Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I contacted Nationstar Mortgage ( Mr Cooper ) that they illegally placed wind insurance on my escrow account on XXXX of XXXX and XX/XX/XXXX even though I had wind insurance on my policy. They gave me a hard time when I called in saying that I don't have wind insurance, even though my agent told them i did and it is written on the policy. My XXXX account was always short according to them, it increased $ XXXX in XXXX and they wanted to increase it again in XXXX. I told them that they illegally put it on my account and they stated they sent a letter to me asking if I had this type of insurance. I told them I never received a letter and my homeowner 's insurance has had wind protection for XXXX years, and just now ( XXXX ) they place wind insurance on my account. Nationstar ( Mr. Cooper ) owes me {$3.00} for XXXX of XXXX ( {$1700.00} ) and XXXX of XXXX ( {$1800.00} ). I told the lady that Nationstar ( Mr Cooper ) was ordered in a class action suit a few years ago to pay {$54.00} XXXX by falsely putting wind insurance through the escrow accounts. I want this refunded immediately and the company fined for this illegal action. They had to change their name their reputation was so bad, and they are back to the issues that caused them problems. My loan was sold to Nationstar ( Mr Cooper ), i would never use this company for any type of loans.
Company Response:
State: TX
Zip: 76226
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: Closing on a mortgage
Subissue:
Consumer Complaint: I was on on forbearance which ended in XX/XX/2021. I have decided to sell my house and Mr. Cooper has not filed claim with Hud and unless this is completed I can not receive HUD pay off statement. Every time I call Mr. Cooper nad have this escalated no one seems to know procedure further delaying my closing. Please I am begging for your help in this matter
Company Response:
State: FL
Zip: 32757
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted a complaint almost 1 year ago for the illegal foreclosure nationstar did on my home in XXXX after I became XXXX from XXXX XXXX in XXXX. They violated federal regulation code XXXX exclusion and did not offer any foreclosure alternatives. They took over {$3000.00} for a reinstatement in XXXX that was never applied or accounted for. They did not serve any documents legally or correctly and did not sell the home but instead took it back, locked me out and then sold it for nearly {$40000.00} more than I owed. They claimed incorrect balances owed and did all of this while I was under modification. All these agencies just say there is nothing they can do and that's after they let nationstar investigate their own misconduct which of course they found to be correct. None of this helps anyone because the CFPB and THE D.F.I. side with the ones doing this to people who can really say " there's nothing we can do ''
Company Response:
State: UT
Zip: 843XX
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: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with Mr Cooper that was set up on autopay with monthly deductions successfully pulled from my bank account via ACH every month. The last payment was due to be pulled on XX/XX/XXXX. For reasons known only to themselves, Mr Cooper turned off autopayment for this final payment without notifying me ( apparently their policy is that this final payment must be made with certified funds ). At this point, there were already sufficient funds in my escrow account to cover this final payment and settle all remaining obligations to third parties. The first I learned of this was a late payment letter received in the mail ( I had opened it expecting a 'Congratulations, you're mortgage is paid off ' ). On XX/XX/XXXX ( I think ) I reached out to Mr Cooper by phone to complain about have my autopay turned off and asking that my escrow account be used to satisfy the mortgage. This was done and I thought everything was sorted. In early XXXX, I logged into XXXX XXXX and discovered my credit score had gone down by 100 points- startling to say the least. On XXXX I used Mr Coopers message center to send in a complaint about the derogatory report to the bureaus and to request it's withdrawal, given that the situation arose from their own administrative processes, not my payment activity. On XXXX I received a 'your request requires additional research ' message and laying out a time line of 7-10 days for a response. I heard nothing from them. On XXXX I sent another message on the secure message center requesting an update. On XXXX I received a response that they were sending a response as a secure email. On opening it, I had the file I have attached to this complaint, denying my request. On XXXX I requested a call from them via their message center as they has suggested and on XX/XX/XXXX received notification that they had entered a callback request. I have not received a call back to date. During the filing of this complaint, I did discover an email from an email address I was not familiar with and so had not opened as it seemed like spam ( XXXXXXXX ) that did contain the same letter on XX/XX/XXXX, but as I had not been notified via the channel I had reached out to them on ; this seems inadequate ). So my complaint is : - That Mr Cooper failed to notify me of their need for a different form of payment for the last payment on my mortgage - That they failed to notice I already had sufficient funds with them to satisfy the final payment and only took those funds when I called to complain on receipt of a late payment letter - That their XX/XX/XXXX response to my XXXX complaint about their credit reporting behavior using an unfamiliar email address and not notifying me via the channel I has reached out to them on was not an adequate timely response to my complaint under their FCRA obligations - That their refusal to actually correct the delinquency on my credit report places an undue burden on me ( I was denied for a personal loan by XXXX because of it - I can produce the adverse action letter if required ) given the circumstances.
Company Response:
State: CA
Zip: 94062
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: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX my mortgage was bought by Mr Cooper/ Nationstar. Well I had an issue with my payment going up. No one could tell me why it did. I asked to refinance in which they said I couldnt until I went into foreclosure. That was in XXXX and XXXX of XXXX. Well about a year later the mortgage modification they forced me into was settled. Now in XXXX of XXXX they are saying that I missed a payment. My bank records show that the payment came out of my account to them. I noticed this in XXXX of XXXX. I have submitted screen shots of my bank payment and even sent them pictures of my bank statements from XXXX. I am getting tired of waiting for them to fix this, any help in this matter would be appreciated. I feel like someone stole my payment and put it in their bank account.
Company Response:
State: NM
Zip: 881XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage two months ago. I have not received confirmation in the form of official documentation from the servicer. Several phone calls and email to the servicer revealed that no one seems to know what/if I am to receive anything.
Company Response:
State: NY
Zip: 10030
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: We have our mortgage through Mr. Cooper. This company purchased the mortgage from a previous mortgage company. I had set our mortgage payment as a recurring bill pay payment from our checking account. On XX/XX/2021 our payment came out of the checking account. For some reason it was sent back to our checking account on XX/XX/2021. We normally receive our mortgage statement mid month. We did not receive the XXXX statement until XX/XX/XXXX. It showed the double mortgage amount due plus a late fee. This is when I started my research and found that the payment had been sent back. I attempted to contact the Mr Cooper on Monday, XX/XX/XXXX. They were closed. I manually made my XXXX and XXXX mortgage payments through bill pay but did not submit the late fee. On Tuesday, XX/XX/XXXX I spoke with a customer service representative and she documented everything and was going to reverse the late fee. She also gave me an email address to submit everything so that our credit report was not affected. I submitted my statement along with a copy of the page from my bank statement that shows the payment coming out and then refunded. Their letter stated that they reported everything correctly which was vague to me. I checked my credit report but everything was reported through XX/XX/2021. I recently checked my credit report and they reported a late payment. The late fee has not been refunded either. I am currently on hold trying once again to get the late fee reversed. If I had received the mortgage statement mid month as normal the payment would have made sooner. This incident has changed my credit rating from exceptional to very good and my XXXX score has dropped XXXX points. I just got off the phone with customer service and they say they are going to reverse the late fee and resubmit my claim. I feel I shouldn't have had to resubmit anything.
Company Response:
State: CA
Zip: 95242
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX Attachments XXXX XXXX ( 0 minutes ago ) to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX I am writing due to the fact that I was approved for a modification XXXX XXXX, XXXX after an initial declined request for modification just previous. I filed an appeal and was approved for the modification with 3 trial payments I could not be late on. Trial payments I made were : XX/XX/XXXX for {$7500.00}, XX/XX/XXXX same {$7500.00}. AND - due to conflicting billing from Mr. Cooper- I received an email and statement stating that I owed {$8100.00} as of XX/XX/XXXX. I kind of panicked forgetting I had already made the payment since I did not want to take a chance being late. So, I paid that as of XX/XX/XXXX. THIS ultimately turns out to be the problem. I met that and had constantly been checking on line and calling the bank wanting to know what the holdup on the documents for modification were - and - how much was the payment going to be? I spoke to XXXX in Loss mitigation XX/XX/XXXX - XXXX I believe in customer service XX/XX/XXXX - I was repeatedly told - yes, you made all your payments AND the papers are on the way. I am sure you can check your records and you will see I called probably twice weekly getting the same 'sending them " even though I told them the approval said it should only take XXXX - 10 days which was long past. Then they sent me to Escalated Fulfillment processing as of XX/XX/XXXX - spoke to XXXX. Next day - called and emailed the 'escalation team '. Bottom line- without notice, information, accurate employee knowledge and persistent calling- turns out that the payment I made on XX/XX/XXXX for {$8100.00}. 'brought my loan up to date ' - even though it was never late in the first place. I finally am told - oh, well now you don't need to modify as of LAST WEEK XXXX - AND I asked the supervisor and said I was shocked! I then said what can I do immediately to correct this? He said, nothing, until their 'review team ' releases something I can not do anything. In the meantime I am getting bills showing I was due XX/XX/XXXX- which was never the case, and now late - wrong and completely conflicting terms again for modification.. That prompted many calls from me and these 'rhetorical responses ' is what I got every time. YOUR SYSTEM IS A MESS. I explained repeatedly - I filed online 'tickets ' repeatedly asking for feedback and assistance probably 5 or 6 times only to receive a letter apologizing but I would need to XXXX customer service yet again with no help at all. At this juncture I want the loan MODIFIED. I have been through financial XXXX for the last 2 years mostly with COVID changes in Banking and massive income losses. Losing 2 jobs- all explained in the rebuttal to you all and then it was approved. This loan is currently amortized for 20 years. I would like to modify it to a 30 year term and lower the payment significantly to under {$5400.00} including TAXES and INSURANCE - but either way I expect this bank to honor the approved modification. I am working and making money now but enough to pay my mortgage and living expenses. My income dropped about 80 % and due to the financial unrest - and no longer working directly for a BANK - the company I was with, Guaranteed RATE - ultimately LOST EVERY INVESTOR AND LOCKED loans I had in the pipeline with them to close since banks cut off " Mortgage companies ' in XXXX of XXXX and it only got worse - hence my financial nightmare with them and perpetual complaints to no avail. I have my attorney cc 'd on this as I had to file Chapter XXXX Bankruptcy just last week. I am never going to miss mortgage payments and so intend to absolutely reaffirm but in the meantime I want to finish the modification and get the billing corrected.
Company Response:
State: MD
Zip: 21403
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I underwent a XXXX XXXX XXXX XXXX. Because my long-term employment situation ( I'm a school teacher ) was potentially going to be affected by the XXXX and XXXX I contacted my mortgage service provider, Nationstar Mortgage dba Mr. Cooper, to discuss my options. At this time, Mr. Cooper advertised through their website a program that allowed for those affected by COVID-19 that would allow for a deferral of mortgage payments for up to a year. The program as outlined on their website indicated that if approved the borrower would be allowed to begin repayment of their original mortgage at the end of the year -- or earlier if individual conditions changed -- with all deferred payments simply added to the end of the mortgage. In XXXX of XXXX I was contacted by Mr. Cooper to find out if I wanted to continue in the program. I told the representative that I wanted to return to paying my mortgage and have the outstanding balance added to the end of my loan. The representative confirmed my request and told me that Mr. Cooper would process the request to restart the loan. Instead, I was sent a modified mortgage agreement that while offering a lower interest rate, extended the length of the loan by 10 years ( thus adding additional interest payments ) and a slightly lower monthly payment would require that the loan guarantor, FHA, to place a $ 60K lein on the property. I found this rather absurd given that I was only about {$27000.00} behind in payments. I immediately contacted Mr. Cooper in XX/XX/XXXX and asked why I was not being granted the opportunity to 'just add the amount owed to the end of the loan ' as originally promised. From XX/XX/XXXX until today I have placed a number of phone calls to various officials at Mr. Cooper to 'reject ' their original loan modification and ask them to comply with their original offer of loan repayment. It was not until XX/XX/XXXX that Mr. Cooper finally 'closed " the original offer of a loan modification and began to 'process ' the original loan agreement with the outstanding amount ( which is now close to {$30000.00} ) in outstanding payments and escrow. I was told today that they don't know how long it will be before they can have this modification ( which really isn't a modification at all given that the original mortgage was never closed or changed ) 'approved. ' I am most concerned with the lack of disclosure by the Nationstar/Mr. Cooper that to restart payments to the provider I will have to assume the liability for a lien on the property by the FHA. No where in any of the advertising or documents related to this COVID relief program was this EVER stated or published. I would think that Mr. Cooper/Nationstar, LLC has a legal obligation to reveal the details of their repayment program at the time the consumer signs up for the program. To be told for the first time -- over a year later -- that in order to restart paying the mortgage that a lien. is being placed on the property ( potentially for DOUBLE the amount I am behind in payments ) and coupling it with a hard sell/fait accompli 'bait and switch ' to new loan terms that place the consumer in a WORSE financial situation by having to pay a longer loan terms that result in greater interest payments over the terms of the loan is not only fraudulent, but a deceptive business practice that preys upon the vulnerabilities of human beings during a health crisis. Clearly, Nationstar/Mr. Cooper, is hoping that consumers will simply forget about their original loan terms and revert to the new loan agreement and that is deceptive especially when it is offered as the only option. I expected to be able to restart paying my mortgage in XX/XX/XXXX... with the deferred amount 'added onto the end of the loan ' as was originally promised. I didn't expect to EVER have a lien placed upon my property by the FHA. It was never disclosed by Mr Cooper and was a VERY unpleasant surprise that affects not only my financial well-being, but I'm certain my credit rating in the long run. I also didn't expect to spend hours on the phone attempting to get Mr. Cooper to simply comply with their PUBLISHED programs. Further complicating things, Mr. Cooper, on its website does not make available copies of webpages, proposed mortgage modifications, etc. once they have been 'rejected ' or closed. A history of every consumer 's interaction with the mortgage provider should be made available to consumers via their website for immediate download. ( I know they have them, but they will not send them out once Mr. Cooper/Nationstar considers them 'closed. '
Company Response:
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: My current credit report indicates 6 late payments. They are all attributable to Mr Cooper ( previously NationStar ) reporting which was the servicing entity for my mortgage at the time. In XX/XX/XXXX, I contacted Mr Cooper Customer Service to discuss my concern about receivables that were affected by the government shutdown would delay payments which would directly affect my ability to make a timely mortgage payment. I was instructed to make what payments I could and they would work with me. I missed the XX/XX/XXXX payment deadline because of the receivable payment delay, but made extra payments and was completely caught up by XX/XX/XXXX. They reported late payment for months 1, 3, 5, 7 and 8. Payments were made within the 30 days of those months, but the " late '' amount from XXXX was not fully caught up. When bringing to their attention the missing months of 2, 4 and 6 of this process, the responses was that their " system '' generated the credit reporting and nothing could be done. All the other subsequent months reported were a result of Mr Cooper 's application of received payments starting in XX/XX/XXXX, so the monthly payments were made and received within 30 days of due date, including associated late payment fees. So there was no ability to provide the reason for the subsequent monthly reporting entries made. In XXXX and XX/XX/XXXX, the sale of the property administered by Mr Cooper was under contract to be sold with a closing date of XX/XX/XXXX. During this time, the title company was in contact to determine loan payoff for the purpose of clearing title at closing. Title company submitted payment for remaining balance of mortgage to Mr Cooper, via XXXX, on XX/XX/XXXX but was not processed until XXXX. Initially, Mr Cooper reported XXXX as being late, but then agreed to address the error. They addressed it by making the XXXX payment late since it didn't get posted until XXXX. Property was closed on XX/XX/XXXX, title company forwarded payment based on information from Mr Cooper, but account was still reported as late because payment in full was not posted in XXXX.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A