Date Received: 2021-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had an insurance claim and the check was made out to the servicer and to me. They have had the check for weeks and are finally planning to send to me today. I have spent hours on the phone and website to get resolution. They are sending to me for endorsement and then I have to send back to them so they can deposit the check and then send me 25 %. The loss occurred XXXXand it has been raining inside my house. They refuse to send me all of the funds because I was on COVID forbearance. They refuse to change their decision. This got me thinking as to how it can be legal that I do to get to choose my own servicer. Shouldn't TRID protect me from being forced to do business with a company? Why don't I have my own choice to shop around? I would seriously like to talk to someone about this. I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Mr. Cooper purchased servicing on loans and is using the customer base to market its refi services and offer discounts with certain real estate brokers to its clients. Although they are probably allowed to do that legally, I should not have to spend my money on a company who is trying to put me out of business, yet aI have no choice. How does this protect me, the consumer? Thanks, XXXX
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home on XX/XX/XXXX with XXXX Mortgage. Nationstar Mortgage XXXX dba Mr. Cooper purchased the mortgage on XX/XX/XXXX, but did not notify me until they mailed a letter on XX/XX/XXXX ( by that time I had made my XX/XX/XXXX payment to XXXX. The payment got lost and was never credited -- but that is not the subject of my complaint ). XXXX & Mr. Cooper escrowed my home insurance and property tax payments. I made all payments on time and in full. My XXXX XXXX XXXX XXXX expired on XX/XX/XXXX. Mr. Cooper did not pay the insurance. I found out the insurance was canceled when XXXX mailed me a letter. XXXX 's letter was dated XX/XX/XXXX but i did not receive the letter until XX/XX/XXXX. I contacted XXXX after that & tried to renew the insurance but they refused. I contacted Mr. Cooper to try to get them to intercede with XXXX. I talked with them several ( lengthy ) times. They told me that they did not have the renewal information from XXXX. They told me they called XXXX but could not get anyone to answer the phone. I asked why they didn't contact me & they could not give me a reason. After i filed the attached written complaint dated XX/XX/XXXX, they produced a letter to me dated XX/XX/XXXX but i never received that letter because the letter 's address omitted my Suite number. XXXX then referred me to XXXX XXXX said that company would find homeowner 's insurance for me. XXXX could not find homeowner 's insurance for me & gave me 2 reasons : first, none of their companies would insure me because of the lapse in coverage ; and second, companies were pulling out of Louisiana because of Hurricane Ida. After approximately 10 hours of calls, i finally found a homeowner 's policy with XXXX XXXX. The only problem is that they refuse to insure me for water backup because i made a claim to XXXX in XXXX ( that XXXX denied ). I paid the policy premium in full for a year & mailed the policy to Mr. Cooper. My cover letter specifically told Mr. Cooper I had paid the policy premium & requested Mr. Cooper refund the homeowner 's escrow to me. Instead, Mr. Cooper paid XXXX the homeowner 's premium again. I have yet to receive a refund. I also requested Mr. Cooper stop escrowing my homeonwer 's insurance & property taxes because i do not trust them to pay on time. They agreed, but will not refund the property tax escrow until after i pay the property taxes! My property taxes are due in XXXX so they seem to be setting me up to fail by paying my insurance premium after i had already paid it & refusing to refund my property tax escrow. The property tax bill is {$6100.00}. Mr. Cooper has also sent me a letter saying i have to pay them {$830.00} for the lapsed coverage and another letter saying i have to pay them {$6400.00} & they will purchase homeowner 's insurance for me. I have requested Mr. Cooper reverse all charges as a result of this fiasco, pay me for my time finding a homeowner 's policy and be responsible for any water backup damage because XXXX refused to insure me for water backup damage but XXXX did. Mr. Cooper has denied any wrongdoing, citing a provision in the fine print of the Mortgage stating i have to include them as an additional loss payee. My position is that I complied with that provision by including XXXX Mortgage as an additional loss payee. It is my position that it was Mr. Cooper 's responsibility to notify XXXX of the change from XXXX because they bought my mortgage without my permission. Thank you for your consideration and i hope you can hold Mr. Cooper liable for this fiasco. XXXX XXXX
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: mr cooper is reporting the days incorrectly it should be 30 60 90 120 but they have it wrong 60 60 60 60 60 90 can they explain this heres their payment records which look up to date to me no late i have included payments from their website i see no descrpcies for dates listed
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: i asked mr cooper if they could correct this problem and they told me they will look into it 4 weeks ago XXXX still havent heres problem Account info Account name NATIONSTAR/MR COOPER Account number XXXX Original creditor - Company sold - Account type Mortgage Date opened XX/XX/XXXX Account status Open Payment status Current, was past due 90 days Status updated XX/XX/XXXX Balance {$90000.00} Balance updated XX/XX/XXXX Original amount {$110000.00} Paid off 21 % Monthly payment {$1400.00} Past due amount - Terms 360 Months Responsibility Individual Your statement - Payment history XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX On time 30 days late 60 days late 90 days late Data unavailable Contact info Address XXXX XXXX XXXX XXXX XXXX, TX XXXX Phone number ( XXXX ) XXXX Comments Account information disputed by consume im still trying my hardest to try and straighten this out can you help out
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother in law passed away in 2014 before her passing she filed XXXX XXXX bankruptcy which was discharged and included her home. My husband did not want to lose his childhood home so he was advised by the mortgage company at that time he could assume the debt of the home and be able live in the home. His name and my name were added to the deed and we obtained an attorney to do this. At the time of assumption we were advised the loan would not be in our names and not be on credit reports however they lied. We fought about that with the previous mortgage owner but they said there is nothing they can do. The home was and still under water when we assumed the loan. The home is in forebearance due to covid and decrease in my husbands income. I truly believe the bankruptcy amount that was discharged should have never and still should not be our debt. The debt we should be paying is the forebears ces debt only.
Company Response:
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX the loan in dispute was transferred to Nationstar Mortgage from XXXX XXXXXXXX XXXX. In XXXX of XXXX I had gotten a loan modification from XXXX XXXX XXXXXXXX. I made every payment of that loan modification and continued to make the payments when Nationstar took over the servicing of the loan but Nationstar sent my checks back to me and would not apply them to the mortgage. I have all of the cleared checks which were cashed by XXXX XXXX XXXX and sent those to Nationstar many times. I don't know how they could say that when they took over the loan servicing that I was behind in the payments of the mortgage when XXXX XXXXXXXX XXXX cashed all of the payments. Where did those payments go? I have never been able to find out. Several attorneys and a fraud investigator looked at their accounting and said it made no sense. I could not figure it out either. That is why an audit is needed from a neutral XXXX party. Who is going to pay for that audit? Nationstar should pay for the audit since no one can make sense of their accounting that they send out. XXXX XXXX of XXXX XXXX XXXX will do the audit but wants to be paid. I am paying attorneys fees and my attorney wants Nationstar to pay for the audit. I now have a company called XXXX XXXX XXXX XXXX XXXX helping to put the loan modification documents together and they have submitted them to Nationstar. Even though I signed an authorization allowing XXXX XXXX to speak to Nationstar on my behalf, Nationstar has refused to communicate with them. They are sending letters to my attorney instead. I should not have to pay my attorney to deal with the loan mod or Nationstar 's letters. XXXX XXXX does not charge for their service so why can't Nationstar communicate with them? The CFPB should investigate this matter as if they are doing this to me, no doubt they are making it difficult for many other people who are trying to get a loan modification. In addition, in one of the letters that was in their response to the last complaint I filed with the CFPB they said that the XX/XX/XXXX trustee sale has been put on hold. If that were true, then they would take the sale off of xome.com, a web site owned by Nationstar that advertises the trustee sales of property. My property is still on that web site listing a sale date of XX/XX/XXXX. I do not trust Nationstar as what they say does not always follow what they do. They have said things in the past and done something totally opposite so how can I trust anything that they say in a letter which they are sending in response to a complaint to the CFPB.
Company Response:
State: CA
Zip: 931XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 59.7. Error resolution procedures. ( 7 ) Failure to provide accurate information to a borrower regarding loss mitigation options and foreclosure, as required by XXXX ( relating to early intervention requirements for certain borrowers ). Numerous times in 2020 i emailed called many XXXX of MR cooper for a revised act XXXX notice because i wasn't made aware of this safeguard until the later stages but ILL take full responsibility for this because we all Know you know who has a aversion to admitting anything So when i finally asked for a act XXXX notice i kept getting a document dated in a previous year ( i get the logic that when it happened but you could have updated it and provided another date on it or attached an addendum a nice note ANYTHING to help when i was asking for assistance to have it reproduced or annotated to reflect this is a new situation ) WHAT LAW WOULD MR COOPER BREAK BY REPRODUICING IT for me again with a new effective date I mean the interest on the loan is still the same the principle FORCLOASURE CAN HAPPEN AT ANY POINT so WHO is hurting by not having this??? so i DONT get approved from a loan to save my house but I wasn't able to be qualified anyways since the document wasn't valid THANKS FOR CONTINUALLY REPRODUCING A REDUNDANT DOCUMENT MR COOPER
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: modification in XX/XX/2020 PA code 59.13 in relations to reasonable diligence was violated when i timely provide record of everything required for a modification was denied for timeliness of documents even though it uploaded and I emailed it to support my record and less than 90 days later i was offered another attempt at the same modification I then supplied updated financial information and all other information was good to go yet Mr. cooper needed another XXXX ( valid for 120 day ) and a authorization for XXXX ( same information ) and different criteria from the same loan months prior another affidavit another XXXX XXXX app done again WHEN they were the one at fault .. How can i supply you with emails of record and upload them and Mr cooper said they never received them but my email Shows when Mr cooper got them within the required time defined in this legal section Mr cooper has never taken into consideration the harm of not knowing what to expect or how to make informed decisions when one is at the brink of foreclosure and its very alarming. In this pa code 59.13 there is a subsection iv ) Facially complete application : and i met all those conditions in XXXX and my very last attempt this year ( when i stopped submitting my documents i then FILED WITH THE CFPB, XXXX XXXX XXXX XXXX XXXX ) So while i wait for " justice '' and this was ignored Mr cooper Runs out the clock and leave me with tackling a unfair amount that should have been negotiated XX/XX/2020 but Mr coopers Mail box didn't work at that time And this last attempt IS Mr Coopers gross negligence after their " charity forbearance '' My DOCUMENTS were sent on time and anything Missing would have been rectified the second time Mr cooper has purposely been evading to evaluate me on time and then ask me for information in a short period of time where there is no reasonable way it can be achieved .... I'm Flabbergasted that MR COOPER THINKS THAT I DONT KNOW THE PROCESS AFTER ALL THE PROCESSES IVE BEEN SUBJECTED BECAUSE OF MR COOPER XXXX TO ADMIT A MISTAKE time after time after time. BUT THATS NOT REDUNDANT
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was behind kn my payments in XX/XX/2020 and a customer service representative called said that they would be able to set me up on a covid relief program. So we did and he told me not to make my payment for XXXX it would be fine and not show on my creidt report as.late. I have looked at my report and it IS showing late and I asked for it to be correct and I have not heard a other word about it
Company Response:
State: WA
Zip: 98503
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper held the mortgage on my prior home. I sold my prior home, and Mr. Cooper provided the banking information to the title agency to which the house sale proceeds should be wired to, in order to settle my home loan. Mr. Cooper failed to tell the title agency that it had transferred the loan to XXXXXXXX XXXX prior to closing, and fraudulent accepted the money, when it should have gone to XXXX XXXX instead. Now, I am stuck in the middle trying to get the money from Mr. Cooper to XXXXXXXX XXXX so this mortgage can be settled. I would like Mr. Cooper not only investigated for fraud, but to resolve this issue on their own as it is completely their fault.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A