Date Received: 2022-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This conventional interest only loan started at 9 % through XXXXXXXX XXXX. The loan was sold to XXXX XXXXXXXX XXXX, Nationstar and Mr. Cooper. I applied for a loan modification with Mr. Cooper after suffering a brain injury in XXXX of 2014. During the entire time period I also had several property damage claims that were sent to XXXXXXXX XXXX XXXX XXXXXXXX and Nationstar totally more than {$40000.00}. All of the checks were signed by myself and turned over to the current mortgage servicer at the time. The mortgage servicers were supposed to sign and return the insurance money to me so that I could complete the repairs and pass their inspection. All of these servicers never endorsed or returned the funds so that I could repair the property. I believe that this was a conspiracy to defraud me and bring about the foreclosure of my property.
Company Response:
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made an additional payment toward my principal balance to Mr. Cooper home loan. The agency automatically applied the payment to the next regular payment, thus keeping their portion of the finance charge. I contacted them immediately to correct the problem. They took only one step and now have the amount listed as " unapplied ''. It has now been almost two weeks and they say it is still in process. This delay allows them to keep the additional money and not reduce my principal balance.
Company Response:
State: CA
Zip: 90008
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Mr. Cooper ( NationStar ) in XX/XX/XXXX. They are maintaining an escrow account to pay both municipal property taxes and homeowners insurance. However, since they took over the mortgage loan, they have failed to pay municipal property taxes from the escrow account. I have mailed property tax bills and delinquency notices to them on two occasions to the address they provided : XXXX XXXX XXXXXXXX, XXXX, TX XXXX. The most recent items were mailed on XX/XX/XXXX. They have not acknowledged receipt, responded or taken any action. I have emailed property tax bills and delinquency notices to them on three occasions to the email address that they provided : XXXX The emails were sent on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They have not acknowledged receipt, responded or taken any action. I have called and spoken with individuals in their escrow department on several occasions, including the following : XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They open research requests, ask me to email the documents and/or promise to take action and follow up with me. After each of these calls, no action was taken, and no one followed up with me by mail, email or phone call. The first missed municipal property tax payment was due on XX/XX/XXXX - {$2800.00}. They took no action to pay it. I finally paid it, along with interest due, on XX/XX/XXXX from my personal funds - total {$2900.00}. Since then, Mr. Cooper has not taken any action to reimburse me or credit my account. The next municipal property tax payment is due on XX/XX/XXXX in the amount of {$2900.00}. I have no confidence that Mr. Cooper will take any action to pay this on time ( or at all ) from the escrow account. I intend to check with the city a day or two in advance -- if the amount is unpaid, I will again make the payment from my personal funds. Mr. Cooper 's management of my mortgage escrow has been a total and complete failure from the time that they became my mortgage lender. Their customer service department is useless. They do not take any action with respect to requests made by borrowers and do not acknowledge receipt of materials or communicate with borrowers in any way regarding unresolved requests. I am hopeful that you can help as I have no confidence in this company to remedy the problem. Thank you very much. P.S. Every one of my mortgage payments to Mr. Cooper has been paid in full in a timely fashion through autopay.
Company Response:
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX RE XXXX XXXX XXXX XXXX Ca XXXX, MR Cooper loan number XXXX XXXX XXXX XXXX I wrote and spoke with Mr Cooper in XX/XX/XXXX telling them that a lien threatening the property had been served upon us from the XXXX XXXX XXXX for some XXXX that had not been cleared with the last refinance some 10 years prior. Despite this Mr Cooper did nothing. I reached out again on XX/XX/XXXX as the city has again contacted us and aid that this lien has not been paid and is growing and that they are way over due on calling the loan in. Mr Cooper acknowledge the same on 10-19 and promised a response by XXXX to me. I am not on the loan with XXXX, but hold title and further actually electronically make all the payments on this loan. I say this because they wrote, and will say, ( that because of " privacy issues '' they have not responded. Both XXXX and attorney XXXX XXXX is authorized and further, I am contacting them about title not payment and account issues that I already pay ). I have asked for their assistance and position on executing the title insurance policy that I paid for and provided them upon the last refinance of the home that would also place them NOT in a 3rd position, but in the first security position. Certainly, they should want this. They have continued to ignore me. I have noticed the XXXX XXXX dollar XX/XX/XXXX settlement as well as many others showing what I believe is XXXX " purposeful manufacturing of mortgage defaults on consumer loans and this is causing me great stress and harm with the constant threat of foreclosure. I feel very strongly that as a servicer, Mr Cooper as a servicer has an absolute responsibility to maintain an environment of clarity and safety to consumers and not try to again go back to the old days and hope and wait for us all to walk away from our homes out of frustration.. XXXX XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called 5 times but was not able to speak to a person. The only way to speak to an actual person is to leave a call back number. I left call back number each time and confirmed that my number was correct. After more than XXXX hours I still have no call back. I have concerns and questions about my mortgage but how can I ask questions if no one will call me back.
Company Response:
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage that is serviced by Mr. Cooper. Taxes and insurance are escrowed, so Mr. Cooper collects funds from me on a monthly basis to pay those items when they are due. Mr. Cooper failed to timely pay my XXXX XXXX, Montana tax bill of {$1600.00}, due XXXX. As a result, XXXX XXXX imposed a penalty of {$32.00} and interest accrued on the amount due until Mr. Cooper paid the full tax, with penalty. Mr. Cooper paid the full amount on or about XXXX, resulting in accrued interest of {$6.00}. Accordingly, the total amount in late charges from XXXX XXXX to my account -- due to Mr. Cooper 's late payment -- is {$38.00}. And the total " new '' payment amount for my taxes was {$1600.00}. Rather than pay this late penalty themselves, Mr. Cooper extracted it from my escrow account without notifying me. I contacted Mr. Cooper on XXXX, and requested that they reimburse me for the penalty/interest from their late payment of my taxes. Mr. Cooper said that they would remedy the error and repay me the {$39.00} in funds into my escrow account. On XXXX, Mr. Cooper called to inform me that they did not believe that the {$38.00} increase was due to penalty/interest -- despite the fact that this information is available on the XXXX XXXX website .
Company Response:
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mid 2021, 3.5 years into our loan, our mortgage company was sold from " XXXX '' to " Mr.Cooper. '' We pay our homeowner 's insurance via our mortgage payments and they sit in escrow until years end and the lender then pays my insurance premium. After exactly 4 years of owning the home they said they didn't know what company to pay the homeowners policy to since the previous company XXXX did not provide that info to them. They say they called my insurance company to get consent from me to pay the insurance. My insurance company says they would have called me in 3rd party to give my verbal consent and that they never attempted to contact them. My new lender, Mr.Cooper, then went ahead and signed me up with a new homeowners policy from what I believe to be one of their affiliates or entities. My previous policy premium was set to renew with a new amount of {$1100.00} per year. The new company called XXXX XXXX XXXX XXXX whos premium is costing me {$2100.00} per year. I did not consent to start this new policy and never received any attempts from Mr.Cooper to call me to resolve the issue.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was transferred to Mr. Cooper effective XX/XX/XXXX. Under my previous lender, I was in Covid forbearance and submitted 3 trial payments before the transfer. Because the transfer occurred after the 3 trial payments were submitted and before a loan modification/solution was initiated, Mr. Cooper inherited the responsibility of providing a loan solution. I've called several times since XX/XX/XXXX until a call XX/XX/XXXX an associate stated Mr Cooper 's systems are finally updated and they are able to view my loan details and status.I asked about my loan solution status during the XX/XX/XXXX phone call and Mr. Cooper ensured they were working on it. Around 10 days later, I checked my Mr. Cooper account dashboard and it stated a solution is approved and it will generally take 3-10 business days to receive the documents. I'll called several more times and received the same response until a phone call on XX/XX/XXXX ( approximately a month after approval ), I asked for an inquiry on the status of the loan solution because the documentation process was taking too long. I was told I should receive an answer to the inquiry within 5 days. I called again on XX/XX/XXXX ; given the holidays, I thought this was ample time ( nine working days ) to receive an answer to the inquiry. I was told the inquiry wasn't submitted until XX/XX/XXXX and to wait another 5 business days for an answer. I called again on XX/XX/XXXX, XXXX, XXXX, and XXXX and there hasn't been any change in status or answer provided to my inquiry. My primary concern is that mortgage rates are steadily increasing ( over 0.75 % ) and if it's possible Mr. Cooper 's loan solution department is purposefully extending the process to significantly affect the loan solution and/or refinancing. This is also affecting my loan options that are dependent on loan solution documentation.
Company Response:
State: VA
Zip: 235XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Seterus settled with me when I was in trouble to pay. Many bank at that time wave their fees due to a regulation they were agreed with. But Seterus didn't listen then carried all the fees and sold my loan with all the fees. I asked Mr. Cooper to waive them, He refused. Would you please ask him to remove all the fees that he wasn't part of. Seterus sold him the loan, but wasn't the fees.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX, I spoke to a representative named XXXX at Mr. Cooper who assisted me with starting an application for a refinance of my home. XXXX informed me that my credit would not be affected by this application however, he processed it incorrectly and it did affect my credit. When I noticed it did, I asked XXXX if a manager would assist me. The manager XXXX informed me that it would be removed. He informed me that XXXX was new and incompetent and that he would assist me. In XXXX of XXXX, I spoke with XXXX who was very assertive and claimed he would make sure it was removed from my credit report however, nothing happened. XXXX was very abrasive and very short over the phone. I contacted him several time by phone however he never responded. From XX/XX/XXXX to XX/XX/XXXX of XXXX ( I have emails ), I spoke with XXXX via email who asked for much of my information as if he was assisting me with removing the inquiry. XXXX did not help me in removing the inquiry. As of today, this inquiry is still on my report.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A