Date Received: 2021-12-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mr. Cooper was the service provider of my mortgage until XX/XX/XXXX. While at Mr. Cooper, I was in an active COVID 19 forbearance program that began in XX/XX/XXXX, and it was still active when my loan was transferred in XX/XX/XXXX. During the Covid months, my forbearance got extended before each deadline by way of me calling Mr. Cooper directly and speaking to a representative over the phone who would update records on their end. I rarely received documentation noting that any extension was made but I felt secure as there was never any confusion about my forbearance when I would call Mr. Cooper to extend it. In fact, before my loan was transferred, I was notified about it via mail, and I subsequently called Mr. Cooper in XX/XX/XXXX. I spoke to a representative over the phone who assured me that the new company would maintain my forbearance status or honor the pending modification agreement should it be offered before the transfer. However, the loan was transfer before Mr. Cooper could complete their review for a modification agreement and even worse the new servicing provider did not recognize my forbearance status and thus reported me as being 180 days late on my mortgage. When I spoke to representatives from the new service provider on Thursday, XX/XX/XXXX, they went through the documentation that MR Cooper had provided them regarding my loan and there was nothing in it that clearly stated that I was in an active COVID forbearance program when the loan was being transferred. This might be the source of the confusion. By Mr. Cooper not creating documentation showing that my Forbearance was extended which would have eventually been shared with a new service provider but instead only recording that important information in their internal systems, apparently created this gap in communication between the 2 companies. When I spoke to a representative from Mr. Cooper named XXXX or XXXX on Thursday, XX/XX/XXXX, I explained to her what my issue was, and she also went through the documentation she had on file for but had to review her internal notes to see that my forbearance ended with them on XX/XX/XXXX. When I reminded her that my loan was transferred to another company on XX/XX/XXXX, she seemed to understand ( at that point ) why my forbearance ended with them on XX/XX/XXXX. I reiterated several times what my issue was, which was that my forbearance was not communicated to the new service provider but all she could seem to do was repeat to me what XXXX XXXX process was for transferring loans. I then asked for my call to be escalated and when it was escalated, I spoke to a man named XXXX or XXXX. I explained to him what my issue was but just like XXXX, he kept repeating Mr. Coopers system for transferring loans and did not recognize that there was an issue in that process as the new company did not receive my forbearance status from them. He did not care to investigate or try to understand my issue as he rudely mentioned more than once that I was no longer a customer of Mr. Cooper, so my issue was not their concern even though, Mr. Cooper is the cause of issue. As a result of this gap in communication created by Mr. Cooper, the new service company reported me as 180 days late on my mortgage and now I have damages. My credit score dropped XXXX points during the time I was seeking loans to help cover costs and losses generated during the pandemic.
Company Response:
State: NY
Zip: 11208
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: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Mr. Cooper on XX/XX/2021 and the previous company I was with I did not have any issues. The letter I received from my previous mortgage company stated that if I wanted to set up an automatic payment with Mr. Cooper then I have to do it myself once it is fully onboarded in the Mr. Cooper system. I intended to pay Mr. Cooper using bill pay with my bank rather than setting up an automatic payment with them. As soon as I was able to access my mortgage account with Mr. Cooper I checked to make sure that I was not set up for automated payment but it showed that I was automatically set up for automatic recurring payment which I didn't sign up for and I did not provide them my account number. They already have my account number as soon I checked the payments which they probably got from my previous servicer. I tried to cancel the automated payment option but it's not getting cancelled online. I called Mr. Cooper and spoke with an agent, the agent said that she could not cancel it herself and I should wait for 24 hours before my account gets updated. I also told her to make sure that I did not want to get debited and that might bring my account to a negative balance and assured me that it would not happen. The next day my account was debited. And also that same day I still had the automated recurring payment showing in my account even after talking with the agent the previous today and after waiting for next day to clear things out. I called Mr. Cooper again and spoke with an agent and I told them that I was debited and I specifically asked the agent the day before not to debit my account. The agent magically was able to cancel the automatic payment. I also had to call my bank to stop the payment from going through and I got charged {$30.00} for the stop payment. The website is very suspicious as this does not allow you to make changes yourself I hope they are aware that this is happening or maybe intentional behavior to keep customers in automated payment method. I believe that Mr. Cooper should not make choices for customers to set up automated payments if this was not requested in your website. Also I did not provide them my account number and they should not be getting my bank account number without my permission.
Company Response:
State: CA
Zip: 94597
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on a purchase mortgage on XX/XX/XXXX and I had an escrow account setup to pay taxes. The title company collected for the annual tax bill due XX/XX/XXXX but that was not out yet and Mr. Cooper should of made the first payment of taxes from escrow on XX/XX/XXXX. The title company made the payment as planned in middle of XXXX. Unfortunately, Mr. Cooper doesn't seem to be able to read the closing documents and decided to try and pay it from my escrow account. This created a large negative balance. I immediately spoke to the county and they told me they will not accept two payments so the Mr. Cooper payment was rejected. So I reached back out to Mr. Cooper. They were unable to answer phone calls so I was subjected to the online chat. I explained to them the error and requested they remove my escrow account due to their incompetence, I was redirected to yet another email address to request this. In early XXXX I received a letter that they would no longer require an escrow account and figured the situation was resolved. And was expecting and approx {$3200.00} refund of escrows and also my payment to revert to just principal and interest. But no they sent me another statement for my XXXX payment showing full escrows and the same payment as before. Now today I got another notice that I was expected to have my payment adjust again to pay them back for the escrow shortage created by their failure back in XXXX. I again tried to call them today and can not get a live agent to pick up a call. My payment is still not right and they owe my closer to {$4000.00} once I make another payment to my escrow account that is supposedly cancelled. Mr. Cooper 's level of ineptitude is staggering and compounded by awful customer service. I hope you can help get this addressed as I have no where else to turn at this point to get my money and correct payment.
Company Response:
State: IL
Zip: 60565
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is serviced by Mr. Cooper. I have two complaints about their service, both of which have been opened as formal cases with them. They are aware of these issues and appear to be taking no action. 1. I have repeatedly asked Mr. Cooper agents over the phone whether they offer biweekly automated payments. I was told they didnt several times over the first 6 months of my mortgage servicing with them. On XX/XX/XXXX, 9 months after my loan was transferred to Mr. Cooper, I was finally told over the phone that biweekly payments are available if I submitted a formal request form via email. I submitted that request the same day. I heard nothing back for 9 days, at which point I sent an email asking for an update ( XX/XX/XXXX ). That email has never received any response ( today is XX/XX/XXXX ). On XX/XX/XXXX, I also resubmitted my formal request form to switch to biweekly payments. I never heard anything back from Mr. Cooper so I called on XX/XX/XXXX. This is when I learned that my request ticket had allegedly been opened, although I was never informed if that was the case. On XX/XX/XXXX, an agent of Mr. Cooper canceled my auto payment and asked me for a voided check, which was the first time I had heard about this requirement. I requested that they go ahead with my routing numbers and signature because they already have been using my same bank account to take monthly payments for the last 9 months, and thus should not need to reverify it ( and certainly not by asking me to send a photo of a voided check over email ). They refused. I sent them a voided check today ( XX/XX/XXXX ), which they claim to not be able to access for 24-48 hours after someone sends it in their messaging system ( why? I dont know! It makes no sense that a modern messaging system would be set up in this way ). I have still not been switched to a biweekly payment cadence, which would have saved me interest. Each time I call, I am put on hold for a significant amount of time and/or passed around between agents. I believe that Mr. Coopers policy is to place administrative burden on the consumer so they eventually give up on following through with requests like this, that would benefit the mortgage holder but cost Mr. Cooper interest income over time. As of today, my monthly auto payments have been canceled and they have not been replaced with biweekly auto payments- if they dont fix this issue by XX/XX/XXXX, I will be late on my mortgage payment and owe additional fees to them. 2. Along with my monthly mortgage payments, Mr. Cooper has been taking escrow payments out to pay my taxes and insurance. Each month, my escrowed amount is {$450.00}. I found out, completely by accident, when I called on XX/XX/XXXX, that Mr. Cooper actually paid my escrowed tax savings to my city, but they paid them for someone elses property on XX/XX/XXXX. In doing so, they took my own money and used it in a way that I never authorized. They also have yet to pay my own property tax, which is now late by over 2 months and accruing penalties ( not to mention potentially causing my property to be foreclosed on? ). I am on the phone with Mr. Cooper right now ( XX/XX/XXXX ) and have learned that they only opened a ticket about this issue on XX/XX/XXXX, and that nothing has been done with this ticket to-date. They are unable to give me any updates and do not appear to be taking this issue seriously. I have now been on the phone with them several times about each of these issues ( the current call is at 68 minutes with no updates or progress. They are now asking to call me back because they dont actually want to resolve anything. They also refuse to escalate me to a manager or supervisor and are claiming that all of their managers are in a meeting and cant be reached. I have avoided submitting this request in good faith that Mr. Cooper would attempt to right their mistakes. Ive been patient and hopeful, but its clear that my issues will not be resolved without outside intervention.
Company Response:
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted Mr. Cooper at least twice a week and have not received any responses in a timely fashion. I have asked them repeatedly to include my XXXX XXXX deferrement payment to the back of the mortgage which THEY clearly told me prior to the Covid 19 pandemic that i have many options avaialable and not to worry about a lump sum payment. I do know that i have a Conventional mortgage and per the guidlines with XXXX XXXX and XXXX XXXX i am allowed as a consumer to have options other than a LUMP SUM payment. Mr. Cooper does not respond in a timely fashion, and every time i call them to speak with a representative they tell me NOT TO make a payment, and not to worry about paying the differnece owed due to the forebearnce period. They keep sending me notices saying i owe {$10000.00} and keep calling me on XXXX which i work and i have told to call me Monday-Friday anytime. I would like to pay my normal payments asap, I WANT TO keep my home, and i am NOT able to pay {$10000.00} to bring my account current since MR. Cooper is the servicer who reached out to me and encouraged me to enroll in the Forebearance COVID 19 program. Please help me! They are not responsive and are giving FALSE information to clients and i need help asap.
Company Response:
State: MI
Zip: 48080
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Just want to show in this letter this is just one example of how Mr. Cooper uses subtle language. They said in this letter that they need 24-72 hours to retrieved documents and scanned them to another server or words to that affect but its actually not true from the auto responses i WOULD get from MR COOPER that Cleary states 5 business days So I really don't know why MR COOPER would embellish something like that unless its for Mr. Coopers Benefit XXXX Also they ADMIT in this letter that they didn't use my childsupport until a XX/XX/XXXX attempt at a modification which is HIGHLY confusing when there were multiple complaints and I even spoken to Agents to rectify this months before this XX/XX/XXXX Modification Still it was USED even after I complained but I guess i Bumped my head and decided yo used it in XXXX ( NO I DIDNT ) How Can Mr cooper Deny this FACT when There are complaints on record regarding this? Also To RECTIFY this email issue that happened all in XXXX basically pushing me to foreclosure on a technicality so then MR cooper Assured me I could upload my documents on their server for more efficiency YET XX/XX/XXXX THEY never obtain my documents on time when even after i upload them on their server WHOOPS guess its not THIER Server IF THEY are taking the document and rescanning them somewhere else I never KNEW THAT i thought it stayed where i uploaded it ( that's why I am SO ADAMANT that they are losing docs or worse ) HOW IS THAT NOT DECEPTIVE MR COOPER you told me its secure and more effective and if it wasn't or if you're going to store it a different way you'd think you'd inform me so i could make a decision that is very vital to saving my home when im literally thinking my nonpublic information is securely uploaded but its not and they say it right in plain sight WOW Why DIDNT MR cooper XXXX this to me then WHY was it in a letter to address a CFPB complaint?? Truthfully i never read this letter until recently and all this is really catching me off guard on how this wasn't seen by anyone prior ALSO MR COOPER IN THIS VERY LETTTER ADMIT THEY TOOK MY MONEY IN XXXX which i didn't send XXXX XXXX or registered mail i SENT IT REGULAR MAIL a cashiers check and it made it to their post office box without FAIL yet WHEN I SENT MY TRAIL MODFICATION THE SAME EXACT WAY its lost in the mail cause i didn't send it securely OMG THATS BALONEY. Mr Cooper is HELPING with another Modification ( they keep extending it ) and Thankful for MR cooper Charity they haven't foreclosed on me or had a stranger attach notes to my door or slide it under my door like they were doing during the summer time. I love it when Mr cooper helps when i have a cfpb complaint or attorneys general they refute and say whatever 's necessary but its still wrong and that's why i have been fighting until i get justice cause If im a fairly intelligent person but i can only wonder how its going for someone that isn't really paying attention to Mr coopers Antics... the Icing on the cake??? HOW THE heck would i get a auto response from a DEFECTIVE email Like Mr cooper Suggest I have more if Need desire More examples MR Cooper! I STILL email XXXX till this very day ( see attachment ) and its was always the correct email MR COOPER just cause you STOPPED sending those auto reply 's doesnt mean you never got my documents I REJECT THE NARRATIVE THAT IM A XXXX XXXX AND CANT HANDLE BUSINESS. THERE NO WAY IN XXXX XXXX XXXX XXXX XXXX ID GO GET THIS DOCUMENT AND HOLD IT. MR cooper IM the same same person who complained QUICK when you took my Escrow money without permission and then applied it to my balance THANKS.. Just wanted to illustrate if im on top on it like that IM NOT FORGETTING TO GIVE U PROOF OF INCOME OR dropping a ball on a vital PROCEDERE. I never was late a payment until XX/XX/XXXX AND had i not came to you for help I strongly believe i would have found a way out of this mess but this has been a nightmare all this back and forth and Like i said before Mr cooper LOVES to play the waiting game cause resources and time is always with MR COOPER even when they are negligent they just come up with more legalesue plausible explanations but they aren't in the realm of TRUTH .. there are other letter that we need to clarify as well at a later time
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the beginning of the XX/XX/XXXX statement period, the outstanding balance on this mortgage was {$190000.00} For the XX/XX/XXXX statement period, I made the following payments : {$10000.00} additional principal payment on XX/XX/XXXX An additional {$10000.00} additional principal payment on XX/XX/XXXX Regular Monthly payment of {$1900.00} on XX/XX/XXXX A total of {$800.00} in interest was deducted from these payments. This exceeds the {$420.00} in interest that was due for XX/XX/XXXX. This equates to an interest rate of 4.99 %, which is higher than the agreed upon fixed rate of 2.65 %
Company Response:
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2021-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive had this issue with my mortgage company, Mr. Cooper, for several months. While several attempts were made to correct it, with me pointing out what they did wrong at the start and eventually getting the dollar figure much closer, there now seems to be a problem that causes monthly, incorrect tabulations. I believe they have a system error that isnt allowing backdated corrections. We came close to correcting the problem, see attachment date XX/XX/21, but as months went by the difference between what I say it should be and Mr Coopers calculation started to grow again. The issue started in XXXX when I tried to 1. add an additional amount of {$7000.00}, 2. reverse an escrow check of {$860.00}, and 3. increase my additional monthly payment from {$1500.00} to {$1500.00}. I have attached my personal spreadsheet I use to track Mortgage Co statements. The Balance column is my calculations. The Mr Cooper column is what appears on my statements. Note difference was good until XXXX. First attempts shows a difference in XXXX and second in XXXX. I have made several attempts to communicate with personal by phone and emails at Mr. Cooper. Many phone calls were made and eventually conversations and emails with two different supervisors. Some of these are attached as well.
Company Response:
State: IN
Zip: 47240
Submitted Via: Web
Date Sent: 2021-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, the world was placed on a mandatory shut down, the lender offered a forbearance to help, my income was affected by the mandatory lockdown. once the forbearance expired, I was advised I qualified for a loan mod. I applied in XX/XX/XXXX, after multiple document rejections my status went into under review, on XX/XX/XXXX I saw that I was no longer under review and it had full balance due. I didn't receive a denial letter and or communication explaining why I was denied. I like many others didn't expect or want to be in this situation, I do not want to lose my home. XXXX XXXX XXXXXXXX XXXX XXXX. It was my understanding that a forbearance is in place to help the borrower and the past due would go to the end of my loan. I was mislead about what a forbearance was and now I am suppose to pay a large lump sum I don't have. we are still in a pandemic I need help
Company Response:
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been paying Nationstar/Mr. Cooper since XX/XX/XXXX. I originally had XXXX XXXX. First at closing XXXX XXXX was lender. When first payment due they switched over to Mr Cooper. I went through bankruptcy got approval to keep loan. Mr Cooper sent me a letter in XXXX saying XXXX XXXX was the new lender as of XX/XX/XXXX. I kept calling XXXX XXXX they couldn't find me in system for weeks. I had to escalate call i said do you show my account as bankruptcy? They said no. They had wrong zip code on file on day one some XXXX. They had no one assigned to me. Kept saying wait 30 days possibly. Supervisor hung up on me. Called back said what is going on i have no documentation from you. They said my lawyer should call them. Lawyer called he said they didn't have me in system. They are just as that week I spoke to attorney now sending me a letter. I said did you go through the process of bankruptcy court to change the loan? Lawyer said they have no paperwork from them. I was trying to refinance in the fall. I had a call from XXXX XXXX and did not complete the application. I sent the email showing unfinished application to my lawyer. And also email from XXXX XXXX asking me to finish my application. I think they are scamming me. Using unfinished application.
Company Response:
State: IL
Zip: 60490
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A