Date Received: 2022-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage loan was transferred to Mr. cooper XXXX XXXX with my previous lending company, I was in forbearance for 10 months. I requested my account go out of forbearance in XXXX XXXX, after the transfer so I could start making my monthly payments again. Mr. cooper approved me to have the balance due during the 10 months placed on the loans backend and I would resume paying my monthly payments as the were starting XXXX XXXX XXXX XXXX I notice my monthly payment has increased. so I give them a call, here is where a 4 hour phone call started. I called Mr. cooper and through conversation with 2 agents, it was understood that my payment increased due to escrow that was paid while on forbearance. that was fine but the balance that was put on the backend of the loan included escrow throughout those months so why am i paying it twice. NO ONE could give me an answer and sot he multiple transferring commenced that ultimately resulted in XXXX XXXX hanging up on me with no return call back. it seems to they are trying charge for the escrow in the current monthly payments as well as on the backend amount due. CHARGING ME TWICE. no one could rebuttal my logic or explain otherwise. so a adjustment is needed!!
Company Response:
State: MD
Zip: 21215
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Credit report data is incorrect reflecting delinquent status and 60 days past due. This is impacting my credit score and ability to obtain a loan. Me. Cooper held my mortgage for 6 months in 2020, XXXX thru XXXX. Payments were due on the first of each month beginning XX/XX/XXXX and payment data from their website coincides with the dates recorded on my bank account. Payments recorded on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and payoff recorded XXXX XXXX Credit reports show 2 months 30 days past due and current status of 60 days late. Statuss should reflect paid in full and no late payments. I have had to pay higher interest rates on my current mortgage and is impacting my ability to secure a loan at this time.
Company Response:
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I'm currently in a process of a Re-Finance/Mortgage with another company. I received a notification from my Mortgage Broker and the Underwriter that Mr. cooper has place my account as a Disaster Relief Plan as of XX/XX/2021. I had not consent or had any knowledge of this ILLEAGAL ACTION, also they are not reporting my CURRENT NO LATE PAYMENTS FOR XXXX MOS. on the credit reporting system. This is defrauded the government money, defamed my credit and lied on my mortgage payments history. My Mortgage Broker and I was on the call with the consent of me that he may speak on my behalf, we ask them to correct and remove from credit reporting with a letter, within 24 hrs. as we are in the final stages of closing. They said no it will take 30days. This is from the rep XXXX XXXX stated she can only send a positive history transaction. in reference to this ILLEAGAL ACTION that they place " of their error. '' I was not affected by the COVID pandemics and I've been making my payments for many years. My family and I have reside in this home for 21 years. My Mortgage Broker had informed that NATIONAL STAR/ DBA MR COOPER has been sued multi times of defaming the government and their consumer base on the publications.
Company Response:
State: PA
Zip: 19142
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The XXXX forbearance period ended for my home equity loan at the beginning of XX/XX/2021. However, the maturity date on my loan is, or was XX/XX/2021. I have been told by NationStar bank the balance is due in full on the maturity date. I have argued that the maturity date should be shifted according to the forbearance period, but they have refused to make accommodations, and insist that I pay the total amount due in a lump sum. If I had been aware that this would happen, I never would have put the loan into forbearance since it has created a greater economic hardship than making the monthly payments in the first place. If this is according to the letter of the law, it is not in the spirit of the law. I believe the bank also received federal assistance during the forbearance period, and they should be able to change the maturity date or setup an alternate payment plan.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made all my payments on time through my bank. All my bank statements show the money being withdrawn from my account on time for each monthly payment. Mr. Cooper has lost two of my payments and has yet to fix their error even after my repeated attempts to resolve this problem. My account now shows over 60 days past due, plus hundreds of late fees. Because of their error my credit will be affected and I may not qualify for a refinance on my primary home.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am hoping that you may be able to help me settle a consumer matter involving myself and my mortgage servicing company, Mr. Cooper ( previously known as Nationstar Mortgage, LLC ), regarding the handling of my escrow account ( related to loan number XXXX. ) Mr. Cooper did not pay my homeowners insurance policy premium, which led to a lapse in coverage on my property from XX/XX/XXXX, to XX/XX/XXXX. Mr. Cooper did not inform me of this lapse until XX/XX/XXXX, by which time it was too late for me to rectify it. I have suffered financial penalties due to Mr. Coopers mishandling of this situation. For one, I could not get the same premium that I was offered by my insurance company in XX/XX/XXXX. At that time, my premium for 12 months of insurance would have been {$1700.00}. However, because Mr. Cooper did not pay the premium, I have a lapse on my record, and my new insurance policy is now {$2500.00}. I would like Mr. Cooper to re-imburse me for the {$810.00} difference in the insurance premium. Additionally, Mr. Cooper charged me for insurance that covered the period when my property did not have insurance coverage. The fee for that was {$1700.00}. I would like them to reverse this charge since they were the ones that did not pay my original insurance premium, which led to the lapse in insurance. This is upsetting to me for several reasons. An escrow account is a simple concept. Every month, I fulfill what is expected of me by paying my monthly payment. However, Mr. Cooper did not fulfill their end of the agreement by paying my insurance premium. As such, my house was not insured for a period of nine months. Additionally, I am being penalized through higher insurance premiums due to the lapse. A representative from Mr. Cooper told me on the phone that they did not realize that the insurance policy had lapsed until XX/XX/XXXX. When I discussed the matter with Mr. Cooper, they denied that this was their fault. I re-financed my mortgage in XX/XX/XXXX with XXXX XXXX and the servicing of the mortgage was subsequently transferred to Mr. Cooper in XX/XX/XXXX. Mr. Cooper claims that my former mortgage servicer did not transfer the correct insurance information which led to Mr. Cooper not making the payment. However, Mr. Coopers research team explained to me in writing that when my mortgage was transferred, Mr. Cooper received two insurance documents. One was for a policy that ran from XX/XX/XXXX to XX/XX/XXXX ( which was correct. ) The second document was for a policy that ran from XX/XX/XXXX to XX/XX/XXXX ( which was incorrect. ) Mr. Cooper admitted that the second document was not associated with my property and was for a different homeowner. It makes no sense to me that Mr. Cooper would use the incorrect document. Mr. Cooper appears to not have any internal controls in place to deal with this type of situation. I have included a letter I received from Mr. Coopers research department. I feel as though I am caught in the middle of two mortgage companies, each one pointing fingers at each other, while I am stuck in the middle. I am hoping that you can help me settle this matter.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called the XXXX County Treasurer 's office on XX/XX/XXXX because I noticed that the tax payment due on XX/XX/XXXX had not been paid. I paid the amount of {$3100.00} to avoid late fees. When I contacted Mr. Cooper, my servicer, they informed me that they had paid on XXXX, but this was not corroborated by the county. Mr. Cooper has been unable to provide evidence that payment has been made since I contacted them on XX/XX/XXXX. I have made multiple attempts to resolve this issue over the phone and through their online messaging portal.
Company Response:
State: CA
Zip: 94803
Submitted Via: Web
Date Sent: 2022-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: mrcooper i found this mistake today XXXX got me kisted XXXX XXXX XXXX XXXX XXXX on their site and XXXX got me listed XXXX XXXX XXXX XXXX XXXX which sounds more correct to me
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I already put a complaint on this matter but I received more information XXXX who was in my credit report for XXXX found my back taxes for Nationstar and gave that information to Nationstar and XXXX did get paid for it also the amount owed on the taxes were incorrect and Nationstar got refunded for the amount over paid The XXXX XXXX. Treasurer even told XXXX my house wasn't in Foreclosure but they taxes anyway and broke the contract I had with XXXX XXXX the worst part XXXX did my Credit Report on XX/XX/2021 and Nationstar didn't pay until XXXX XXXX and didn't notify me they paid my renter called me and told me. Last but least Nationstar sent me a bill XXXX dollars for full payment or I was given XXXX and XXXX 2021 off and in XX/XX/2021 which raised my mortgage payment from XXXX to XXXX a XXXX increase and now I'm struggling alot there was no 6 months 12 months offered I've notified the CEO and everyone on the board even XXXX XXXX Bank and they stand by the decision. This is like they didn't care about this before and I feel they singled me out. I hope this time things will be different
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After the forbearance Mr.Cooper worked with me and started a loan modification. All the papers were signed and notarized. 3 weeks ago I was made aware that it was approved but I. Had to pay {$1300.00} for it to be approved which was never stated in the paperwork. Now I was told if I didnt pay the modification would be denied and as of today Im still paying the original amount and being charged late fees from the forbearance. They are harassing me and stated they will have to proceed with the foreclosure process. Forbearance ended on XX/XX/21. The bill I received was on XX/XX/21. I signed the loan modification a week before XXXX and they are telling me foreclosure is the only way to bring the loan current. I have the documents stating the loan mod was approved
Company Response:
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2022-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A