Date Received: 2022-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received 2 insurance checks for damages done to my home during XXXX XXXX on XX/XX/XXXX. It was made payable to me and Nationstar Mortgage dba Mr. Cooper. The XXXX checks totaled {$70000.00}. I was told by Mr. Cooper 's Loss Draft Dept. that I needed to submit a claim process online in order to get their endorsement, and that I needed to submit the insurance XXXX 's report, and also to sign the Attestation and Indemnification Form and mail the check to the Loss Draft Dept. I would then receive a portion of the funds to begin repairs, To receive additional funds for repairs I would have to request an inspection from Mr. Cooper to see if repairs are being done to their satisfaction. I don't think this is right and fair, but I am doing my part in order that I may begin repairs. After completing steps 1 and 2 of the online process step XXXX was for Mr. Cooper to mail out a check for the initial portion of the insurance proceeds. Steps 1 and 2 were completed in XX/XX/XXXX. I waited patiently for Mr. Cooper to honor their part. Finally I gave up waiting and called the Loss Draft XXXX. A lady by the name of XXXX took my call on XX/XX/XXXX at XXXX. She took my information and stated that everything looked in order, but no check had been mailed to me. She apologized and stated that she didn't know why a check had not been mailed to me. I explained to her that I was very unhappy about this whole procedure and I knew there would be holdups and delays. She continued to apologize to me. Then it showed online that a {$40000.00} check was sent out on XX/XX/XXXX. I never received that check for $ XXXX XX/XX/XXXX I made another call to Mr. Cooper at XXXX. I talked to rep XXXX and explained my situation. I told her of my frustration with this process and Nationstar XXXX Mr. Cooper. She stated that a check was sent to my home, address verified, on XX/XX/XXXX at XXXX by XXXX XXXX dropped on the front porch. I told her that I have not received any package and that is why I am calling again. She said that I would have to track it with XXXX. I said, " no I'm not! '' " You all are going to find out what happened to that check and I am not going to be treated unfairly once again by Mr. Cooper, and at this point I am demanding all of my funds immediately! '' She put me on a long hold and came back and stated that they would have to put a stop payment on that check and that would be another 7 days at least and then a new check could be issued. I asked if someone would let me know the progress and she said I'll know when their stop payment process is complete. I asked to speak to a supervisor and was told that a supervisor would not be able to give me any different answers than she could. So again, I am at the mercy of the mortgage company, having to wait another 1-2 weeks before I can get started on repairs. In the meantime, I have to hope their isn't any windy storms because I have holes in my roof and water damage to my hardwood floors that came through the windows. I also have a 180 day window from the time of the storm, to ask for a recoverable depreciation from my insurance company once all repairs are done. XXXX XXXX occurred on XX/XX/XXXX, so it doesn't look like I'll make that deadline.
Company Response:
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: mr cooper ( nationstar ) on XXXX they paid out of my escrow to my insurance co {$840.00} then on XX/XX/XXXX they took out of escrow {$500.00} for lender paid insurance then on XX/XX/XXXX they took out of escrow {$440.00} for lender paid insurance then on XX/XX/XXXX they took {$440.00} out of escrow for lender paid insurance total {$1300.00} i called then 8 times with no resolution i have always had insurance now my payment went way up they will not refund to my escrow. they stole my money.
Company Response:
State: MT
Zip: 59405
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The options given for Step 1 and Step 2 don't exactly describe my issues but here 's a long explanation of everything that has been going on. This is a dual complaint against Mr. Cooper - their Mortgage Division ( loan # XXXX ) and against XXXX ( Claim Tracking Number : XXXX ) which is one of their subsidiaries. XXXX handles all homeowners claims. Mr. Cooper has too many addresses per se and I didnt know which one to use. I havent dealt directly with them in years. The lawyer representing Mr. Cooper in my modification case is XXXX XXXX and here is his contact information : XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX ( XXXX ) XXXX ( XXXX ) XXXX ( direct ) ( XXXX ) XXXX ( facsimile ) I will provide XXXX XXXX info when I get to that part of the complaint. I want to clarify that I am not currently represented by an attorney but I would like to be. I was represented for the past five years by XXXX XXXX for the purposes of filing a bankruptcy and negotiating a settlement. Litigation at that point was off the table for financial reasons and because I didnt think XXXX XXXX was invested enough in the case to pull it off. I know it probably wouldve been less stressful ( or not? ) to extend XXXX XXXX representation but without getting into too many details, he made too many mistakes and other than filing the bankruptcy, he didnt do much else. Im still very grateful for his service and support though. This is my pathetic story. My name is XXXX XXXX. In XXXX, I bought my first home located at XXXX XXXX XXXX in XXXX, MA ( XXXX ) and Ive lived there ever since ; this is my mailing address as well. WIthout any notice, the mortgage companies changed a few times through the years with the last one being NationStar dba Mr. Cooper and thats when my nightmare began. Back in XXXX, a modification was offered and approved. I successfully completed the trial period and for no reason and without an explanation, they then denied it. I refused to pay the new slightly higher mortgage payments until they honored the modification agreement. Trying to get anybody to speak to me to straighten out the modification issue was impossible. I gave up and when I tried to pay the mortgage payments I had missed, they refused to accept them. Shortly after, I got a foreclosure sale notice in the mail from Mr. Cooper. Mr. Coopers unjustified and unnecessary actions forced me to get legal representation and to file bankruptcy when I shouldnt have had to. Im a teacher and I live paycheck to paycheck and what I had to do to save my house ruined my credit and ruined me financially, which to this day I still havent recovered. The emotional pain and suffering that I have endured since is immeasurable. Due to the constant stress I was under, I couldnt focus, I was sick often and I was unjustly let go of my job of 17 years as a teacher in the XXXX. Even though the Unemployment Dept reversed my employers decision, the damage was done and it was about to get worse. The unemployment benefits were only a percentage of my salary and I couldnt keep up with Mr. Coopers payment demands. Against everyone 's advice, I withdrew my retirement benefits early to pay for what I owed. Not only did I lose every cent I had saved for my retirement but I lost about {$35000.00} during that transaction due to penalties related to the early withdrawal. I was honest with the Unemployment Division and when I told them that I had withdrawn my retirement benefits, the benefits ceased. I guess they considered my retirement benefits as income. I probably couldve contested their decision but I was too emotionally drained to fight it and in all honesty, they came through for me when I needed it the most so I just let it go. This was the lowest point of my life and Mr. Cooper continued to push but I managed to pay for every cent I owed up to that point and more afterwards ( I have copies of the checks ). My payments altogether total about $ XXXX. To make matters worse, the $ XXXX went missing ; that money was never credited to my account which Ive come to find out seems to happen a lot with Mr. Cooper XXXX My lawyer even missed that and when I pushed him to question them, Mr. Coopers lawyer admitted to it. While Im very surprised that he admitted to their oversight, I dont buy it. To me, missing one payment may be considered an honest mistake. Missing crediting my account on six different occasions ( or more ) is no different than illegally withdrawing money from borrowers without their consent, one of the many charges Mr. Cooper has been found guilty of. I have no idea where that money is but thats one of the stipulations that need to be clarified in the settlement. I believe during or shortly after Mr. Coopers big indictment in XXXX, XXXX XXXX approached my lawyer to negotiate a settlement. A whole year went by and nothing happened. XXXX XXXX didnt contact my lawyer and my lawyer didnt follow up to him either until I insisted. My lawyer finally sent XXXX XXXX a short letter on XX/XX/XXXX and XXXX XXXX responded shortly after, on XX/XX/XXXX, saying that he would get back to him soon. And that was almost a month ago? He has already taken another month to reply and before that he took over a year! What can I possibly do at this point? I dont know if taking months, a year to respond is standard procedure in this type of case and/or amongst lawyers but as my level of anxiety keeps rising, I dont know how much longer I can wait. I dont trust Mr. Cooper - Im scared that they will take back what they said they would include in their settlement, and attempt to force me out of my house again. Their MO is so predictable! and they continue acting this way because they know they can get away with it when their accuser '' is somebody like me, a divorced teacher with no legal representation, and no direction. And thats where Im at with this part of the case. I may be wrong but I dont think their lawyer is going to get back to me any time soon, especially knowing now that Im no longer represented. XXXX XXXX from the DOB suggested I file a complaint through you and I truly hope you can assist me. Like I said, for years, we have tried to reach an agreement with Mr. Cooper so things can go back to normal but nothing has gotten done, for one reason or another. In order for me to agree to a settlement, Mr. Coopers lawyer would have to 1 ) agree to honor the modification they had agreed on almost five years ago and later withdrew 2 ) pay my former lawyer XXXX XXXX legal fees ( they kind of agreed to that but they don't know the amount ) and XXXX ) offer monetary compensation for my emotional distress. 4 ) He would also have to put in writing that they have waived the mortgage payments in arrears ( he also agreed to that as well but I obviously want him to agree to an amount and put it in writing along with the other conditions ) and 5 ) deposit my $ 33k ( approxly ) into an escrow account or apply it towards my mortgage balance ( as they were supposed to but never did ). Unfortunately, there is more to complain about. Back on XX/XX/XXXX, my kitchen caught on fire. The kitchen was destroyed and the smoke and soot went all over the house. Ive been living in a hotel since then and its been the opposite of Heaven. Here we are, 9 months later and my house is still not fixed because XXXX, a subsidiary of Mr. Cooper has simply decided to keep the money. Not only they havent released any of the funds but they havent given me an explanation as to why they are doing that either- is that even legal? The check from the insurance company I received in XXXX to repair my home was made payable to me and Mr. Cooper. Based on their track history of losing money, I didnt want them to have the check. I tried asking them to endorse it so I could keep it but they refused. I tried to figure out other options with XXXX and that didnt work either. When I asked XXXX XXXX for information about where to send the check, he told me to just send it to him and that he would figure out where to send it. I refused and demanded to have in writing the name and contact info of whoever would be handling my case and a description of their claim procedures. I never got any detailed information from XXXX XXXX about their procedures ; all he gave me was the name XXXX and the address and that took months! Assurants addresses are : Regular Mail Overnight Mail Mr. Cooper Mr. Cooper Attn : Loss Drafts Attn : Loss Drafts XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, OH XXXX XXXX, OH XXXX Ph # XXXX While waiting for some kind of response from XXXX XXXX, the original check from XXXX expired and I had to contact the insurance company to get another check issued. XXXX was not aware that the home repairs had not yet begun and needless to say, they were appalled. Thats when I was notified by XXXX that my ALE benefits that are currently paying for my hotel stay while my house was supposed to be getting repaired will be terminated at the end of XXXX. Since five months had already passed at this point and with the fear of becoming homeless soon, I felt I had no choice but to send the check to XXXX and hope for the best. On XX/XX/XXXX, I reluctantly forwarded a check in the amount of {$26000.00} to XXXX. As I mentioned earlier, this check was issued by XXXX with the sole purpose of repairing the damages done to my property by the kitchen fire. Along with the aforementioned check, I included the insurance repair estimates, the contractor 's report and a Declaration of Intent to Repair form. As its their usual tactic to delay things, they asked me yet for another Intent to Repair form through their website. I immediately filled it out and submitted it and I still havent heard from them once ; not a letter, not a phone call - nothing. Ive also been checking their useless website for updates and there is nothing there either. Not only it doesnt have an updated status but the information is contradicting and deceitful. In one section, it says Were going to take you to Step 3 : Receive Partial Claim Funds. Then the next screen says : Claim Funds Sent to you but when I scroll down, in smaller print, it says funds not yet sent. Again, no explanations. ( I have pictures of the screens ). I decided to call their Customer Service Dept and that was another nightmare in itself. One of the many reps I spoke to informed me that none of the Customer Service reps could discuss the case with me because my case is coded LITIGATION. Nobody can discuss the case with you, she said. My own case! She then proceeded to give me a list of generic emails to file complaints about Mr. Cooper to Mr. Cooper ( the links on the website to file a complaint, www.mrcooper.com/legal/complaints, don't even work! I also have the pictures of the error messages. ) When I demanded the name of someone with authority that I could speak to about my case, she simply replied that she had no names to give me. This is all so unfair, so wrong. I have never encountered a situation like this where a company wont inform me of whats going on with my own claim and then tells me that theres nobody I could speak to about the situation! I tried to explain to the CS rep that there is no litigation '' going on, that Ive been involved in a serious situation with Mr. Coopers Mortgage Division for the past 4+ years about a shady modification offer and an unjustified attempt to foreclose on my home but that we are not battling it in court nor am I being represented by a lawyer. I explained further that negotiations for a settlement with Mr. Coopers legal counsel XXXX XXXX XXXX, XXXX on the mortgage case have begun and that I hoped to reach a final resolution soon, one way or another. My explanations didnt matter ; she just kept saying file a complaint with Mr. Cooper . I cant waste my time with Mr. Cooper aymore so here I am, I decided to file my complaints where they matter and where I may have a chance to get some kind of resolution. As I mentioned above, my insurance company will no longer pay for my hotel stay after XXXX which means Mr. Cooper is pushing me into homelessness once again. To avoid this from happening, my house would have to be deemed safe and livable for me to move back in and the only way to accomplish that is if the contractor starts working on my house now and finish all major repairs within a very unrealistic short amount of time and with non-existent building materials or appliances as I havent been able to order any of them. And thats if he is available to work. He has been waiting to start this project since I got the first check back in XXXX. Being aware of the situation and Mr. Cooper 's reputation, my contractor will not do any work until I can confirm that the entire {$26000.00} is available to him and that there will be no more issues if and when additional funds are needed. And the same goes for any contractor in the area. Without that money, my house wont get repaired - plain and simple. And their unjustified and intentional delays have not only affected everybody involved but the condition of my home continues to deteriorate as its still covered with smoke residue and soot. At this point, when so much time has passed and nothing has gotten done, a partial disbursement or half of the funds now and the second half later is not acceptable. The entire amount is needed now to complete all the major repairs at once and as fast as possible. ( 6 ) They also need to have the LITIGATION code removed from my claim case immediately. ( 7 ) This is something Im sure Mr. Coopers lawyer could request but Im even more sure that it wont happen unless somebody with more knowledge and power intervenes on my behalf. Because of the pending settlement negotiations, I have taken a closer look at my case and I was really embarrassed because Mr. Coopers deceptions were very obvious from the beginning and a more aggressive approach shouldve been taken. I started doing my research and thats when I realized that what Ive experienced with Mr. Cooper, thousands of consumers have gone through it as well : the shady modification offers, unjustified foreclosures, repetitive requests for the same information, lost documents/payments, among other unfair and deceptive practices. To their long list, I can add failure to communicate ( a year+ on one case and 60 days on the other ) and misappropriation of funds, for wrongfully keeping the insurance funds that I need to repair my home. I hope you can help me put an end to this nightmare once and for all! I would be eternally grateful!
Company Response:
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper purchased our loan in XX/XX/XXXX, one month after its origination with XXXX XXXX XXXX in XXXX, but Mr. Cooper did not apply a payment ( the first ) we had made on our mortgage. We have spend 14 hours on the phone with Mr. Cooper and send many emails asking them to correct our account and they will not. They have finally returned our payment but they have not corrected the records so our account says it is late and has the wrong principal balance. We have made payments every month but the account indicates we are 56 days late and that creditors will be notified. They sent back one of our payments, and are still holding the money from the first without applying to our account. Here is a detailed timeline of our efforts to resolve this issue : XX/XX/XXXX : We called both Mr. Cooper and XXXX XXXX XXXX ( XXXX ) to ask what happened to the XXXX payment we made to XXXX that was supposed to be sent to Mr. Cooper. We also submitted this question via email to XXXX. XX/XX/XXXX : Mr. Cooper responded to our email noting when our last payment was recording in our Mr. Cooper system, and when the next payment was due and failed to address the concern. We called XXXX, who said the loan number they used during the wire, didnt match our mr. cooper loan number. We got the wire info from XXXX. We called Mr. Cooper and shared all this info, they said they would escalate the issue and asked for some time to look into it. XX/XX/XXXX : We called XXXX, who said Mr. Cooper confirmed on XX/XX/XXXX that they had gotten the wire. XXXX told we they had communicated with XXXX not XXXX. We called Mr. Cooper, who said theyll keep working on it, and if they confirmed it received, then it should take 2 days to hit my account and to call back after XX/XX/XXXX. XX/XX/XXXX : We called Mr. Cooper. The representative said they put in a research request, and a POV ( not sure what that is ) She said there is a note that it should be resolved by the XXXX and then updated to say by the XXXX. She put a note saying that our payment status should reflect another month of payment. XX/XX/XXXX : We called Mr. Cooper : The representative said the case was closed, and the resolution sited was that they couldnt find the payment. Joint Call : We got XXXX XXXX XXXX on the phone with Mr. Cooper. XXXX XXXX XXXX Confirmed that Mr. Cooper had confirmed receipt of payment on XX/XX/XXXX. Mr. Cooper said thats all they needed and let XXXX XXXX XXXX hang up. We called Mr. Cooper a second time to connect with a representative who would escalate things further. We connected with XXXX XXXX who indicated that she would follow up with us on XX/XX/XXXX. XX/XX/XXXX : Email from XXXX. XX/XX/XXXX : Emails with XXXX checking in. XX/XX/XXXX : Email from XXXX saying Account Services have reviewed your account, and when the loan was transferred over the account was due for XX/XX/XXXX meaning your XXXX payment that was made to your prior lender was posted to your account. Bringing your next due date to XX/XX/XXXX. XX/XX/XXXX / XXXX / XXXX Emails to XXXX no response Send her payment history to prove all payments from our bank account. XX/XX/XXXX Emailed XXXX XXXX, XXXX and XXXX saying we needed resolution. [ We later learned that Mr. Cooper filed a formal customer service request based on this email. ] XX/XX/XXXX Research Incoming emailed us to say they would call us to address the customer service issue. XX/XX/XXXXWe emailed to ReasearchIncoming saying we hadnt been called and asked when might someone call us? ( no response ) XX/XX/XXXX We called Mr. Cooper, they said XXXX would respond to us that day. XX/XX/XXXX We called Mr. Cooper and got to a new escalation person XXXX XXXX. XXXX said none of the cases on our account were currently open Our account showed that we had 6 cases previously, all closed. XXXX said she would look through our case and follow up in a couple days. XX/XX/XXXX We sent XXXX the wire transfer info we had previously gotten from XXXX, and all our payments backup. XX/XX/XXXX ( called ) XX/XX/XXXX ( emailed ) No response from XXXX XX/XX/XXXX XXXX called us. We together called XXXX. Got another wire transfer number. XXXX said wait until XX/XX/XXXX for an update. XX/XX/XXXX XXXX sent me the formal customer service letter saying there will be a response from Customer Service by XX/XX/XXXX, but XXXX assured us she was still also working on our case. XX/XX/XXXX We sent XXXX the payment transaction from XXXX that showed the remaining XXXX balance when that payment was made. No updates from XXXX except acknowledging receipt. XX/XX/XXXX : Email to XXXX no response XX/XX/XXXX : Called XXXX and left VM XX/XX/XXXX : Called XXXX and left XXXX Emailed XXXX and XXXX and XXXX with our XXXX 1098 tax form that further proved we had made all the payments and our Mr. Cooper account was incorrect. XXXX responded via email saying no updates yet. XX/XX/XXXX : Emailed XXXX XX/XX/XXXX : Called XXXX and left XXXX in am and pm Emailed XXXX and XXXX and XXXX asking for an update. XXXX responded via email saying no updates yet. XX/XX/XXXX : We called XXXX and left XXXX, she called back. Chevons going to escalate again with the 1098. XXXX thinks the issue is our boarding balance, its not a missing payment issue. Acquisitions need to make the adjustment. Its all back office. XXXX is going to reach out to them again. XX/XX/XXXX : Called XXXX and left XXXX Emailed XXXX and XXXX and XXXX asking for an update. XX/XX/XXXX Emailed XXXX and XXXX and XXXX asking for another update. Phone tag with XXXX. XX/XX/XXXX We called XXXX, who didnt pick up. We called customer service and spoke with XXXX XXXX XXXX. She sent us our {$1400.00} payment back. But our account still does not reflect the payment originally made to XXXX.It then showed we were months behind on our paymenyts and an inaccurate principal balance XX/XX/XXXXWe spoke with XXXX twice. Group call with XXXX and XXXX. XXXX said Mr. Cooper needs the wire transfer values for the wire transfer numbers we have This was the first Mr. Cooper followed up since XX/XX/XXXX that the information was not sufficient.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Back in XX/XX/XXXX I applied for forbearance due to Covid-19 and my husband and I were unemployed, were forced to close down our business. We were collecting unemployment which was not enough to cover all the bills. during this covid time, I was diagnosed with XXXX XXXX and went through XXXX and treatment. My forbearance ended on XX/XX/XXXX, My husband and I are back to work and doing very well financially and have saved up {$50000.00}. I applied for loan modification, and advised them I Have {$50000.00} to pay towards the past due amount and if they give me some kind of plan for the remaining. I was denied, I applied for repayment plan, was denied, I applied for deferment, was denied. Basically, I was not given any options besides, pay back payments in full or we foreclose. If they were not planning on offering any assistance, they should of not approved the forbearance and said you don't qualify. Now I have a past due of {$97000.00} and they want all of it at once. No plan at all.
Company Response:
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am unsure as to why Mr. Cooper has been sending me numerous letters in the mail. They are claiming that I owe back money to them when im fact I sent Payments to XXXX XXXX XXXX. Mr Cooper has since mail to me XXXX letters from the beginning on XXXX after claiming to now have control of my Payments. I have sent them a request for information in regards to who the original creditor is on this account ect. I havent heard a response. Mr. Cooper is a horrible mortgage company, whos goal is to take people out of their homes! I am willing to expose their True fraud, by the way of the securitization process, and file a Federal Case for this company. I have sent them back their payment coupon ( security instrument ) in regards to the payment/ debt request.
Company Response:
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NationStar/Mr Cooper I paid my mortgage in full on XX/XX/XXXX I called on XX/XX/XXXX to inquire as to why I had not received my escrow check I was told it was mailed on XX/XX/XXXX and I should have received it. I was told a stop payment would be placed and issue a new one. I requested it be sent express mail and was told it would be. On XX/XX/XXXX I still had not received the check so I called again. I was told a new check had not been issued but due to the circumstances a direct deposit would be done to my account by XX/XX/XXXX I was asked for my routing number, account number etc. Today XX/XX/XXXX the money is not in my account. I called again and was told no money was direct deposited that would require me to send a voided check. Was also told on XX/XX/XXXX a request was put in to have a check cut and mailed to me. I asked to speak with a supervisor but was told there is not one. Also told it will take XXXX hours for check to be cut and XXXX days to receive in the mail. By law my escrow is to be returned in 30 days. They have confirmation that although they cut a check, I did not receive it and they are in default. I am terribly dissatisfied and have gotten a different story each time I call.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: See complaint XXXX. Mortgage bank agreed of removing the insufficient fund charge, a day after refinancing but, included the insufficient fund fee in the mortgage pay off. After calling customer service XXXX of XXXX about the discrepancy I received a verbal reply that the fee will not be refunded to me by management decision.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan modification was approved and in the paperwork no payment was owed to approve the modification.
Company Response:
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MR COOPER Payoff wire to Mr. Cooper XXXX {$320000.00} - The amount sent was mistakenly a typo error and should have been for $ XXXX short by {$9000.00} from the title company. On XX/XX/XXXX a representative from Mr. Cooper contacted XXXX XXXX XXXX regarding the {$9000.00} shortage, this was confirmed and XXXX XXXX XXXX immediately sent a second - Payoff wire {$9000.00} to Mr. Cooper XXXX XXXX. The second wire referenced the loan number and all information used for the wire on XXXX. By conversation with a representative from Mr. Cooper we understand the remaining funds in our escrow account over {$9000.00} were used to close the account. The {$9000.00} wire was never applied to our account. As of today XX/XX/XXXX, {$9000.00} sent to Mr. Cooper on XXXX is still unaccounted for. XXXX XXXX nor XXXX XXXX XXXX has not received back the {$9000.00} sent on XX/XX/XXXX. We have called Mr. Cooper several times and filed a dispute with them to help to locate these funds and return them to either XXXX XXXX XXXX or to send to us as they are due to us immediately. We are owed our escrow funds back of {$9000.00} and still the no response.
Company Response:
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A