Date Received: 2022-01-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This NATIONSTAR XXXX XXXX CO XXXX account is reporting derogatory information as reported in my Credit Bureaus. The first being with the FDICs Uniform Credit Retail Credit Classification and Account Management Policy. And the second being the FCRA, which requires all reporting to be 100 % accurate. If the information is NOT 100 % accurate it must be deleted from the agencys report. 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. NATIONSTAR XXXX XXXX CO XXXX
Company Response:
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have asked more than once for my PMI to be canceled yet it is still being charged. I am below the XXXX XXXX XXXX benchmark. The cancelation should have occurred automatically.
Company Response:
State: UT
Zip: 84092
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 1. I have a USDA-guaranteed loan. 2. I was in a COVID-19 forbearance from XX/XX/XXXX to XX/XX/XXXX. 3. At the end of the forbearance, XXXXXXXX XXXXXXXX began evaluating me for a post-COVID-19 loan modification. 4. Initially, XXXX did not follow the USDA handbook for XXXX loan modifications, and I received legal assistance from XXXX XXXX at the North Carolina XXXX XXXX. * After several months of communications with XXXX, Mr. XXXX was able to resolve the issue with XXXX. 5. On XX/XX/XXXX, I executed a USDA loan modification agreement. The agreement was executed on XX/XX/XXXX by XXXXXXXX XXXX and by XXXX on behalf of USDA. See the attached copy of the loan modification executed by all parties. 6. The USDA loan modification agreement brought my loan current, lowered my monthly payment to {$700.00}, reduced by principal balance to {$110000.00}, and lowered my interest rate to 2.88 %. See page 7 of the attached PDF. 7. Before I could make even one payment on the modified loan, XXXX XXXX transferred servicing of the loan to XXXX subserviced by Mr. Cooper. 8. XXXX subserviced by Mr. Cooper does not appear to have any record of the loan modification. When I log in to my account, it claims my loan is owing back to XX/XX/XXXX. It claims I owe {$14000.00}, that my monthly payment amount is more than {$800.00}, and that my interest rate is 3.5 %. 9. My first payment to XXXXMr. Cooper is supposed to be due on XX/XX/XXXX, but XXXXMr. Cooper is incorrectly stating that I owe more than {$14000.00}, and has not returned my calls or emails to get to the bottom of their error. 10. I am requesting CFPBs help in sorting out this problem. Please contact my attorney as listed below : XXXX XXXX Senior Attorney XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX N.C. XXXX Direct : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 28562
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I came off my forbearance plan with Mr Cooper mortgage in which I made all of my payments on at the end. My husband got a new job due to Covid and his pay date is now once a month and paid on the XXXX of each month. The problem we were left with was the due date is the XXXX ( 6-7 days before my husbands check ) each month. I discussed this with forbearance department and we discussed options like modification and putting the amount at end of loan as I junior lien, or a payback plan for what was needed etc,, I was transferred to someone in forbearance department whose name was XXXX who told me about a new option Mr Cooper was offering customers that just started. She said I was able to make my monthly payment at any time throughout the month for the next 12 months and not receive any late fees. I said that was wonderful and would be a great solution for me and I already started paying more to put in suspense/unapplied funds to total the monthly amount due and could just continue doing that over the next year or until I reach a full extra payment since the due date can not be changed to jump ahead. I made my payment in XXXX, XXXX and XXXX only to find a late fee on my account in XXXX. When I called MR Cooper to question the late fees, I was told there is no such assistance available and I was told incorrect information. A escalation department pulled the call and verified what I am saying was accurate but is not holding to what I was told by MR Cooper on that call XXXX. This is not acceptable as I had monthly budgets surrounding over paying monthly t o reach one full payment in suspense /unapplied funds account to jump ahead a month to pay by the XXXX. This is not fair treatment to me as a customer especially on a FHA loan. I need better assistance and accountability from Mr Cooper to assist after being told false information and late fees charged by the mortgage
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went to make my mortgage payment with Mr Cooper loan servicer. I could not log into website which has worked several months in a row without any issue. Tried to reset password and a code that was supposed to arrive in email never came. I checked spam folder, added email to safe senders list and nothing. Tried to call to get resolved- was on hold for an hour and no one responded. Hung up and tried again. Reached a rep who had no understanding on how to resolve issue. Said tech support would have to contact her and I still could not make my payment. Called again, reached someone and this rep changed my contact email to my other email account to get reset code sent to me 2nd email address and SAME problem. Company could not get this straightened out on their end due to incompetence and lack of understanding. The issue clearly on their end as two email addresses do not send a code. But with their lack of a response it seems like they are clueless. I have no way to ever resolve this issue.
Company Response:
State: GA
Zip: 30189
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or before XX/XX/XXXX, I, was under XXXX XXXX Bankruptcy, which was completed discharged in XXXX, because it was over. From XXXX until XXXX multiple payments were made to Mr. Cooper by the Bankruptcy XXXX and payments currently show that theyre unapplied payments. This was informed to us by Mr. Coopers representative that Unapplied Payments are payments kept and held by Mr. Cooper, but are not applied nor reflect on the statement, until the rest of the balance is provided, which means current balance and amount owed in the account is incorrect. On or before XX/XX/XXXX, I received a Loan Modification rejection, due to missing information and documentation. I was informed by Mr. Coopers representative that the documentation used for this request was from XXXX, which doesnt apply to my current economic situation in XXXX. The above-mentioned documentation was a copy of my bankruptcy, provided by my legal representative. It included information from 7 years ago, and it was informative not a formal request for a Loan Modification since the property was part of the Bankruptcy at the time. In XX/XX/XXXX, I and my Daughter spoke to another Mr. Cooper representative to communicate my XXXX illness, irregularities on my statement and irregularities on the Loan Modification process.In addition to the above, I speak XXXX and all the information provided to me has been in XXXX. I informed all of Mr. Coopers representatives of my lack of understanding of the language in advance in the calls. On or before XX/XX/XXXX, a new Mr. Cooper representative provided my daughter and I with the correct Loan Modification process, online access information and where find correct Loan Modification procedures within your website. The representative added notes in my account of all the irregularities found in the account, and we informed the representative of how inaccurate information and internal improper processes in my account with from Mr. Cooper, has provided me emotional hardship and distress as an elderly person. Due to all the clear internal operational issues and the mismanagement of my account, I requested a deep review and investigation of my loan and no answer has been provided. So far it has been very complicated to obtain proper answers from Mr. Cooper and their lack of transparency makes it harder. Their rejections of loan modification are vague. My statements are incorrect due to the above reason and the interest are also incorrect since Unapplied Payments have not been applied.
Company Response:
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: NationStar DBA Mr. Cooper Charges you for monthly inspections on homes that are less than 30 days delinquent ( they have 15 day grace period ) No inspections are EVER done! ( Iknow, b/c I AM also an inspector for these services. I also know firsthand they give sensitive information to minors at these homes. As I was witness to the only actual inspection I ever saw take place. , and that particular homeowner was less than 30days past due. I have inside information that there are multiple accounts where funds are being misrepresented and fees are being charged for services that are false they spam consumers with ROBO calls multiple times a day despite homeowners requests & / or filings that these calls are not necessary or rightly due.
Company Response:
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I opened my mortgage account in XX/XX/2021. Since I have to pay the school tax in XXXX, the mortgage company, XXXX, requested me to pay it by myself only for the XX/XX/2021. Since then they moved my loan to another company called, Mr. Cooper. In XXXX, my lawyer sent a check to the school tax collector and it proceeded. Then, Mr. Cooper sent it again ( double payment ). According to the tax collector ( below is detailed information of the tax collector ), the check has been sent back on XX/XX/2021. XXXX XXXX XXXX XXXX 2021 Make Checks Payable to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX, Receiver OR XXXX School Tax Department Due to the problem, I closed my escrow account. Since then, I tried to communicate with them but was not successful. When I email them, I occasionally receive their replies saying that it's not their department and sent me a new phone number OR sometimes, no responses OR sometimes, they just sent me a letter that it will take time. Only valid response I got was on XX/XX/XXXX saying that " We have completed a review of your escrow account. We contacted XXXX and due to double payment there is refund available {$7700.00} and will be deposit back to escrow account. We apologize for any inconvenience this may have caused to you. '' However, even since then, I've never received their message so I have to send multiple emails again. In XXXX, I was worried if it happens again because I had to pay another tax in XXXX. So, I contacted them multiple times again but never received any valid response. Eventually, I called twice today and yesterday, and they said they will send the information to their tax department. I don't know whether it will be eventually solved, but it's already 5 months and I'm still paying for the escrow account that I closed. After I close my escrow account, it only shows that I owe them the tax amount. They said they didn't receive a refund from the tax collector. At this point, I don't know where the check is. So, I have to pay for them every month since then. It's very frustrating since talking with their representative takes a lot of time due to their automatic system. And everyone including those who email me back or the representatives I have talked to were saying the same thing, they're not the ones who can solve the issue. What I understand is that their TAX DEPARTMENT is working on that, but I wasn't able to talk to them directly. Hope filing this complaint will eventually solve the issue and I can get my remaining amount in the escrow account rather than paying for never-used debt.
Company Response:
State: NY
Zip: 13850
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We unfortunately got transferred to Mr. Cooper from another company that we loved. I made a payment on XX/XX/18 in the amount of {$270.00}, but they didnt remove it from the amount owed. I have spent countless hours on the phone trying to get it fixed, only for them to fix the total I owe and then revert it back like we hadnt paid anything. This company is ridiculous and trying to scam people out of their money. There have already been lawsuits filed against them and I have no idea how they are still in business.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24112
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company has the WORST customer service reviews I have EVER seen! I have called and emailed several times with NO response. HORRIBLE! I have tried several phone calls and messages to NO avail. Your company has the worst customer service ratings I have seen online! You bought my mortgage from XXXX and increased my payment {$300.00}!!!! I have tax records and insurance records that show NO such increase is valid therefore continue to pay the same monthly payment. No one has responded to letters, emails, phone calls or online chats for the increase!
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A