Date Received: 2022-01-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: nationstar mr cooprt is way out of line with this reporting a missed payment from XX/XX/XXXX as late in XXXX XXXX XXXX XXXX and XXXX of XXXX almost 3 years kater my dates are off a little but 3 years is a lot to long to wait to report it late payment
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our Mortgage was with XXXX and transferred over to Mr. Cooper in XXXX of 2021. This issue started with XXXX Mortgage company ( who we previously filed a complaint with CFPB ) and has transferred over to Mr. Cooper. Mr Cooper is reporting to the credit bureau that I have 4 late payments which is incorrect. My wife has spent countless hours and months trying to fix the issue that was initiated with XXXX Mortgage company, they showed our payments being made but that the funds were sitting in a " Suspense account ''. and my wife was informed by XXXX Mortgage that they issue will be fixed and resolved by XX/XX/2021. Now we are dealing with Mr. Cooper who has reported my mortgage with 4 lates and we are paying back payments which is incorrect. We spoke with XXXX XXXX in Mr. Coopers Escalations team but he has not responded to us. We received a notice in the mail on our case and were informed that XXXX XXXX is our dedicated contact person and then received another notification that XXXX XXXX will be our contact person at Mr. Cooper. We have tried to reach out to all 3 parties via phone and email with Mr. Cooper and provided them proof of our mortgage payments with a thorough explanation of the history and of events and we still have not heard back from anyone. In the meantime, my credit has been impacted significantly and I was unable to refinance my mortgage to get a lower rate and payment. I am asking for your helps with this devastating issue to get resolved. Mr. Cooper is showing me behind in payments in the amount of {$5800.00} and that is not correct, those funds were the funds that were sitting in " Suspense Account '' with XXXX Mortgage. I have provided all the documentation that Mr.Cooper has requested which is including the attachments below ( there may be duplicates attachments ) in addition to an explanation on what had happened and still I have gotten no response.
Company Response:
State: CA
Zip: 94551
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I contacted the mortgage company Seterus by the number listed by the credit agencies and there was no response by phone, so I sent a certified letter to the address provided .Seterus, inc. , XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX NC XXXX. XXXX
Company Response:
State: TN
Zip: 38114
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home loan recently with XXXX. As soon as it closed, my loan was sold to Mr. Cooper. At no point prior to my first payment being due did I receive any communication from Mr. Cooper. No loan number, no monthly bill, etc. I attempted to pay XXXX with information they provided at the closing of my loan more than a month beforehand, but they informed me no to pay them, but instead to pay Mr. Cooper. I reached out to Mr. Cooper well in advance of my first loan payment being due, spending over 2 hours trying to set up an account and get a loan number to pay. They insisted that I had already had a previous loan with them and they could not disclose information to me until I confirmed my previous loan details. After an additional phone call and more than 6 hours in total, I discovered that they were referring to a loan I had with Nationstar Mortgage, and that it is the same company, and that they Mr. Cooper is their DBA alias. During the " new account '' set-up process, I was informed that they can not send emails to set up accounts or reset passwords to XXXX email addresses. ( My only email address is a XXXX email address. ) It took another half hour to set up an account and get the presumed correct information. I was able to successfully log in to make my XXXX payment. In XXXX, my account access stopped working. ( I am emphatically positive that the correct credentials were used to log in. ) When I called customer service, they insisted that my new loan number was not valid and the only loan associated with my SSN was the previous, fully paid loan. After a lengthy wait, I was able to get a password reset for my account. However, the next month, when it was time to pay, the username and password again do not work. I spent more than 3 hours in 6 phone calls waiting on hold after the " call you back '' feature failed to result in a call back after 3 days of waiting. While I continue to make my payments, I am not able to access my account to verify the amount due each month, access upcoming end-of-year tax documents, etc. Each time I have spoken with a representative, each has confirmed that they can not work with XXXX email address and " really prefer '' us to set up a different email account just for Mr Cooper. In total, I have spent more than 20 hours of my time waiting and not speaking to a person over the past 3 months. This is not fair and should not be allowed to continue to happen. I have attempted more than 30 password resets for my account, and no password reset email has ever been received, including in my Spam and Trash inboxes. If this were not enough, I have received voicemails stating that I owe additional monies for escrow accounts for two types of insurance. I do not have an escrow account and pay them on my own ; my insurance has been in tact for more than 5 years without lapse. Additionally, I have yet to receive a monthly statement/amount due, aside from the month of XXXX. However, I still get voicemails and emails stating that they are trying to contact me because of my approaching due date. ( The calls and emails flood in after the mortgage is not paid by the XXXX of the month. Unfortunately, due to the nature of my job, I am unable to receive calls during business hours and must plan my phone calls to them. )
Company Response:
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I called into Mr Cooper customer service number, XXXX, to validate whether Mr Cooper has sold/transferred my current loan with Mr Cooper to XXXX XXXX XXXX XXXX XXXX XXXX ) as I received notification letter from XXXX to start my mortgage payment to them on XX/XX/XXXX. I spoke with XXXX XXXX XXXX Home Advisor ( XXXX # XXXX ) and she checked her system. She said it does not show Mr Cooper has sold nor transferred my current loan to XXXX. She asked that I checked back in a few days and replied to her email with a scan copied of the XXXX letter for her to investigate. Then suddenly, emails arrived in my inbox regarding " sign my Mr Cooper loan documents electronically ''. And it is coming from XXXX XXXX ( XXXX ID XXXX ) Mr. Cooper, ( XXXX ) XXXX, XXXX. This is a surprise as I did not apply for any loan application and did not give out any information for a loan application. I continued to receive emails regarding Mr Cooper loan application which I did not initiate and authorize. Today, XX/XX/XXXX, I received a letter dated XX/XX/XXXX from Mr Cooper with my credit score. This is outrageous and a breach of trust as in no way did I authorize any credit report to be pull. I called XXXX XXXX regarding this on XX/XX/XXXX and he claimed I must of authorized it over the phone with him, but this is the first time I've spoken with him. I've asked him who initiated the loan application and how can they just run my credit report without authorization. He has no answer for this. This is unwanted and not authorize, which will affect my credit score as a consumer. This is for sure an unusual fraudulent practice. Please investigate. Thank you!
Company Response:
State: CA
Zip: 95818
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Insufficient fund fee Every XXXX escrow account is updated for overage or shortage. Last year it was an overage so a check was sent to me but, this year there was a small shortage. After realizing my escrow account was short I went online to add funds but less than hour later discovered that the escrow payment needed to be placed in monthly mortgage payment. After speaking with a mortgage payment representative to make my monthly mortgage payment right I received a letter later that month saying I will be charge an insufficient fund fee. After making several call to mortgage bank to get an idea of what the fee was for I also called my bank, which is associated with the mortgage bank. I Made a XXXX way call, a checking account bank representative and, a mortgage bank representative. During the call my banking account representative told the escrow account representative that the checking account number that was listed for my additional payments was my bank member number not my checking account number. After several calls to supervision and writing an email to remove the fraudulent charge from my mortgage account I have not received any letter or removal of the insufficient fund fee. The error of putting my member number on the escrow payment account was not input by me online plus how can there be an insufficient fund fee when the account number does not exist? At no time was my escrow account short of paying any due payments.
Company Response: Company believes complaint is the result of an isolated error
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We try to submit a modification packet every month but the bank continues to decline by asking for a 6 months profit an loss statement which we provide every time. It seems like they simply don't want to modify the loan. All of the requested conditions by the bank were met by us and we update the packet every month, and all they do is look for reasons to decline.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX On XXXX XXXX, XXXX I made a request to the mortgage company ( Mr. Cooper ) Asking them not to send a payment from my escrow account for property taxes as I had already paid for the year. They responded asking that I send proof. I sent a copy of the check along with a paid receipt from the tax office immediately. On XXXX XXXX, XXXX The payment {$2000.00} was disbursed to the tax office. I complained to the mortgage company and was referred to their research company which sent me a letter stating that if an over payment was discovered, It would be returned. A month later on XXXX XXXX, XXXX I made contact with XXXX XXXX tax assessor and found out the payment had been returned to the mortgage company. I have since sent numerous emails to the XXXX XXXX of the mortgage company asking for the return of my money and I am now being ignored. To date the {$2000.00} has not been returned to my escrow account. I am now trying to avoid the courts by asking for an advocate to help me get my money returned.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: During COVID lock down we took advantage of Mr Cooper Mortgage forebarance program to delay payments for 9 months. They told us no late payments would be reported to the credit company during this time. Also during this time they sold our mortgage loan to XXXX XXXX. We need tried to refinance our home but discovered Mr Cooper did report us as having late payments during the forebarence period. This has hurt our credit and prevented us from re-financing until we can get Mr Cooper to correct this mistake. We called Mr Cooper twice to advise them of the error and they told us they would. However months later and nothing has changed. The loan was on our at XXXX XXXX XXXX XXXX SC XXXX loan # ending in XXXX
Company Response:
State: FL
Zip: 32503
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the second complaint that I filed on this issue. The first complaint was filed on XX/XX/2021 and the ID for this complaint was XXXX. After my first complaint was settled Mr. Cooper is insisting on charging me a fee of {$97.00} for " Lender paid expenses ''. I have called every month since the initial complaint was responded to for an explanation of this fee and none of their customer service representatives were able to explain it. I have asked for this fee to be removed multiple times and the customer representatives tell me that they will help resolve this but nothing is ever done. Every time I call for an update the process has to start over because this disreputable company keeps no records of this complaint. Since they refuse to explain or remove this fee I can only assume that this fee is in retaliation for the first complaint that I filed against them. I need help to get them to take this matter seriously and actually address the issue instead of ignoring the problem. Also from the first complaint I never received a clear breakdown of how the escrow amounts and late fees were refunded. Due to this companies unprofessional behavior I am concerned that I was intentionally shorted on my refund.
Company Response:
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A