Date Received: 2022-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently transferred to Mr. Cooper. Under my mortgage agreement, Mr. Cooper is required to pay property taxes and homeowners insurance on the property. I have made every payment that is required. Mr. Cooper has not made the homeowners insurance payment.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was behind before the pandemic and paid over {$3000.00} to avoid foreclosure prior to pandemic and then they started process anyway. I am almost XXXX XXXX XXXX and they are taking advantage of me. I went through forebearance during the pandemic and have been battling Mr. Cooper for over a year-they won't accept payments unless it is the full amount, so now it is {$20000.00} behind and they keep denying modification as well. They said my only options are short sell or deed in lieu. I don't want to lose my home. They have that {$3000.00} for 2 years and haven't applied it to my account. Can I please get some emergency financial assistance to get caught up. I couldn't work for almost XXXX years as I took care of my XXXX mother. She passed away in XXXX and I am more than capable of making current payments. I just need help with the back amount.
Company Response:
State: WA
Zip: 98837
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My condo is in a flood zone. My condo board purchases flood insurance. I sent a copy of the policy to my mortgage company, Mr. Cooper, and they acknowledged receiving it. In spite of this they say I do not have insurance and charged me {$1800.00} for flood insurance. This is the third year in a row that they have done this and the only way to get it fixed is to file complaints. I called them on XX/XX/XXXX and they give conflicting information. The " mortgage dept '' says I was charged while the " flood insurance dept '' says they have received a copy of my flood insurance and I was given a refund. There is no refund indicated on the paper or on-line statement.
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I've owned my house 19 months and the value has gone up significantly. The value of my home vs what I owe is way more than 20 % therefore I want to drop the PMI. I contacted my mortgage company, Mr. Cooper to do this. I initially contacted them in XX/XX/2021. I've contacted them in total 6 times about this same mater. Every time I call it takes anywhere from 1hr to 2 days ( in the recording you can leave a call back number, no they won't provide a direct number to the PMI department ) to get In touch with someone in the PMI department. When I finally get to talk to someone they have no record of my previous call or calls. Every conversation I have to repeat myself and I learn of a new step in the process. First I was told just to submit in writing requesting it be dropped along with an appraisal. Then it's up to XXXX XXXX and that I needed a " PMI Appraisal '' and that I needed substantial improvements to the house. Mr. Cooper then submits the PMI appraisal to XXXX XXXX, XXXX XXXX takes 30-60 business days to review my request. Here I am 4 months later and it's still not done. I'm still having to pay my PMI monthly with no end in sight.
Company Response:
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper is my mortgage holder. I was in forebarance which was slated to end as of XX/XX/2021. I applied to have my account brought out of forebareance and up to date in XXXX. The option they offered me in mid XXXX of a partial claim was not acceptable to me as this would not lower my payment and I am still struggling. Therefore, I denied the partial claim and asked for Post Pandemic Covid Modification which would be a parital claim and reevaluation of the loan thus making the payment lower and interest rate lower. I called a few weeks later to check the status of my request and was told it was successful and to expect to resume payments as of XX/XX/XXXX with a reduced monthly payment from {$2600.00} down to {$2400.00} as well as a reduced interest rate. I was comfortable with this and asked that the paperwork be sent. After waiting an adiditonal 2 weeks, without ant paperowork, I called again and was told that now they anticipated my loan to restart on XX/XX/XXXX ( Not XX/XX/XXXX ) and that my rate was going up and my payment would be {$2500.00} as opposed to {$2400.00}, which is still a reduction but because I am delayed an additional month the negative balance from that extra month as well as escrow got added on and the rates have changed. The bottom line is they are moving the goal post while refusing to send the prpoper paperwork to exit Forebarance. I have seen and read reviews where similar tactics were used in an effort for them to maintain the original payment and rate and therefore change nothing for the customer. I stress that I can not afford to make a {$2600.00} per month payment which is why I asked for the Covid Modification in the first place. If this continues and I have to wait until XX/XX/XXXX to make payments, we will be right back to that payment per month and than some. This predatory behavior is despicable and should be addressed immediately!!! Especially since I am trying to be a stand up person and repay my loan which they are not allowing me to do until it benefits them! I.e If my payments were reduced by {$200.00} they would be loosing money on me and so have now delayed the process on purpose which has now raised my payments and rate which is totally illegal! Please someone help!
Company Response:
State: NJ
Zip: 07060
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I sent MR. COOPER, via certified mail, in good faith an endorsed coupon that was attached to my remittance statement for accord and satisfaction of the obligation due. I included instructions in accordance with UCC 3-603 and UCC 3-311 . MR. COOPER received the certified mail on XX/XX/2021. I have yet to receive the original instrument back in the case of dishonor, as I am the holder in due course, or have the payment applied to my account. This now puts the account in a billing error. I am requesting documentary evidence of the journal, books, and ledger associated with my account as per my right pursuant to 12 CFR 1026.13 ( a ) ( 6 ). I also want it be known that until the account is credited properly, or my original instrument is returned with documentary evidence of journals, books, and ledgers associated with the account, MR. COOPER can not collect, take any adverse action, restrict services, or make any reports related to said debt pursuant to 12 CFR 1026.13 ( d ).
Company Response:
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Florida XXXX XXXX imposes nonrecurring taxes on obligations today money secured by the mortgage on any Florida property. This intangible tax is due even if the mortgage or XXXX is not recorded or filed. The lender is the taxpayer for the nonrecurring intangible tax. If the mortgage is not recorded within 30 days of the date the obligation is secured by the mortgage, the tax payment is to be made directly to the Florida Department of revenue. Florida Chapter 12B-4.051- Imposition of tax requires that taxes be imposed on a renewal note. XXXX. XXXX ( XXXX ) defines renewal note as ... ..modifications of original document which change the terms of the indebtedness evidenced by the original document by adding one or more obligors, increasing the principal balance. Pursuant to XXXX XXXX, nonrecurring taxes are imposed on a loan modification where the loan increases. The statute triggered upon any loa increase whether recored or not. Conveyances that are not subject to tax are those where there is no loan balance increase or where only the interest rate changes. See Chapter 12B-4.014. Mr Cooper are not only our mortgage servicer but also the financial institution that offer the loan modification back in XX/XX/2016. Mr cooper are also the party who initiated the foreclosure lawsuit under the investor 's name XXXX XXXX XXXX. Under Florida caselaw a loan modification is a novation to the original contract... XXXX Florida caselaw XXXX XXXX XXXX Bank of XXXX XXXX The first page of the new contract ( Loan Modification ), reflect that the lender added new money to the original terms in the amount of {$110000.00}. Pursuant to Florida Chapter 12B-4.051- Taxes are imposed on a renewal note, and section XXXX ( XXXX ) defines renewal note as a loan modification that contains a loan increase. Mr Cooper failed to pay the imposed taxes on the portion of the loan increase therefore the loan modification does not have any enforcement in any court room in the state of Florida ... .for further clarity. See Florida statutes XXXX ( XXXX ) ( b ) - The mortgage, trust deed, or other instrument shall not be ENFORCEABLE in any court of this state as to any such advance unless and until the tax due thereon upon each advance that may have been made thereunder has been paid. '' XXXX ( XXXX ) - '' No mortgage, deed of trust, or other lien upon real property situated in this state shall be enforceable in any Florida court ... until the nonrecurring taxes due on future advances, has been paid and the clerk of circuit court collecting the tax has noted its payment on the instrument or given other receipt for it ''. Mr Cooper assuming that after reviewing this complaint you decide to comply with these Florida statutes, please know that XXXX will not accept for recording because the instrument was not notarized. See attached XXXX mortgage requirements, unless notarize the instrument can not be accepted for recording. Assuming that you illegally record pay someone at the clerk office and somehow are able to record be aware you'll be engaging in public corruption... .please convey this to your lawyer. The loan modification does not reflect the legal description to the subject property and therefore unless is fixed judgment can not be entered ... .see Florida caselaw ... Fed XXXX XXXX XXXX XXXX XXXX Mr Cooper, the fact that you failed to pay the nonrecurring taxes based on the new portion of the loan increase rendered the instrument unenforceable ion any court room of this state... the argument does not require to be part of the affirmative defenses ... ..all i have to do is mentioned the statutes to the court. The court does not have jurisdiction over the matter and you lose. Before the trial starts I am going to strike it... court does not have jurisdiction. Your XXXX lawyer plead to a breach of contract of the loan modification. A loan modification that does not have any enforceability, read it again and again until you get it. You have 3 days to offer a new loan modification otherwise you are going to lose at trial.
Company Response:
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-16
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I have filed complaint regards to this matter that Mr Cooper ran my credit and still reporting to credit bureaus even though I have their emails and they were agreed to remove it and after that they failed to respond everything.
Company Response:
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2022-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a fire at my residence in XXXX, 2019 while insured with XXXX. In XXXX a check was issued in the amount of {$22000.00} and made payable to Nationstar. I was unaware that this Company had just obtained a rental property that I have. When the check went to Mr. Cooper they deposited into the wrong account even though I sent a letter with the check with my correct account number and property address. The Company ( XXXX ) has never gotten paid and is now threatening to take me to Court in XXXX. I have made many attempts to contact Mr. Cooper and I keep getting the run around where the check is. I have sent them the front and back of the check as requested to their Research Department and have not heard back from them, when I called to them yesterday I was told they can not stop and reissue the check because it was sent to another Mortgage Company still the wrong property and do not have that information. Only thing they can tell me the Company is called XXXX. When I called that Company I was not given any assistance.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice from Indiana XXXX XXXX Treasurer 's office on XX/XX/XXXX dated XX/XX/XXXX stating that my property taxes had not been paid that was due on XX/XX/XXXX, XXXX if payment was not received by XX/XX/XXXX additional fees and an interception of our personal Indiana income tax. I reached out to Mr. Cooper Mortgage company the following Monday XX/XX/XXXX and sent them the documents showing it was past due. I spoke to resolution specialist XXXX XXXX who assured me it would be paid within XXXX to 3 days. That did not happen. I then spoke to resolution XXXX XXXX XXXX on XX/XX/22 who assured me he would get it resolved. I received an email from Mr Cooper on XX/XX/22 that the payment had been sent on XX/XX/22. I then followed up with the XXXX XXXX XXXX to be sure the payment was received. It had not. I then spoke to Mr Cooper resolution specialist XXXX XXXX on XX/XX/22 who assured me the payment was going to be send on XX/XX/22 by FedEx overnight and provided me with a tracking number. That tracking number shows that only a label was created and XXXX had not received the package from Mr. Cooper. Today is XX/XX/XXXX, the final day XXXX XXXX has given before interception. I have emailed all three resolution specialist to respond and none have replied. I need help getting Mr Cooper to pay my past due tax bill as the funds are being held in their escrow account
Company Response:
State: IN
Zip: 46202
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A