Date Received: 2022-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an account with Mr. Cooper previously known as Nationstar. I questioned why they were charging me {$15.00} each month for XXXX. I contacted them on or around XX/XX/2021 and received notice that I was charged this amount because my property was now a rental home which I still own. I was under the understanding that It does not matter because once you have made a substantial amount of payments, you should not have to make any other payment. Is this legal? or are they getting extra payment from me? Please advise. My Loan Number is XXXX My balance this date : {$32000.00}
Company Response:
State: GA
Zip: 30252
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: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage provider continues to incorrectly apply funds. They send my monthly statements but the amounts that they claim that I owe are not consistent even though I make my monthly mortgage payment for the amount that it is supposed to be. I am also paid one month ahead on my mortgage payment and because of how they apply the funds they say that I am not a month ahead, even though I am. Also i received a statement from them stating that my mortgage payment went up {$230.00} monthly and then another stating that is went up {$270.00} monthly. They say it is because I have a escrow shortage, however my taxes have not gone up almost {$3000.00}. Also they said I had a escrow shortage of {$1600.00}. I did pay the amount of {$1600.00} for their alleged escrow shortage so my monthly payment would remain the same, also I paid it because I figured that if it proves to not be truthful information then they would legally owe me that amount back, I do not feel comfortable giving them any extra funds due to the fact that nothing is ever applied correctly, but I did pay that as additional directly to my escrow account. I had called them and spoke with a woman by the name of XXXX on XXXX XXXX when I received the first statement saying I would owe a higher amount than usual and was for my XXXX payment. I had already made my XXXX payment on XX/XX/XXXX, She even got on a XXXX way conference call with my bank that I make the monthly payment from so I could prove that all of my payments were made and that I am paid XXXX month ahead. In XX/XX/XXXX they took my monthly mortgage payment and applied {$420.00} as additional principal which I never asked to have done and who knows what they did with the remainder of my payment, XXXX said that must have caused the issue so she would have a payment audit of my account done, which to date ( XX/XX/XXXX ) has not been performed. Then I have a statement stating that I owe my mortgage payment + a increase to that amount of {$270.00} monthly. and it says it is due XX/XX/XXXX, I have already made not only my XXXX payment but I also have made my XX/XX/XXXX which was withdrawn from my account on XX/XX/XXXX as well as another payment of {$1600.00} to the escrow account additionally. I called to request another escrow analysis be performed to reflect that I paid the shortage, I spoke with a woman named XXXX and then a woman named XXXX. XXXX said she will request the escrow analysis be redone, but claims even though I paid the shortage that the escrow will still be short and that my monthly payment will be at least {$110.00} additionall to my monthly payment that my escrow is actually short. {$2800.00} not {$1600.00} even though that is the amount they said it was short. Then I asked to be transferred back to XXXX because she was helping me to resolve the situation of having my monthly payment get rectified, however I was told that she is available but not responding so they took my contact info. She was supposed to call me back, she has not yet done so. She said that she had to talk to a different department at the time and they were not open yet, which is their bankruptcy dept. We did have to file bankruptcy due to ongoing problems with this mortgage provider, The bankruptcy has been discharged, however XXXX said that the XXXX payment where they only took {$420.00} and applied it to additional principal, when I actually paid my usual payment of {$1400.00}. That it occured when we were in bankruptcy even though the bankruptcy was discharged on XX/XX/XXXX. Therefore that department had to correct it. but we have not been able to get ahold of that department nor has their own representatives. Also during the bankruptcy towards the end twice our lawyer had to contact their lawyer because they said we were behind on our monthly payments, when we were actually 1 month ahead. It always came back stating that they made a error. This happened right up to the discharge and now we are dealing with this yet again.
Company Response:
State: NY
Zip: 14227
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr cooper my loan servicer stated I can only utilize 17 months of forbearance According to the CARES ACT I'm suppose to have 18 months.
Company Response:
State: CA
Zip: 95618
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: Trouble during payment process
Subissue:
Consumer Complaint: Mr cooper my loan servicer stated I can only utilize 17 months of forbearance According to the CARES ACT I'm suppose to have 18 months.
Company Response:
State: CA
Zip: 95624
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: Trouble during payment process
Subissue:
Consumer Complaint: Mr cooper my loan servicer stated I can only utilize XXXX months of forbearance According to the CARES ACT I'm suppose to have XXXX months.
Company Response:
State: CA
Zip: 95618
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The mortgage company Mr. Cooper reported that we were 60 days delinquent on our mortgage. This took my credit rating from XXXX to XXXX practically overnight. We have never been even a day late and the information is inaccurate. AND we were in forbearance until XX/XX/XXXX. We entered forbearance in XXXX and our forbearance agreement was understood to extend until XX/XX/XXXX. Mr. Cooper claims that we requested removal from the forbearance plan on XX/XX/XXXX, just 10 days before we were already expecting it to end. This makes NO SENSE. We then received a demand letter in XXXX demanding we pay & XXXX immediately to avoid default. We were shocked and confused ( and our XXXX payment had already been made ) but we paid it. I made multiple calls to Mr. Cooper to figure out what was going on and that's when we were told that my spouse had allegedly requested removal from the forbearance program on XX/XX/XXXX just 10 days before we were prepared for it to end. I have requested that Mr.Cooper retrieve the recording of that XX/XX/XXXX conversation. I am not sure whether this is a miscommunication or misunderstanding or whether something else more nefarious is happening. Many companies are outsourcing forbearance exits and there may be financial incentives for " pushing people off '' and demanding large payments all at once. I was told that I would not be permitted to hear the recording while they were investigating but that. their managers would review it and make a decision. We were in midst of what should have been an easy and quick refi with them. the mortgage broker and underwriter were moving quickly. We paid for an inspection of our house. Then our credit rating plummeted as a result of this erroneous delinquency being reported to credit bureaus. Again, we have never been late in our payments. Ever. So to have a delinquency report on our credit is devastating and detrimental. It also defies common sense that we would request to be removed from forbearance 10 days before it would officially end. In fact, we made a mortgage payment on XX/XX/XXXX in anticipation of resuming our regular payments and to ensure that you received the payment on or before XX/XX/XXXX, when it would be due. I have contacted Mr. Cooper and spoken with several agents in several departments and have requested immediate correction. I am still awaiting a correction. If I don't receive a favorable response, I will pursue legal action.
Company Response:
State: MD
Zip: 20746
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Seteres some how got our loan. Me and my husband got divorced. I got a letter stating that on 2 occasions my signature was forged. I requested copies of forgery which I gave the address I needed them to go to and also to be faxed to the XXXX Illinois Police Department. They never faxed my request and they sent the documents to my x. So the police did nothing. Then they closed and I have still been trying to get the forged documents. Mr. Cooper supposably took our loan and I requested the documents from them. But they claimed that Seteres didnt give them those documents. I figured out who forged my name. And now I am going to file a suit. But at this point I am so tired of waiting forever. I need to put this behind me. My name is XXXX XXXX XXXX my home was XXXX XXXX XXXX XXXX XXXX Illinois XXXX. XXXX. I also received a gift of equity from my parents for the house which I was to receive back. In Illinois a gift of equity goes back to blood relative. Of course everything of my divorce and sale of the house took everything from me. I still need these documents
Company Response:
State: IL
Zip: 62234
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Listing some of the constitutional rights Mr Cooper has been Violating 1 ) 1024.35 Error resolution procedures. Rule ( 7 ) Failure to provide accurate information to a borrower regarding loss mitigation options and foreclosure, as required by 2 XXXX early intervention requirements made available for certain borrowers Rule ( 11 ) Any other error relating to the servicing of a borrower 's mortgage loan. XX/XX/2021 I sent a email to Mr Cooper asking for accommodations and itemized accounting of all documents submitted on modifications in questions as well as other procedural questions. This was purposely ignored and they sent more than 100 pages via mail of the SAME documents they have been supplying since XX/XX/2021 spits in teh face of my constitutional rights to get to the bottom of errors and clear things up cause I have been truly suffering this entire time and Mr cooper Even sends a copy of the email sent from me in XX/XX/2021 so MR COOPER has the capability to retrieve my emails/documents retroactively ( XXXX!! ) but cant retrieve the very documents that i requested to clear up errors Mr cooper can ONLY read my email when its disrespectful or convenient for them to character sabotage but are oblivious when im trying to get accommodations because of my XXXX. What's so XXXX about all of this is mr cooper sent these documents individually already this month SEVERAL TIMES!! .then sent it all in a 50 page document then this last one is sent and its like 100 pages plus!!!!!!! i only scanned seventy cause Im using a XXXX XXXX XXXX and i have to manually scan it and it got cumbersome but WHY are you sending these documents over and over and over and over again??? why Mr cooper?? then when i complain you get off on a rule technicality!! is this why the XXXX was calling me to let me know of the mail drop? HAHA how did the XXXX even have assess to uncode my number that was deleted from your system ( XX/XX/2021 ) to call me on the XXXX ( when you are already supplied enough paper for a small forest ) don't leave a message to only see my complain yet you call me again don't leave another message then miraculously do another document drop of the same REDUNDANT information that you've ben supplying to everyone and that explains a lot.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Today 's Date : XX/XX/XXXX : XXXX XXXX : Nationstar aka Mr. Cooper. Type of loan : XXXX XXXX XXXX XXXX. My Covid-19 forbearance started on XX/XX/XXXX and ended on XX/XX/XXXX. On XX/XX/XXXX, Mr. Cooper assigned a dedicated loan specialist to help me through the process of getting back on track. I have never heard from nor am I able to contact this individual. At the end of the forbearance period, Mr. Cooper wanted all the money back instead of putting it to the end of the loan. On XX/XX/XXXX, I applied for a loan modification. On XX/XX/XXXX, Mr. Cooper declined it. On XX/XX/XXXX, I submitted an appeal letter. On XX/XX/XXXX, Mr. Cooper sent a letter admitting to making a mistake and that on XX/XX/XXXX put me back into underwriting for a standard modification and placed it in referral status. On XX/XX/XXXX, I called Mr. Cooper and asked that this get escalated. I was told that it was escalated and someone would call. Nobody, not even my dedicated loan specialist has reached out to me. When I call Mr. Cooper, I get someone different each time ( they will not transfer me to my loan specialist ) and I get told something that is inconsistent with what I was told previously. XX/XX/XXXX, my account is still in underwriting ( since XX/XX/XXXX ) while the amount due continues to increase.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm a XXXX individual that has a property I own that I have a FHA loan for. I signed my contract for my loan with one lender and now I'm dealing with Mr Cooper who is not listed as the lender in my contract. Mr Cooper employees have refused to allow me to make payments, I also have my payments set up for auto pay on the XXXX of each month and Mr Cooper has never took my payment. Mr Cooper employees have also used my Disabilities to treat me less favorable and interfere with my contractual relations and purposes of my federal FHA loan and allowed it's employees to interfere with me making payments. I'm concerned for my family and infant son and where how Mr Cooper has already treated us, we are in fear they may attempt to interfere with my loan contract and property. As a XXXX person I understand it's a federal felony to deceive and exploit me in matters involving my finances and property, and given Mr Cooper 's ongoing conduct and the abuse and discrimination I've incurred I'm concerned for our safety and welfare. Mr Cooper employees have shown in recordings they believe Disabilities, the law and someone's rights are merely feelings and believe their policies allow them to abuse and mistreat vulnerable disabled individuals
Company Response:
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A