Date Received: 2022-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in XX/XX/XXXX and since that time have done about {$150000.00} in upgrades. After these upgrades were completed I contacted my mortgage company Mr. Cooper to ask them about having my home reappraised so I could have the {$120.00} a month PMI removed from the mortgage. At that time XXXX of XXXX, I was advised that I would need to speak to someone at the company to get that information. When I received a call from the Mr. Cooper rep all they tried to do was sell me on a refinance and cash out option and said that they would send me the contact information for the appraisal company that I am required to use. As per the company rep I am not allowed to use any other appraisal company and if I do the results will not be valid. I requested the contact information to call appraisal company and set up inspection, i did think this was a little weird as i work in the insurance industry and we have to give out at least three options for clients to get work completed, I didn't think the mortgage company requiring us to only use their appraisal company was legal, but requested the information, rep said he would email it, i never received the phone number so on XX/XX/XXXX I contacted the company again and asked for the contact number for the appraisal company they required i use, at that time they told me again a rep would need to talk to me and again an agent called me to refinance but did not provide the requested information. Then on XX/XX/XXXX and XX/XX/XXXX i reached out again to the company to request the information directly through my online portal with the company, supposed to be a direct email to the company, and they have still failed to give me the contact number for the appraisal company and i am now still paying for PMI when i no longer need it but can't get it removed as they wont provide me with the company contact information for the company they are telling me i have to use
Company Response:
State: CA
Zip: 95405
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: charging me a " modification fee '' of {$850.00} which was never included in any of the modification agreement paperwork that I have nor was it ever verbally explained to me. Now that they took my XXXX payment for this " fee '' they ( Mr. Copper XXXX said I never made a payment for XXXX. When I made my XXXX payment they said I owed XXXX and that I never made a XXXX payment. So I have attempted to resolve this matter with Mr. Cooper but have got 3 different answers and not resolved. I feel like that probably this so-called " fee '' should have been in my agreement paperwork or at least told verbally or even an email about this. If so I would have paid this " FEE '' in XXXX because I did not have a payment in XXXX. I made my 3 trial payments in XXXX ( XXXX ), XXXX ( XXXX ) and XXXX ( XXXX ) and then no payment due in XXXX Then my new payments of XXXX would begin in XXXX. I just want Mr. Cooper to acknowlege this error and please apply this XXXX to my XXXX payment and then my account will be up to date with the next payment due in XXXX like it should be. Thank you, XXXX XXXX ( XXXX )
Company Response:
State: MO
Zip: 653XX
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted the lender to get PMI cancelled as my XXXX ratio is below 80 %. XXXX10 days or so later I get a call back from someone telling me the investor ( XXXX XXXX ) is requires me to have the hose re-appraised before they will remove the PMI. Something about XXXX XXXX being a disaster area which is news to me. Nothing significant happened here in a year. I asked for documentation supporting this assertion and I was told they did not have to and would not provide any documentation. After an extremely unpleasant exchange ( The guy was rude and basically telling me I don't need to go back and re-read the agreement I'm telling you this is how it is ) the call ends and my issue with them is closed. I've got no way to call the person I spoke to back or reach them either. I reached out to XXXX XXXX and was directed to the servicing guidelines for cancelling PMI. Document XXXX Link : XXXX XXXX XXXX # XXXX It doesn't seem to mention any of the language the representative from the servicer asserted over the phone. ie; there was a natural disaster here a year ago and they need to re-appraised before they can remove PMI.
Company Response:
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper purchased my mortgage from XXXX Every step of the way Mr Cooper has screwed up. I made a Principal only payment in XX/XX/2021. They still don't have it posted correctly. All of my other monthly payments were also screwed up multiple times. My XXXX is messed up. They added an escrow on my account for no reason. Then they said i missed my tax payments. That is also a lie. They don't return phone call. i am still waiting for a call back from XXXX weeks ago. They don't respond to email. The only way to get a hold of someone is post your experience on social media. They always promise XXXX hours. That never is a true estimate. Right now i'm working on a detail that is about XXXX weeks old. Most of the rest of my issues are 4 months plus old. We are TRAPPED with this terrible company unless i pay off my mortgage or refinance. Both are financially hard to do right now. As a customer, there is NOTHING i can do to make this ridiculous company do anything. Their social media page is full of issues
Company Response:
State: MN
Zip: 55446
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: well according to Mr cooper all of this has been made up in my head and they are so sorry for my dissatisfaction After all the lies and trickery last year and skating by on technicalities They continue to call me even after I filed a Cease and desist with the FCC. They made nasty malicious lies about how Im attacking them fabricating facts or trying to get free housing or words to that effect this complaint just shows MR COOPER IS A XXXX again ill attach the letter where they claimed that they needed time to get my number removed etc and another saying that they wasn't aware of this and they will cease communications with me cause of nasty emails i sent. WELL I WAS SENDING NASTY EMAILS CAUSE YOU LIE ALL THE TIME AND HURT PEOPLE. IVE BEEN HURT AND IM FIGHTING AGAINGT A HUGE COMPANY AND IM JUST ONE PERSON and it hurts to have to deal with the lies and people not admitting when they are wrong and passing the blame on the small guy SHAME ON YOU MR COOPER!!!... OH NOOOO THIS IS REDUNDANT INFORMATION AGAIN CAUSE YOURE DONG IT AGAIN AND it gives credence to what ive been saying all before about all those OTHER pesky errors you love to REFUTE so much ... YOU CAN NOT be trusted to do the right thing even after you put it in writing to appease the regulators your deception is so obvious ... SHAME ... NO HONOR.. XXXX!! Mr cooper you even used my " nasty '' emails when i was angry and emailed after you lied to misrepresent me so you used that to make it look like your hands are tied and Im just unreasonable SHAMEFUL attached is the call that occurred this year, the docket number with the FCC complaint i Filed in XXXX last year and Both of Mr COOPER letters lying to CFPB and the Pa Attorneys general and a Pennsylvania banking an securities email as well in where im telling about Mr coopers Tactics
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For approximately three years, I have submitted required information to XXXX XXXX for a loan modification from XXXX XXXX and the company has denied my request. In response to instructions from XXXX XXXX, I paid for a Broker Price Opinion and the Broker Price Opinion 's was higher than what XXXX XXXX initially said. XXXX XXXX still has the lower valuation noted on my account and again, denied my loan modification. Therefore my complaints against XXXX XXXX are the fee I paid for the Broker Price Opinion, failure to review my loss mitigation options within 30 days and the misrepresentation of my property valuation, my payment history and the pay-off amount.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Pursuant to Florida statute 28.222, the clerk of the circuit is the recorder of all instruments that may be required or authorize by law to record. Florida Statute 695.26 ( XXXX ), outlines the legal requirements for recording instruments affecting real property " NO INSTRUMENT BY WHICH THE TITLE TO REAL PROPERTY OR ANY INTEREST THEREIN IS CONVEYED, ASSIGNED, ENCUMBERED, OR OTHERWISE DISPOSED OF SHALL BE RECORDED BY THE CLERK OF THE CIRCUIT COURT UNLESS : ( D ) THE NAME OF ANY NOTARY PUBLIC OR OTHER OFFICER AUTHORIZE TO TAKE ACKNOWLEDGMENT OR PROOFS WHOSE SIGNATURE APPEARS UPON THE INSTRUMENT IS LEGIBLY PRINTED, TYPEWRITTEN, OR STAMPED UPON SUCH INSTRUMENT IMMEDIATELY BENEATH THE SIGNATURE OF SUCH NOTARY PUBLIC OR OTHER OFFICER AUTHORIZED TO TAKE ACKNOWLEDGMENT OR PROOFS. Florida Statute 695.03XXXX " To entitle any instrument concerning real property to be recorded, the execution must be acknowledged by the party executing it, proved by a subscribing witness to it, or legalized or authenticated by civil-law notary or notary public who affixes her his official seal, before the officers and in the form and manner following : ( XXXX ) WITHIN THE STATE OF FLORIDA - '' AN ACKNOWLEDGMENT OR PROOF MADE WITHIN THE STATE MAY BE BEFORE A JUDGE, CLERK, OR DEPUTY CLERK OF ANY COURT, A UNITED STATES COMMISSIONER OR MAGISTRATE, OR NOTARY PUBLIC OR CIVIL -LAW NOTARY OF THIS STATE, AND THE CERTIFICATE OF ACKNOWLEDGMENT OR PROOF MUST BE UNDER THE SEAL OF THE COURT OR OFFICER, AS THE CASE MAY BE. ALL AFFIDAVITS AND ACKNOWLEDGMENTS HERETOFORE MADE OR TAKEN IN THIS MANNER ARE HEREBY VALIDATED. THE STATUTES ARE CLEAR... .IN THE STATE OF FLORIDA A VALID MORTGAGE FOR RECORDING MUST CONTAIN ACKNOWLEDGMENT FOR ALL SIGNATURES. A MORTGAGE NOT NOTARIZED OR LACKING ACKNOWLEDGMENT CAN NOT BE RECORDED OR ACCEPTED BY THE CLERK PURSUANT TO THE FLORIDA STATUTES. Mr Cooper and their legal counsel Choice Legal Group, P.A. HAVE ENGAGED IN PUBLIC CORRUPTION WITH THE XXXX-XXXX XXXX XXXX XXXX OF THE CLERK OF COURTS. ON XX/XX/2020, THE LEGAL GROUP CAUSED TO ILLEGALLY RECORD THE INSTRUMENT DEEMED NOT VALID FOR RECORDING AT THE XXXX XXXX XXXX WHICH IS A CLEAR VIOLATION OF THE MENTIONED FLORIDA STATUTES XXXX THIS COMPLAINT SERVES AS PROOF IN THAT THE CONSUMER FINANCIAL PROTECTION BUREAU WERE GIVEN SUFFICIENT PROOF OF PUBLIC CORRUPTION AND PROOF THEREOF VIOLATION OF FLORIDA STATUTES : 28.222, 695.26, 695.03. THIS COMPLAINT SERVES AS PROOF THEREOF IN THAT THE CONSUMER FINANCIAL PROTECTION HAVE BEEN GIVEN CLEAR AND CONVINCING PROOF FRAUD, UNFAIR BUSINESS PRACTICES, AND PUBLIC CORRUPTION IN CONNECTION WITH THE ILEGAL RECORDING OF AN INSTRUMENT AFFECTING REAL ESTATE PROPERTY. ACTION IS HEREBY REQUESTED FROM THE CONSUMER FINANCIAL PROTECTION. LET SEE HOW MUCH INTEGRITY THE BIDEN ADMINISTRATION HAVE OVER PUBLIC CORRUPTION.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX I needed to file for bankruptcy. This was due to a hardship and fell behind a couple of months during my loan with XXXX. On XX/XX/XXXX, I had the bankruptcy discharge in the amount of {$33000.00}. The amount included my late payments, lender fees, attorney fees and interest ( Attachment 4 ). Sometime at the end of XXXX, XXXX sold my loan to XXXX. When XXXX received my loan and I started to get mortgage statements, they wanted to charge me interest for 1172 days delinquent in the amount of {$92000.00}. Since I had made every payment during and after the bankruptcy, I questioned them about this ( also contacting my bankruptcy attorney ) to find out why I was charged interest during the bankruptcy period. ( See Attachment 1 ) On XXXX XXXX, XXXX I received a breakdown of payment history that included {$410000.00} of delinquent interest. After contacting my bankruptcy attorney, I was told that they could not charge me interest during my bankruptcy payback period since my regular mortgages were paid on time. At this time I owed approximately $ XXXX on my mortgage. When XXXX sold to XXXX the amount owed on the mortgage went to {$260000.00}. I contacted the Department of Banking. I was told XXXX informed them I did not have hazard insurance, even though I did, and that is what the fees were for. DoB informed me that XXXX had a lawsuit for just this issue, which I knew, and had actually filed a suit with ( Attachment 2 ) was provided proof of this, and in XXXX of XXXX I received a statement saying I now owed XXXX, not XXXX. Some improvement - but still not correct. XXXX then had me sign a HAMP for $ XXXX because if I did not, my payments of $ XXXX would go to over $ XXXX. Then XXXX was bought my Mr. Cooper in early XXXX. In XXXX of XXXX I received my first statement with additional Lender Fees of {$22000.00} ( Attachment 5 ). I have been asking for over 3 years for a breakdown of these " Lender Fees '' and sending documents of everything they have asked of me - multiple times. I even inquired about refinancing with Mr. Cooper, and ironically,, they said they would drop the $ XXXX but my payments would only decrease by $ XXXX. I decided to go with someone else, and ironically, after another mortgage company asked for a payoff amount in XX/XX/XXXX, I received notification on XXXX XXXX that they are selling my mortgage to XXXX XXXX XXXX XXXX. I am at my wits end. I can not get a straight answer and nothing is adding up. Please help.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Champion Morgage Company charging large inspection fees as part of payoff.. no inspections were needed or necessary. There was someone in the house at all times. There were also inappropriate / fraudulent servicing fees of XXXX $ each month. The company was charging interest on this loan every month. Champion has the worst customer service..
Company Response:
State: NY
Zip: 11691
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Following up on my original complaint # XXXX, which Mr. Cooper failed to address and which the CFPB merely closed with no resolution .... Mr. Cooper continues to refuse to make any accommodation on our mortgage. We are currently in the short sale program, which Mr. Cooper insists must be run through XXXX. This appears to be a delay tactic rather than a solution. Mr. Cooper continues to ask for the same documents that we have sent them more then 6 times in the last year and is utterly refusing to consider numerous short sale offers that would resolve this debt. I am attaching an example of the correspondence between Mr. Cooper and myself ( the borrower ) showing their utter inability or unwillingness to process a short sale request. They have ignored ongoing inquiries and offers submitted by my realtor. They failed to address the deed in lieu I requested beginning in 2019 and due to Mr. Cooper 's delays, the USDA has rejected the deed in lieu solution for not being timely requested, despite the fact that I requested it in time. Mr. Cooper ignored my requests until the request was no longer timely. Now they are refusing to process short sale offers, by recycling the same questions and requests over and over again through a never-ending cycle of hiding behind underwriting as an excuse not to consider reasonable offers on the property.
Company Response:
State: TN
Zip: 37934
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A