Date Received: 2022-01-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: on XX/XX/XXXX Mr Cooper the loan servicing company and XXXX holder for my house discharged the mortgage. They mailed and emailed me a statement showing that the remaining balance was discharged. Their statement was confusing to say the least. on the top right corner they have a date of XX/XX/XXXX of a payment of {$100000.00}, within that same page in the center that amount of {$100000.00} states that it was discharged. When i call to get a better explanation they said that its not discharged and they are no longer servicing the loan which makes no sense. I have called over 8 times and spoken to multiple agents and neither seem to help or be able to tell me when the discharge of mortgage will be sent. each agent said to me that XXXX XXXX is now handling the loan. When i call XXXX XXXX they state that they are not handling the loan and sent it back to mr cooper. I then ask them to provide me a copy of the discharge of mortgage and its been over 60 days pushing 90 days with no letter/copy of the discharge whether its satisfied or not. If they discharged it as they stated to me over the phone and by the statement they provided to me, why have they not sent the discharge to XXXX XXXX office to be recorded. Due to this I am not able to do anything with my house. This unlawful XXXX is still recorded against my house.
Company Response:
State: NJ
Zip: 08854
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: Closing on a mortgage
Subissue:
Consumer Complaint: There is a discrepancy in overall interest paid in XXXX by me for this property. As per last statement, XX/XX/XXXX, it was {$1000.00} while as per XXXX it's {$880.00}. Mr. Cooper has to be careful when doing any calculation. I faced so many issues while using Mr. Cooper as I was not given the online access at all. It seems my miseries are not over even when the loan is over with Mr. Cooper. Reported this to Mr. Cooper on XXXX XX/XX/XXXX.
Company Response:
State: TX
Zip: XXXXX
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: This all started back on XXXX XXXX, I fell behind in payments after my wife had cutbacks at her job and other loan contributor moved out of the home because he was having a new kid and needed a place of his own for his family. I started to fall behind in payments, and since Mr. Cooper doesn't allow partial payments, once I fell 2 months behind, I was chasing payments at that point. Then my payments when from XXXX to XXXX by time XXXX came around and we had all attentions of using out tax refund to catch up on payments, but that is when the pandemic 1st started and came through, so we had to use the money for food, etc. as everyone was on lockdown. The payments started going up because we owed insurance and taxes and they made the payments go up right away, to an amount, we couldn't afford at the time. We went into forbearance program with bank and after being in program we were told I could reapply for another loan modification but since then, all I keep getting is denial letters from the bank. at 1st it was because we had to wait a full year since our last modification and then when that time passed, now they deny us because they stated we don't have enough income. we have since learned from online financial classes how to budget our money and live off a budget, my wife has gone back to work, and we rented out one of the rooms and make 3x times the mortage put together now but the bank will not give me another modification for some reason. i am asking anyone who can help to please let me know what I can do, all I want the bank to do is give us one last modification and once this is done, the payments would be affordable, and we get to keep our home. The main problem is no partial payments are excepted so, unless we have the whole amount past due, we can't make any payments and I think that is a policy that should be changed, because we could have been making partial payments all these months and wouldn't owe as much as we do.
Company Response:
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are seeking assistance in recovering approximately {$2100.00} from Mr. Cooper resulting of their failure to pay the escrowed insurance policy on our home. Mr. Cooper is the mortgage servicer on our property at XXXX XXXX XXXX XXXX, XXXX XXXX, VA XXXX ( Hereinafter XXXX XXXX XXXX XXXX ). Mr. Cooper failed to pay the homeowners insurance premium when it was due and engaged in a scheme to force us into force-placed insurance provided by Mr. Cooper. On XX/XX/2021 we were notified by XXXX XXXX XXXX XXXX ( hereinafter XXXX ), the insurer for XXXX XXXX XXXX XXXX, that they had not received payment for the homeowners insurance policy on XXXX XXXX XXXX XXXX XXXX stated that the policy would be cancelled on XX/XX/2021 unless payment made. The homeowners insurance premium was due on XX/XX/2021. On XX/XX/2021 I reviewed my Mr.Cooper account via the Mr. Cooper online portal which indicated that Mr. Cooper, as of XX/XX/2021, had not paid the homeowners insurance for XXXX XXXX XXXX XXXX in spite of Mr. Cooper collecting insurance premium payments via escrow and having the hazard insurance policy listed as being through XXXX. In light of Mr. Coopers terrible reputation and the strong likelihood that Mr. Cooper was engaged in a scheme to increase profits by intentionally failing to pay the hazard insurance on our property in order to force us into an exorbitantly priced force placed insurance policy that provided less coverage, I personally paid the past-due balance on the homeowners insurance policy on XX/XX/2021 in the amount of {$2100.00}. My payment to XXXX for the insurance policy that Mr. Cooper was supposed to pay on XX/XX/2021, posted on XX/XX/2021. On XX/XX/2021 I received a letter from Mr. Cooper, dated XX/XX/2021 that informed us that because the homeowners insurance on XXXX XXXX XXXX XXXX had lapsed and that you were purchasing homeowners insurance for XXXX XXXX XXXX XXXX. Additionally, on XX/XX/2021 I contacted XXXX to request that they provide notice Mr. Cooper, that the insurance premium had been paid by the homeowner. They indicated that they would contact Mr. Cooper, to state that the insurance had been paid by the homeowner. On XX/XX/2021, I received an email from Mr. Cooper stating they were now paying the homeowners insurance policy for XXXX XXXX XXXX XXXX. The email did not state why they were paying the account 25 days after payment was due. Nor did the email explain why you were paying a policy that was already paid in full. Mr. Cooper, have been the mortgage servicer on Loan Number XXXX since XX/XX/2021 and have been collecting, via escrow, money to pay the hazard insurance policy for XXXX XXXX XXXX XXXX provided by XXXX. Based on the information in the online portal for XXXX XXXX XXXX you were aware that the hazard insurance policy for the property was provided by XXXX and were collecting an amount to pay that premium. You were required to use the escrowed funds to pay the insurance premium on the date that it was due. You failed to do so which resulted in XXXX paying the homeowners insurance policy out of pocket. On XX/XX/2021, I sent a notice of error under 12 CFR 1024.35 to Mr. Cooper but never received a response. In light of Mr. Coopers generally poor reputation and the available facts, I am led to the conclusion that Mr. Cooper is either grossly incompetent or engaged in a scheme to defraud. Consequently, we are seeking assistance from the CFPB in recovering {$2100.00} from but failed to properly use to pay our insurance on time. Currently, we have paid the homeowners insurance policy in full even though Mr. Cooper collected that amount via escrow. Their failure to properly apply out escrow funds has caused significant financial hardship over the holidays and we are demanding an immediate refund of the escrowed funds that were to be used by Mr. Cooper to pay the XXXX homeowners policy that was due on XX/XX/2021 that Mr. Cooper failed to pay on time.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper, aka Nationstar Mortgage XXXX, charged an additional amount to escrow on my latest mortgage payment. I contacted them to inquire what the charge was for. The person said that I was being charged for an insurance policy that they opened by force on my behalf because my current insurance company, XXXX, had ignored their requests for a copy of my policy twice. I did not choose Mr. Cooper as my lender. My loan was sold to them without my involvement, as is often the frustrating case. They contacted me when they took possession of my loan and then reassured me that I needed to provide nothing. They had everything up to date. The person on the phone first said that they had no record of insurance, later said that XXXX never responded, and made the final statement that XXXX said I didn't have a policy. None of this made any sense to me. I recently received letters asking if I wanted to buy a policy from Mr. Cooper 's insurance partner. I ignored the letters because they looked like advertisements. Earlier this month I received another letter saying that they had purchased a policy on my behalf- for three times the amount of the policy I currently have. They now say that I have to pay for the premium since XXXX because they didn't have the documentation from my insurance company, XXXX. I am at a loss as to how to recover the costs and why they were not required to contact me in any other fashion than a letter that looked like an insurance advertisement. I feel like I was tricked into ignoring it and charged a massive uncharge through their own insurance partner.
Company Response:
State: CA
Zip: 95136
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been told by this company for a full XXXX months that they " can not locate '' my paperwork on my loan. Today they informed me that it is the application they can not find, and they claim that they have been requesting it. If this were actually true, they would have it if they had been requesting it for XXXX months. However, as an intelligent and decent person, I happen to have the original application on file. I have forwarded it to them along with the PMI section of my legal loan application, stating that I can have PMI removed as early as XX/XX/2021. I have been asking for it to be removed since XXXX XXXX XXXX, and all they do is blatantly lie to me. They claim that I can not request removal, but I have the documents that state I can request removal as of XX/XX/2021. I want the PMI removed immediately. I emailed them the verification that I am well within my legal rights to have had it removed months ago. I have proven they have been misrepresenting the truth, and I want them to do the legal thing and remove my PMI.
Company Response:
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received notification from lender Nationstar/MrCooper, of the non-renewal of XXXX XXXX XXXX XXXX policy XXXX on XX/XX/XXXX, stating that if new/replacement coverage was not obtained, force placed insurance would be implemented. Not certain if it was some type of scam, because I had not been notified by XXXX XXXX. Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX, Policy XXXX. XXXX XXXX XXXX agent XXXX XXXX immediately, by email, then a phone conversation with XXXX XXXX that disclosed only that the notice was mailed to a temporary physical location of my vehicle ( also insured by XXXX XXXX XXXX XXXX for 2-3 months while I was moving XXXX and that non-renewal occurred due to non-occupancy. While the wrong address may have been an unintended administrative error, XXXX was unwilling to discuss or listen to my explanation answer questions the condo insurance policy that I, as a consumer, have a right to know, and which may affect my credit. Realized that non-renewal may have occurred because the condo is unoccupied, and has been since XX/XX/XXXX, when I was displaced by the discovery of mold and previous water damage from unit XXXX. I notified XXXX XXXX and shortly thereafter, he sold me a renters policy XXXX, after I moved into a leased apartment at XXXX Smoke XXXX XXXX XXXX XXXXXXXX, XXXX XXXX, NV XXXX. Or maybe the non-renewal occurred because I moved from XXXX to XXXX XXXX at the end of XXXX. My attorney in XXXX, NV has had the keys and has been in the condo since that date. XXXX XXXX XXXX provided a HOA master policy with 125 % ARV a proof of insurance. After review and upon advice of my attorney, it was submitted to and rejected by Nationstar/MrCooper. Repeatedly called and emailed XXXX XXXX corporate and Nationstar/MrCooper for more information that may have been relevant to purchasing a new/replacement policy from another insurer, who I figured would ask. Because I am XXXX XXXX legally XXXX and have other medical serious medical conditions, requested accessibility services and XXXX from the XXXX XXXX Nationstar/MrCooper facilitated conference call insurance agent to try to obtain additional information about cancellation. After speaking with several insurance agents, was advised that obtaining condo insurance would be cost-prohibitive because of non-renewal status and lapse in coverage, and it would probably be better to go ahead with force placed insurance. Communicated that information to Nationstar/MrCooper. XX/XX/XXXX Requested a printed copy/pdf w/email of the alleged non-renewal policy from XXXX XXXX customer service, who told me the original notice had been generated XXXX and mailed XX/XX/XXXX. Not yet received. The address on the non-renewal was incorrect, it was the physical location of my auto from XX/XX/XXXX until XX/XX/XXXX, when it was updated with my current address and a different XXXX XXXX agent in XXXX XXXX. Still trying to figure out ( specifically ) what type of insurance Nationstar/MrCooper wants me to purchase. Two notifications forms attached. When asked who determines ARV, they told me to ask the insurer. Not helpful. Can I purchase my own PMI to protect their mortgage loan? Or, should I keep contacting additional companies and agents to obtain homeowner insurance on the property itself? This XXXX XXXX/Nationstar/MrCooper situation, as well as an investigation into actions of the seller of Unit XXXX, buyers agent, inspector, community manager and others has been requested by the NV Insurance Commission and AG XXXX My attorney is in the process of finalizing a claim to be submitted for mediation with NV Real Estate Division. Additional information is available upon request.
Company Response:
State: NM
Zip: 87124
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, and thank you for considering my complaint. My problem is that I am having trouble coming off of a Pandemic Forbearance plan and finding a solution to start repaying what I owe during that period along with my regular monthly payments. Unfortunately, the only solution Mr. Cooper is offering me is a lump sum reinstatement payment that I simply do not have. I am being given no other options whatsoever such as deferral or a repayment plan ( that does not require me to be up to date on payments within 30 days ). Here is a brief timeline of my experience so far : I was approved on XX/XX/XXXX for a Pandemic Forbearance plan starting XX/XX/XXXX. I received a notice on XX/XX/XXXX stating that my forbearance was coming to and end and to contact Mr Cooper to " make a plan to bring your account current ( this could include a repayment plan, payment deferral, loan modification, or other mortgage assistance options ). That same day ( XX/XX/XXXX ) I filled out the online questionnaire for those coming off of the COVID forbearance plan that lead me to the Pandemic modification option, which I submitted immediately. XX/XX/XXXX I received the COVID modification application confirmation from Mr Cooper. My evaluation was open for 4 MONTHS from that date as I received evaluation DELAY NOTICES from Mr Cooper on XXXX, XX/XX/XXXX & XX/XX/XXXX. On XX/XX/XXXX I received a notice from Mr Cooper that my " Standard Modification '' had been denied, but when I called Mr Cooper on XX/XX/XXXX to find out why, I spoke with agent ( XXXX XXXX who looked into my situation and discovered that my application should have been processed through a " PANDEMIC MODIFICATION '' since I was transitioning from the COVID forbearance plan and should not have been considered for a " Standard Modification ''. ( I wrote XXXX 's supervisor, XXXX XXXX, a positive review for XXXX 's in-depth attention to my matter, which was documented by an email sent on XX/XX/XXXX ). I was directed to another agent, XXXX XXXX who submitted a new application ( which I assumed would be for the Pandemic Modification ). When that application came back denied on XX/XX/XXXX for another " Standard Modification '', I called Mr Cooper and spoke with agent XXXX who discovered that when XXXX XXXX reapplied my application, it was sent with {$1.00} on the yearly income line which, according to XXXX, would have been a red flag for a denial... so she asked my yearly income, added that to the yearly income request and reapplied a third time. On XX/XX/XXXX, I went online to check the status of my latest application which stated it too ( another STANDARD modification ), was denied. Again, I called Mr Cooper and spoke with agent XXXX who instructed me to appeal this latest decision, which I did. Then on XX/XX/XXXX I received another Standard Modification denial statement online. I immediately called Mr Cooper and spoke with agent XXXX who told me my only option is to pay in one lump sum and no other reinstatement options are available ... which means pay over {$11000.00} upfront or lose my home. I do not understand why none of my attempts for a PANDEMIC MODIFICATION have been filed after coming off of the PANDEMIC FORBEARANCE PLAN. I AM willing and able to start making my regular monthly payments along with additional amount to repay the amount owed over time, but they are not willing to allow me to do that, either. Please help me find other options that will allow me to start paying what I owe over time to allow me to stay in my home. I thought that was what the CARES act was all about! Thank you very much for your assistance in this matter.
Company Response:
State: IL
Zip: 60441
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Incorrect information on your report
Subissue: Information is incorrect
Consumer Complaint: to add more info in my favor i just got an email off of mr coopers website that states i was currebt on XX/XX/XXXX XXXX //Thanks for your recent payment. We posted it to your account on XX/XX/2019 for the property at XXXX XXXX XXXX XXXX their is no way the numbers they havr listed could be right the first day they could of listed for 30 days jate would have been XX/XX/2019 and other numbers follow suit thanks
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper was blocking the sale of my home and has now created a cloud upon my title and I am about to lose the second buyer who has submitted a contract to purchase my home. There is no justifying the alleged assignment of a full paid account. I have provided Mr. Cooper who claims to acquired their right to service from SETERUS Inc. Seterus Inc waXXXX shut down by Conference of State Bank Supervisors . I have provided to Mr. Cooper multiple times the supporting documentation to show 0.00 remains on the Deed they have erroneously assigned and is causing this undue hardship on me and my daughter.
Company Response:
State: GA
Zip: 30122
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A