed me the reversal was due to " insufficient funds. '' However, when I checked with my bank ( XXXX XXXX ), they informed me that was not the case and that they hadn't negated any payment from going through to them. At this juncture, I have also been charged late fees and payment reversal fees from Mr. Cooper resulting in a total of {$120.00}. I feel that being penalized for their grueling incompetence is absolutely absurd. I have reached out to Mr. Cooper several times, as well, and have yet to receive a response or a solution to my issue. I have reached out to them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I am beginning to worry that their inability to process my payment may negatively impact my credit score and potentially lead to other economic issues in the future.
Company Response:
State: TN
Zip: 37207
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am writing for two reasons. I was not informed or included in a legal settlement with CPFB and Nationstar Mortgage, dba Mr. Cooper. I believe that I should have been included in the damages paid for Mr. Cooper 's fraudulent practices because I have been complaining for years about their fraud in my mortgage account. Secondly, I am including documentation that shows Nationstar fabricated my credit report by reporting late payments when I paid on time. The discrepancy in my payment and the mortgage amount is because of Mr. Cooper manipulating my escrow account and changing my mortgage payment frequently without adequate notice starting XX/XX/XXXX and continued unit XXXX. I have never been 30, 60, or 90 days late for any mortgage payment. Nationstar has a routine practice of changing escrow with less than 30 days notice then holding timely payments in a separate suspense account and not giving credit for the payments made on time. The amount of the differences were less than {$100.00}. Nationstar routinely made adjustments then penalized mortgagees and damaged my credit for no reason other than manipulation of my account. The statements that I am providing were created more recently and were never provided to me at the time of the alleged late payments. The statements show payments being received by Nationstar when they were reporting my payments late but in fact where deposited into a suspense account. This should have been part of the litigation settlement which I should have been a part of. I did request a forbearance which I received because I temporarily lost my job during the Great Recession. The problem I have is that Nationstar has refused to remove the negative credit report because of their malfeasance in manipulation of escrow. Regular and frequent escrow calculations are not the norm in any other mortgage servicer and XXXX did so out of fraud. I have attempted to get clarification from Nationstar but they have never provided a full accounting for why the escrow frequently changed from month to month from XX/XX/XXXX until XX/XX/XXXX. In addition, Nationstar has frequently reported payments made on time as late which has damaged my credit score for years.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A