Date Received: 2021-12-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I made an inquiry with Mr Cooper, my current mortgage lender, about refinancing my home loan. My only goal was to lower my interest rate, not pull cash out. I made this exceedingly clear. I responded to an email I received from Mr Cooper, that stated, check your interest rate, but when you click it, it gives you phone number, not the rate. So I had to speak to a loan officer. I know that loan rates are known for my zip code and loan amount. I currently have 2.75 % and all I needed to know was there a lower rate for my area, or have rates risen due to inflation? XXXX XXXX XXXX ID XXXX, refused to give me that information, instead insisting that he needed to pull my credit, just to see what loan rates are in my area. I'm furious ... I understand I need to qualify for any given rate, but credit did not need to be pulled, hitting my credit report with an inquiry, just to see what current rates are. This guy was using aggressive sales techniques, only trying to improve his sales stats that he probably uses to make his money. I'm sure he's a sales based commission earner. My XXXX is in the neighborhood of XXXX and my husband is @ XXXX. I monitor it. I could have told him that just so we could have a conversation about rates. But no, he wanted to be sure I suffered a consequence if I chose not to refinance. He suffers nothing thus far, based on his interaction with me, and with this complaint, I hope to rectify that. He needs to understand clearly his sales techniques are disingenuous and dishonest. Mr Cooper, his employer and my current lender just lost my loyalty. Supposedly our conversation was recorded, so it took place on XXXX @ XXXX PDT.
Company Response:
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I XXXX XXXX NEVER GAVE XXXX, XXXX, XXXX ANY WRITTEN CONSENT TO REPORT THIS INACCURATE ACCOUNT ON MY CREDIT REPORT. NO WRITTEN CONSENT IS IDENTITY THEFT. THEY ARE IN VIOLATION OF 15 USC 1681B UNDER FDCRA.
Company Response:
State: NY
Zip: 11429
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my mortgage payments during XXXX due to unemployment. I have been trying to work out a payment arrangement with Mr. Cooper, # XXXX, to pay something towards the arrears to prevent my home from being sold at auction at the XXXX XXXX I have working with the XXXX XXXX XXXX of XXXX XXXX DC. But do not qualify due to the outstanding amount due is more than XXXX. I have been a XXXX XXXX resident sent XXXX and do not want to lose my home. I feel that Mr. Cooper should provide me an opportunity to stay in my XXXX now that I have been working for the past several years. I have been working with an XXXX, XXXX XXXX XXXX on a pro bono basis and Mr. Cooper is not cooperating with her on my behalf. I am reaching out to your office to seek assistance to stay in my home. Thank you
Company Response:
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'm disputing a mortgage loan # XXXX, in which I have been denied for a loan modification after being in a Forbearance plan offer by Cooper when Covid 19 pandemic started. I have been placed into the Forbearance plan since XX/XX/2020 in which Cooper extended for 18 months this program claiming that I was going to received a solution. Now I have received a denial letter stating I have to reinstate my loan or else they will proceed with reporting my credit report that I am in delinquency and proceed for foreclosure process. First I want to start from the beginning when all this financial hardship started. When the government announce that we were under the Covid 19 Pandemic and that everybody had to stay at home obligated as a Government mandatory Shut down. This cause me to be into a burden hardship because I was able to work and with this also my tenants when thru the same situation were they couldn't pay me rent. This cause me to get delinquent with Mr. Cooper and they promise me a solution by placing into the Forbearance in the meantime government were going to come out with a solution. Now they are stating on the denial letter the reason of why I have been denied Insufficient Monthly payment reduction in which I never requested any reduction I only request a Deferral of all payments in which I was not responsible for what happen with the Pandemic. I was never late on my mortgage payments since the last recession of XXXXI am requesting for help to save my property I willing to accept any solution to keep my property.
Company Response:
State: CA
Zip: 90262
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi, I utilized the pandemic forbearance plan offered by my lender, Mr. Cooper, to delay my monthly mortgage payment on my condominium in New York. I called Mr. Cooper to have the balance tacked on to the end of my mortgage as the forbearance plan was ending. They somehow have no record of this. I then asked them again to simply reinstate my monthly payment, and they have denied it and are trying to threaten me with foreclosure. I would like the CFPB to intervene and tell these frauds that they can not do this.
Company Response:
State: NY
Zip: 10011
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper has withheld information that allows me to sell my property. They have demonstrated predatory practices and should be held accountable to the fullest extent of the law. On XX/XX/21, I requested a loan payoff to proceed with closing on that day. I was told Mr. Cooper recently acquired my loan, and they have no information for a least a week. I called for weeks, after several calls ; it was over a month before Mr. Cooper provided a payoff in midXXXX. I request full reimbursement for the daily interest accrued and any fees associated with the delay caused by Mr.Cooper. This company and its representatives have intentionally delayed providing the requested documents. This practice is unfair. They need to be held responsible for the unnecessary cost and stress they inflict on consumers.
Company Response:
State: MD
Zip: 21204
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper Mortgage : Refinance XXXX XXXX : Closing date : XX/XX/2021 My escrow balance was {$6100.00} ... We signed escrow transfer authorization for them to transfer our escrow balance to the new loan with Mr. Cooper. A debit of {$5400.00} was taken from my escrow account and balance sent to me. Instead of transferring my escrow balance to new loan they used it to pay down the old loan. We did not authorized to do this. Closing cost : Sec XXXX : Initial Escrow payment at Closing : A total of {$9200.00} was included in my loan to cover escrow due XXXX 2021. A credit of {$5400.00} was never put in my new escrow account and it was not sent too me. My total escrow balance should have been : {$15000.00}. This was enough to pay my taxes and insurance of {$9600.00}. Since the {$5400.00} was never put in my new escrow account I now have a negative balance of {$200.00}. I have contacted Mr. Copper and each department is blaming the other for the mistake. I have letter dtd XX/XX/2021 from XXXX XXXX, XXXX, XXXX. saying they did transfer the balance to new account, but can not provide any proof of credit.
Company Response:
State: FL
Zip: 32065
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Another Lie again from Mr. cooper They claim they're sending resolution letters when they are only acknowledging the complaints to only stall then ask for redundant information that was already supplied .. they had 1040 already on file from prior years they had itemized information from my unemployment when the total income provided from the government itself 4056t was signed yet in XXXX when i provided updated income after they waited for the XX/XX/XXXX mod to expire then the next year they say they still needed a 1040 when i haven't even filed taxes for that year so all the information would have been provided on the prior 4056t showing nothing was filed yet they kept up with the narrative that they NEED my 1040 along with the same documents less than 60 days from a person with a fixed income from the government. I email MR cooper and told them i would agree to a modification but im not incorporating extra interest cause it wasnt my fault on the delay and they have lost paper work or lied since the beginning BECAUSE OF THIS COMANIES hard stance i had. Where in these letter dated on the days they say do you se a RESOLUTION??? Its more trickery with words and schematics because time and the government is always on their said All of the of these DENIAL DAYS ARE MISLEADING since XXXX Mr cooper has YET to produced a complete concise modification documentation that shows all instruments that were necessary to consider my worthiness but they supply a lot company propaganda that keeps them marginally compliant within the definitions of federal and state laws where do these resolution letters fall within the 1024.35 Error resolution procedures. statutes?? Because MR cooper says the magic catchphrase we determined that no errors are committed all is forgiven and lets proceed with our cover up and designed foreclosure process Mr cooper You need extra time to pull documents that should be readily available on your server? You disingenuously send form letters in attempt to show you're compliant but its just that you're a PROFESSIONAL SWINDLER if its not a 4056t you need a 1040 if not that you need a hard ship affidavit or you need income and all this is being SUPPLIED DIRECTLY TO YOU AND YOU STILL DROP THE BALL .... these attachment show on the day cooper claims i got a " resolution letter '' it was just acknowledgment of complaint and when deadlines were needed to be met I MET THEM and then they allowed this to be drawn out and then i got very upset about the lost of time and the accumulated interest and after EVERYTHING I ENDURED I HAD ENOUGH OF THIS!!! please MR COOPER SHOW ME WHERE THESE " RESOLUTION LETTERS '' RESIDE ON YOUR PLATFORM I SEE COMPLAINT ACKNOWLEGEMENT LETTERS COME ON USE YOUR BIG BRAIN AND TELL ME HOW THIS ISNT MISLEADING AND HOW YOURE NOT TRYING TO FABIRACTE THINGS TO YOUR OWN END MR COOPER
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: this is relations to the complaint that was closed XXXX XX/XX/XXXX XXXX XXXX this is ONE of MANY Root causes of this entire fiasco. They are saying that I didn't supply a signed 1040 and another 4056t which isn't true cause it was supplied in XXXX of XXXX. They say that they were trying to help and how is it helping when a 4506 t is USED TO REQUEST A XXXX MR COOPER XXXX PUT THAT IN THERE in XXXX of XXXX so i did see they required me to supply something i already gave authorization to do moths ago and i send them a nice little email to the same person on this letter too tellign them im not supplying REDUNDANT INFO sosee MR COOPER that is how you stall and you know i was waiting for the cfpb process so don't act like you were helping Then you XXXX and XXXX saying in this letter that you " this time Mr. Cooper is only replying to XXXX XXXX XXXX in writing as a result of abusive emails and phone calls directed towards our staff '' ( i haven't talked on the phone with your company SINCE XX/XX/XXXX when you LOST MY approve trial MODIFCATION IN THE MAIL!!! ) HOW DARE YOU!!! MY WIFE IS DEAD and We suffered for years from your company ineptitude forcing foreclosure constant barrage of phone calls being transferred every which way being told XXXX etc and you turn this on me like I'm attacking you standing up for my rights when i come for help and you LOSE PAPERWORK FABRICATE EVERYTHING THEN put this on me like you're PROVIDING CHARITY and your hands are tied when you Blatantly XXXX XXXX XXXX asked ANY OTHER TIME EXCEPT WHEN THEY WERE WRONG IN XXXX of XXXX about a signed 1040 all modifications prior only requested a 4056t and it was good so what changed and why wasn't my authorization to obtain my income tax records not sufficient I didn't provide another 1040 because MR COOPER had a SIGNED 4056t already so what redundancy are you talking about are you talking about you changing the terms o a modification without letting me know or asking for information you already have cause i see where MR COOPER conveniently takes liberty and recognizes docs when they want them and it suits their legal threshold but when they are at FAULT they say they have a modification on file for me ( even though im complaining on the original mod they messed up on in XX/XX/XXXX ) SO since you're offering me another modification for more interest thus giving you more money that's that but then i send it on time and you drop the ball nothing to see here I SHOULD HAVE BEEN APPROVED XX/XX/XXXX AND JUST LIKE I STATED IN PRIOR this is your tactic to exhaust people and force them into foreclosure with lies from your lack for service and you going to take this personal??? YOURE one of the largest servicers in the nation and its your job to service this loan appropriately and when documents are received you need to do your job and you didn't and the balance is almost XXXX XXXX XXXX and im at the brink so I APOLOGIZE if im not civil to you. YOU HAVE LIED AND CAUSED SO MUCH PAIN SO I APLOLOGIZE I EMAIL YOU AND COMPLAIN AND CALL U NAMES AND INSULT YOUR CREDENTIALS but i never did anything criminal or anything uncommon that would warrant you to defame my character like im a problem and you are a innocent party. if you wanted me to provide you more redundant info with a signed 1040 it was never explained vis disclosure and MR COOPER KNOWS I was adamant all documents were sent on time yet they sent documents out of sequence with missing information or mismatch years on to get out of being liable for negligence and dereliction of duty FOR YEARS MR COOPER HAS BEEN ALL ABOUT FORCLOUSRE EVEN WHEN I TALKED TO YOU NICE PLEASE STOP PLAYING LIKE A VICTIM AND BE HONEST FOR ONCE. YOU MESSED UP EVEN BACK THEN AND PLACED BLAME ON ME IM THANKFUL FOR A PANDEMIC CAUSE I WOULD HAVE BEEN ON THE STREET!!! YOU clearly see in this email Years ago i wanted to know about a ACT 91 ( that i never got or never understood it ) don't you notice like i was so confused and scared and nobody HELPED AT ALL!!! MR COOPER PLEASE STOP LYING!! had i been able to make a informed decision i would have had this handled with the ACT 91 at the very beginning How many times DID I call in for that HOW MANY MR COOPER???? SO YES MR COOPER YOU ARE A PREDATOR you changed the terms of the modification only to suit your purpose, You called on the phone even thought i told you for more than a year not to call me, You have and third party terrorize my home with notes under the door or knocks like their law enforcement you make defaming comments about me to regulatory authorities that aren't true and you lose documents and cause unnecessary interest to incur on a loan you also change the terms of important dead lines you use words purposefully like charity or no response when you know in fact I have told you I HAVE money to pay my mortgage and that I'm not trying to get out of paying but after LOSING so much you have to give too and do the right thing you claim im unresponsive and you know its a lie i email you every time when i see a error to which you DO NOT REPLY TO ME BUT YOU REPLY TO REGULATORY AUTORITIES TO REMAIN COMPLIANT. All facts I apologize for saying personal things about the chief compliance officer and anyone else associated with the emails but this is after multiple PATTERNS of abominable service and conduct of your tenants MR COOPER SHAME ON YOU!!!!!!
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute in regards to the items on my credit report. It has been well over 30 days and I have not received any investigation results.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A