Date Received: 2022-02-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I began the process of lowering the interest rate ( Interest Rate Reduction Loan/IRRL ) on this account in the XXXX XXXX timeframe. The IRRL is a rate reduction and term program that is simple with no appraisal and no income required. They had me fill out the required income, pull a hard copy of my credit score, and had me fill out incorrect paperwork. I did the " closing '' signed all the documents ; however, because of the pandemic forbearance, Mr. Cooper nullified the agreement after the closing, after the fact. In XXXX I continuously asked for the interest to be lowered, they denied it several times. Finally, in XXXX of XXXX, Mr. Cooper advised that I had to fill out a " loan modification '' to get the interest rate lowered. I paid Mr. Cooper {$58000.00} in XX/XX/XXXX. I asked again and applied for a lowering of the interest rate. I filled out paperwork, again, and was denied again because they said the VA would not allow me to do this. I paid over {$35000.00}. in interest for XXXX. I went to another mortgage company that successfully lowered my interest rate and bought out the loan from Mr. Cooper. Mr. Cooper 's failure to grant me the lower interest rate meant that I paid too much money that I did not need to. They falsely claimed I was not qualified when I was. They took so much money from me when my husband was sick ( and consequently died ) when a pandemic was devastating us health-wise and financially. Mr. Cooper denied my requests for 2 years stating that I was NOT qualified when I was. The fact that another mortgage company easily processed my IRRL and did not have an issue with it or the VA demonstrated that Mr. Cooper was making a lot of money off of me and knew it could be done, but they chose to falsely claim that the VA denied it or that my credit was not sufficient, which they did a hard pull on my credit that they did NOT need to. They were deceptive in their practices by false claims.
Company Response:
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SUBJECT : SURPLUS ESCROW ACCOUNT WITH MY MORTGAGE COMPANY, ( MR. COOPER dba Nationstar Mortgage, LLC ) Around the first of XXXX, 2022, I checked the Mr.Cooper.com website, and found out that I had an " Escrow Surplus '' in my account. The website stated that this escrow surplus, in the amount of {$1500.00} would be mailed to me on XXXX XXXX. It is now XXXX XXXX, and I have not received the escrow surplus check, ( but, I have received other literature from them regarding refinancing, etc. ). On XX/XX/2022, I spoke with representative XXXX ( because I still hadn't received the check ), and she said to call back the morning of ( XX/XX/2022 ), if I hadn't received the check. I did call back, and I spoke with XXXX. XXXX stated that I should get the check by XX/XX/2022. At this point, I feel like I'm getting the run-around ( especially so since I've gotten other literature from them in a timely manner ). It's my understanding that it is illegal for a mortgage company to retain a surplus escrow, but my mortgage company, Mr. Cooper, is doing just that. CFPB, your assistance in helping me is appreciated. Thank you, XXXX XXXX, ( Loan Number XXXX )
Company Response:
State: TX
Zip: 75227
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was applying for a mortgage with Mr. Cooper who pulled all my credit reports and changed my information on my credit report. They for some reason updated my residential address and inserted my office. I contacted them on various occasions to correct this and they have simply ignored my request. This has caused me major problems as I am getting other quotes and now have to spend hours and days on the phone trying to correct this issue with all three agencies. They were very quick to call and follow up when they were trying to get my business, and now, just ignore my requests after messing up my reports.
Company Response:
State: FL
Zip: 33444
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX : //www.mrcooper.com/ XXXX XXXX XXXX XXXX XXXX XXXX TS No : XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX https : XXXX Please reverse the sale of our home. Request attached to this email. Please help, the auction sale was scheduled for Wednesday, XX/XX/2022. I am at a critical point in our homeownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it. I have utilized both XXXX XXXX XXXX XXXX XXXX bankruptcy filings to place my family in a financial position to afford the mortgage and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home. We have been told, by HUD agencies and credit counselors, that our front and rear-end ratios regarding our income are sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date. On Wednesday, XX/XX/2022, the above agencies foreclosed on our home. I have exhausted efforts to achieve an affordable mortgage because the investors, to date, have denied any affordable mortgage for the life of the loan because they have only extended payment plans that have been temporary and offered no long-term solution. If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long-term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home. Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family, and our family of XXXX is not displaced. Our primary goal is and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan. This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear. If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort. Please help. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage with Mr. Cooper on XX/XX/XXXX. As of this date ( five months later ) XX/XX/XXXX I have not received my release of lien document. After several inquiring phone calls no one has been able to tell me anything definitive regarding when I will receive my release of lien document. I have also filed a legal complaint with Mr. Cooper Customer Relations Department in hopes that with an internal investigation this situation will be resolved. I have not heard back from this department either. Other than to tell me they have received my complaint on XX/XX/XXXX. The name of the Mortgage Company is : Mr. Cooper Customer Relations XXXX XXXX XXXX XXXX, TX XXXX I have called to inquire about the Release of Lien the following days : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Although I have been treated courteously by the Reps that I have spoken to and communicated with not one has been able to resolve this issue. That is why I contacted my attorney and he suggested that I file a complaint. I am hoping this can/will help to resolve this frustrating unnecessary situation. Thank You
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, NH XXXX XXXX ( XXXX ) XXXX The account was charged off in XX/XX/XXXX. My XXXX and XXXX credit report is showing for the last 5 years ( EVERY MONTH ) that I have been delinquent. It also shows that I made a payment in XX/XX/XXXX which is simply not true. I have disputed this account multiple times and it was removed once, only to reappear two months later. I get a run around everytime I call XXXX XXXX XXXX to try to straighten this out. I have also paid taxes on the charged off amount in XXXX. Can someone please investigate this and have this removed from my credit report? Thank you for your time.
Company Response:
State: MS
Zip: 39532
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: in XXXX, I received a letter dated XX/XX/XXXX, which stated that Nation Star DBA Mr.Cooper entered into class action settlement agreement with the Consumer Financial Protection Bureau. In XXXX of XXXX i informed them that i didn't receive the redress check promised in the letter. I was informed that the redress check in the amount {$3200.00} dated XX/XX/XXXX was issued to me and if i didn't receive it I had to wait 180 days from the issue date to receive a replacement. at the end of the 6 months i contacted them Nation Star who then informed me that i will have to wait another 60 days. At the end of the sixty days which was XX/XX/XXXX i contacted them again only to be informed by a phone rep that there is no record yet of a check being issued to me and he will send a request to acceleration. I again contacted them today XX/XX/XXXX and was told by representative, XXXX that they are still awaiting an answer from acceleration.
Company Response:
State: NY
Zip: 11580
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Have two issues currently - I recevied a letter from Mr. Cooper that my hazard insurance is expired when it is not, it was renewed on XX/XX/2022, Mr. Cooper did not check that before sending me that letter, Mr. Cooper is just a greedy company who wants to make money out of me. Secondly my Mortgage relief program was approved today but the Mortgage releif administration is having problem in sending the funds to Mr. Cooper ( Please see attached ) Both these issues and concerns were raised with Mr. Cooper attorney XXXX XXXX but there is no response from her end.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage in fall XXXXMr. Cooper ended up with it as of XX/XX/XXXX. My Local Improvement District Bill was due XX/XX/XXXX for the quarter. Mr. Cooper did not pay this bill. I received a second notice for the bill in XXXX of XXXX and I called Mr. Cooper customer service. The agent assured me it was going to be paid. On XX/XX/XXXX I recieved my first delinquency bill with a {$7.00} late fee attached. I called again and was told it was being handled. On XX/XX/XXXX I still hadn't recieved an update so I called AGAIN and was directed to email XXXX a copy of the bill which now totaled {$380.00}, so I did just that. On XX/XX/XXXX I recieved a generic email back saying they needed the scan again. I sent it. On XX/XX/XXXX they sent a letter stating : " We received your inquiry on XX/XX/XXXX. Thank you for providing a copy of your delinquent Local Improvement District Bill showing an outstanding assessment of {$7900.00}, with a minimum total due of {$380.00} on XX/XX/XXXX. Typically, special assessments resulting in these types of bills are the responsibility of the homeowner. However, your request has been forwarded to our Tax Department to determine if we can disburse payment for the minimum total due. If so, the activity will reflect on the Escrow section of your online account and an escrow analysis may be completed to adjust your monthly payment. The updated Escrow Review Statement will be sent to you, detailing the current escrow balance, anticipated escrow activity, and new monthly payment amount. If for any reason your request can not be accommodated, we will follow up with you under separate cover. '' On XX/XX/XXXX I recieved another delinquent letter from this account and new one from the Office of the County Treasurer to state that I was past dude on my property taxes. This letter clearly states that {$1000.00} was due on XX/XX/XXXX. I called Mr. Cooper again and was told to email everything again. I did not receive any communication from them. I then sent a follow up On XX/XX/XXXX including two screenshots of the delinquency on both website now. On XX/XX/XXXX I recieved this email. Note that the " amounts paid '' are not even accurate : " Dear Valued Customer : Thank you for contacting Mr. Cooper. The were 2 tax payments paid on XX/XX/XXXX one for {$1000.00} and the other one for {$370.00}. Should you have any additional questions regarding your account, or to view details about your loan summary and recent account activity, visit us online at mrcooper.com. To get started, click Sign In and see how easy it is to manage your mortgage online. We appreciate you bringing this matter to our attention. As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly at XXXX or you can contact Customer Service at XXXX. Our hours of operation are Monday through Thursday from XXXX XXXX. to XXXX XXXX. ( CT ), Friday from XXXX XXXX. to XXXX XXXX. ( CT ) and Saturday from XXXX XXXX. to XXXX XXXX ( CT ). Sincerely, Mr. Cooper Research and Response Department '' The Local Improvement bill website does not indicate payment. On XX/XX/XXXX my husband spent two hours on the phone with a customer service rep. During this call she gave his tracking numbers to prove the payments were sent. According to the tracking on the USPS website the checks were still sitting at their office in Texas. The rep had nothing to say about this. So here we are, I owe thousands to two tax offices even though I have a surplus in escrow and the county website has a foreclosure date listed for XX/XX/XXXX for the property I've lived in for 8 years without any issue. Another major issue is each time the claim via email that they paid this account they tell me the next installment is in XXXX. These are BOTH QUARTERLY bills. When I asked them how I'm going to make sure this doesn't happen every time they told me I'd have to continue to call. I should have known there would be problems with Mr. Cooper when two months into my loan with them they were sending me letters to thank me for being with their company for a year.
Company Response:
State: NV
Zip: 89044
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2021, my loan was transferred to Mr. Cooper. I was in a forbearance with my previous lender after losing my job from Covid-19. The forbearance ended at the end of XXXX. I contacted Mr. Cooper ( formerly known as Nationstar ) and the resolution they offered was a loan modification. They then required me to make " trial '' payments for XXXX, XXXX and XXXX. I was then told do not pay anything else until they send me the final loan modification documents. I made all 3 trial payments. I was supposed to get the modification document in XXXX and now its XXXX. Every time I call them, I am given a different answer and the runaround. Furthermore, Mr. Cooper did not even tell me the ramifications of a loan modification. They keep telling us the paperwork is in the mail and the fees and owed amount keeps going up. We feel like they are trying to scam us or take advantage. We feel like they want to gain more fees and interest or take our home from us. We just want to begin making payments on our loan modification. Not sure who to turn to or should I hire an attorney.
Company Response:
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A