Date Received: 2022-02-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The following information listed below is inaccurate. The Credit Reporting Agencies has not taken the correct steps to evaluate the information. I need you to please evaluate this reporting by making a revision of the information provided. NSTAR/COOPER XXXX
Company Response:
State: WA
Zip: 98407
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When covid started I had multiple rentals that tenants were not paying and I couldnt evict them. Than once they left I had multiple repairs then the hard freeze last year with flooding and many repairs and expenses. I did do forbearance, which every time someone called from mr. Cooper on a recorded line I asked in advance to make sure it could be added to end of loan. EACH time I was told yes. Then when I tried to get our of forbearance, they would not let me start making payments until the full amount was paid. 2 of the 6 loans they own the lender agreed to loan modification, but several of them will not. I am at 6.5 % interest, well abound current interest, as well as 130,000 in equity as noted by mr cooper, yet they will not modify the loan or let me start paid monthly payments. We have never been late with them or missed a payment. We won our primary residence out right but are even unable to get HELOC or equity loan because we have investment loan in forbearance but can not get out of that till we pay {$15000.00} x 3-4. It seems like the help we were getting from them and then promised afterwards was not help and now all avenues of us getting out of this are shut because they will not work with up as they promised.
Company Response:
State: TX
Zip: 76226
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. Cooper - Due to XXXX affecting my mother and caring for her, I was off work and then returned to reduced hours. I was under the CARES Act Forbearance and on XXXX, XXXX, I applied for a loan Modification, I was told by the rep that the modification should be completed and 1st payment would be probably by XX/XX/XXXX. End of XXXX I got notice that the modification was denied and that I needed to pay back the full past due. When I explained I did not have that type of money, I asked for a 6 month repayment plan and there only response was no, I needed to pay {$13000.00}, then I could get on a repayment plan. They then continue to say I could sell my home, Deed in Lieu or short sale. They misled me to believe I would start making my payments fresh by XXXX, XXXX. On XX/XX/XXXX I added my brother as authorized to speak on my behalf in writing because he is a supervisor for a servicing company and told me they are not trying to help me. My brother called XX/XX/XXXX and they told him the same thing, My brother then told the rep that a certified payment would be sent for {$3300.00}, asked for wiring instructions, XXXX XXXX XXXX XXXX XXXX. The rep provided this information. My brother then told the representative that the {$3300.00} will be sent by XX/XX/XXXX and that with my tax refund in XXXX, we should be able to complete most of the past due. The rep said no problem he would notate the account. I gave my brother the money to send for me. He went to money gram to send the {$3300.00} and was told by the money gram rep it was being rejected, went to another location and the same. Went to a XXXX XXXX location and was told the payment would not process and was given a # to call Mr Cooper. My brother called in XX/XX/XXXX and the office was closed, called again XX/XX/XXXX and spoke with a different rep who said, no the minimum they can accept is {$13000.00}. I immediately asked for a Manager because as a financial institution they can not be rejecting certified funds if someone is trying to pay. I was then put on hold for over an hour. Then an escalation specialist came on the phone, confirmed it was not a manager even though I asked for one and the other rep just reiterated the same thing, again my brother asked for a manager, but continued to be put on hold. It was not until my brother told the escalation specialist that if he does not talk to a manager or someone willing to help, he would start notifying the CFPB and XXXX XXXX XXXX of their unlawful business practices. He was then put on hold for another 30 min. The escalation Specialist told my brother that she spoke with a Manager and said she assured him the Manager would call him back the next day by XX/XX/XXXX. No call was ever received, My brother waited for another day until XX/XX/XXXX to give the benefit of the doubt since the XXXX of the month is a high call volume day, never received a call. Now today XXXX with his help I am posting this. I need the CFPB to help me with this complaint. I need someone in upper management who has authority to call my brother so I can get this rectified. My brother does not want any call from any escalation specialist, he needs a call from a manager or executive. I feel like because I have over $ 300k in equity, they are forcing me to sell my home. I am a single mother and have lived here for 20+ years.
Company Response:
State: CA
Zip: 91706
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My local loan was sold to Aurora Loan Services in XXXX. Soon after XXXX began cashing my personal checks on time but posting payments weeks later and adding {$25.00} late fees to the account. This activity continued until I discovered that my bank would pay XXXX directly and sue the company for fraud if that activity ( which the bank verified ) continued. Efforts on my part failed to remove any of the late charges or changed the reduced credit rating though I went through all the hurdles and have the documents to prove the efforts. The contract I signed in Oregon included an interest bearing escrow account for property tax and insurance. At one point with the {$3000.00} balance, only XXXX cent was paid to the escrow account. In XXXX, I applied for a local property tax deferral program and was qualified. I wrote XXXX to announce there was no further need for the ( non-interest bearing ) account. I received no reply for TEN Months though the contract required a reply within 20 working days. Meanwhile, every month I informed XXXX to take my monthly payment out of the balance in escrow. At the end of this process, I discovered that {$300.00} had disappeared ; {$250.00} remained and remains in an otherwise closed escrow account to this day ( with no interest ever added ) that the servicer acknowledges. The unexplained discrepancy of available funds allowed XXXX to say I was therefore behind by one payment. I had been meticulous in paying attention to the diminishing amount in escrow - and had never in my life missed a house payment. Late charges have accrued to over {$4000.00} and I do not owe a dime of it. No one ever explained what happened to the missing funds nor allocated the acknowledged funds. XXXX ( a XXXX XXXX XXXX XXXX sold my loan to Nationstar Mortgage Services . I wrote immediately of the trouble and unresolved issues with XXXX. NationStar sent me copies of the transactions XXXX reported and refused to investigate further. Late charges continued unabated. Now Mr. Cooper owns this loan. I wrote several letters to them went without reply until I sent one by Certified Mail. That reply, among other things, gave me the exact same data NationStar had, and explained that because I refused to provide my phone number*, an investigator had been sent to examine my property at a cost of $ XXXX. No explanation was given for why or how the acknowledged {$250.00} in escrow still existed. Late charges continue to be added and interest charged on the late fees every month. NationStar had had my phone number* and called me, threatening me with very foul language daily for months until I couldn't suffer it any longer and got rid of my land line in favor of an XXXX and an unpublished number. The photo** that Mr. Cooper sent in XXXX to prove their local appraisal was clearly a XXXX XXXX shot because the car shown in my driveway had been sold in XXXX. Both NationStar and Mr. Cooper are Texas companies with no offices in Oregon. Aurora Loan Services is located in XXXX, Colorado with no offices in Oregon. Had I been warned about any of the sales before the occurred, I Would have tried to find a local company that I could, at a minimum, speak to in person. At the very least fiduciary responsibility has been far less than stellar if not criminal : interest should have been paid on the escrow account, reply to my change of circumstances should have been timely - ten months of silence is simply outrageous ; payments should have been posted when added to their bank account, and where did the {$300.00} go? Why was {$250.00} left unallocated or interest paid to it? In theory, the threats by telephone were criminal. I wrote the Oregon Attorney General 's office to report it. A letter of inquiry was sent, allegedly. No reply was received by the OAG 's office and so the matter was dropped. So much for consumer protection! I have the post card that was the only acknowledgement I got. In XXXX I met with two representatives from XXXX XXXX who were in XXXX for the express purpose of addressing concerns of homeowners like me. They promised to investigate but there's no evidence they ever did. I went to one of the XXXX events. I met with a representative of NationStar and showed him all my documents ( I have a library box full that goes back to the first contract. ) He also promised to investigate and get back to me. Again, nothing. If I were wrong, you would think any one of those people would have made that clear. Yet, no one has ever said I was mistaken. What I believe is that they saw an old woman with inadequate resources to interest an attorney so why worry about the claims. I've been paying a mortgage since XXXX, always at the highest interest rates because I am a single female, never mind I have no bad credit marks, apart from this long and catastrophic relationship with people too far away to deal with and who do not take me seriously. Thanks so much for reading.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr cooper allowed me to participate in a FHA loan modification via accepting my RMA affidavit whit had a hardship affidavit already in it. I purposely waited cause I KNOW HOW SHADY AND SNEAKY THIS COMPANY IS. I waited until the week to show they HOLD documents 3-5 business days FOR IMPORTANT DEADLINES then ask for redundant information just so they can get a tax break form 1122 isn't a requirement of fha to get a modification. Also they want 30 Days paystubs when I given them a copy of my 1099 contract and two different bank accounts with XXXX XXXX in assets I told them i have alternative sources of income which is my co borrowers 1500 monthly ssi the money saved and then when i get my first commission check mid month this month. I even supplied my licensing it showed in effect XX/XX/XXXX of this month and that ive been working with another agency prior for insurance but i didnt make any money. I dont have to do a form 1122I only want to do what the website said to get consideration mr cooper tax deductions need to be out of my affairs ... nobody notified me i logged on myself cause i know how you operate and im sure you would have waited until riday to let me know then id rush to do it on Friday then you deny my on the XXXX cause of your 3-5 business day rule or cause you want me to fill unnecessary forms to appease your accounting department You have a 4056t that i mistakenly put my dat of birth on ( XXXX XXXX XXXX XXXXXXXX ) you have two income sources ( two bank accounts ) Death Certificate copy of my work contract proof that im licensed to be mortgage orginator since XX/XX/2022 and that im gainfully employed QUIT PLAYING GAMES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! When i read the bold letters on the Uniform borrower assistance for government loans it clearly states ( 1 ) this completed, signed and dated Borrower Assistance Form ; ( 2 ) completed and signed IRS Form 4506-T ( for self-employed borrowers or borrowers with rental income or if otherwise required ) ; ( 3 ) required income documentation and ( 4 ) required hardship documentation. the affidavit is already in the original application so why is MR cooper failing me potentially cause i wont participate in this 1122 form? why is mr cooper asking for check stubbs for 30 days when there are other ways to show ability to repay loans besides check stubs why is mr cooper waiting 3-5 business days??? ( cause its one of your MANY predatory tactics )
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've been trying to get the PMI on my loan removed by XXXX XXXX XXXX to no avail. The company ordered an appraisal for a refinancing but refuses to use that value of the property from that appraisal as a basis for removing the PMI. They are asking me to pay for another appraisal before they can remove it.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This mortgage company is doing fraud against my account. I have called several of times and argue with people who clearly see that they owe me a refund and that my payment is to be lowered..instead they try to talk in circles like I'm XXXX and raise my monthly payment. It's not time for ins and taxes to go up and they already raised me..I 'm fixed. I never wanted this company due to its reputation bit they bought my loan from the other mortgage company. I have spoke to repair who see it in system where it shows to come back to me and say they will fix and call bk no responses. I have had some to lie to me and say report to high dept. No calls. I asked for the calls to be pulled. No one has done that. But they want to keep my money. Then my investor approved me for the forgiveness payments due to covid. It's all to go to bk of loan..they even said it with company. Now when it's time now it's a different conversation. My investor has it clear to do so and then they lie and say no it dont do that. Then it's only half then it's no you have to pay that in a lump.some. your frwud is what it is. I did a program to lower my payment and did the application to help me. Yes help me and you want to keep the refund check because I did the help for covid. I needed the help. You dont pu ish us for the help. I will be filing a complaint with them as well to let them know what your company is doing to us. I owe nothing and if you do your job my payment will go bk to where it should be and I wouldn't be going thru this fXXXX Send me my money and fix my payment asap before due again and you owe the difference I had to make of the higher payment last month. Stop lying and holding our money because the government helped us. This just like you charge us for payment when we under plans now you fixed that. Fix my account. I been patient for to long and now something new.. I'm not going to keep getting taken advantage of
Company Response:
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX, never gave us time to submit packet for modification, and short sale consideration and foreclosed on our home on XX/XX/2022. Please advise what options we have at this time
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX, never gave us time to submit packet for modification, and short sale consideration and foreclosed on our home on XX/XX/2022. Please advise what options we have at this time...
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage got sold to Mr. Cooper ( aka Nationstar Mortgage ). Went to set up bi-weekly payments, got sent their paperwork, filled it out. They received it and said I had to submit two months of full payments before they would turn on bi-weekly payments. I did that. Went to check two months later why it wasn't activated, they said the bank account information they had was incorrect. I asked them to tell me the routing number and account number they had, they did and I confirmed that was correct. It's also the same bank account information I have stored in the backend of their website that I used to make my first two full payments. Now they are telling me I have to go through the setup process again, even though they have everything. Customer service refuses to help resolve this situation.
Company Response:
State: WA
Zip: 98011
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A