Date Received: 2021-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This loan started at XXXX XXXX and was sold to XXXX XXXX XXXX and then to Mr. Cooper. I have been trying to get a loan modification from Mr. Cooper for several years now after suffering a brain injury in XXXX of 2014 car accident. I have fully recovered from the accident and my income has stabilized ( although reduced due to XXXX ). Since this loan is not XXXX XXXX or XXXX XXXX loan, the investor has been unable to offer a loan modification that would lower my payment and defer a portion of the loan balance. I really want to keep my home and would like a fresh start to resume payments. There is also another issue of insurance claims that were processed through the lenders but the insurance money was never returned to me. I had to complete the insurance repairs with my own money instead of with insurance money which hurt my situation even more.
Company Response:
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I became unemployed in XXXX due to covid. My mortgage lender Mr Cooper if XXXX Texas allowed a forbearance of 18 months which ends XX/XX/XXXX. Despite proving I am now employed and can resume my monthly mortgage payments the advised me unless I pay the entire forbearance amount of {$36000.00} I must short sell or do a deed in lieu. They said XXXX XXXX will not allow for a refinancing of my property. This is completely unfair and I am requesting help. XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: mr. cooper mortgage company has taken incorrect amounts out of my escrow account for my XXXX XXXX 's XXXX as well as for my yearly taxes- as you might imagine, for way more than they were supposed to. I've contacted mr. Cooper via phone and chat now well into double digits and every time it's just more lies and deceit. My insurance company ( XXXX XXXX ) threatended to cancel my policy due to lack of payment bc mr. Cooper didn't pay it out of my escrow account as promised. I contacted those XXXX and they told me we sent a check, oh well that its been a month and might bc lost. I kept getting jerked all around to departments without help. I was told that the payment was stopped and that they would send a new check. Finally, the check made it to XXXX in time before losing all of my insurance but then the first check is still lost. mr. Cooper refuses to cancel it and now my escrow account has a negative balance. They refuse to help of pay me the money that they stole from me. They haven't verified anything with me and just steal my hard earned escrow money. Additionally, they overpaid my yearly tax amount XXXX XXXX as well. I have letters proving the amount and they overpaid that w/o asking me before hand or verifying anything. They keep blaming XXXX XXXX and now the county- telling me that its my problem and figure it out with them. Meanwhile, my escrow account has a negative balance and I can't afford to pay for anything going forward because of them.
Company Response:
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently refinanced my existing mortgage with XXXX which was transfered to nationstar/mrcopper for loan servicing/escrow. as part of closing i had to show proof of home owner insurance/purchase a new policy with my existging insurer XXXX. mrcooper has claimed they have no proof of insurance on file for me and to go to their website www.mycoverageinfo.com/mrcooper to upload it. when i attempted to put my info to look up this information throughout the last 2 months and most recently to XX/XX/2021 my account cound n't be located despite having a proper loan number and online account to pay my mortgage with them. I filed a complaint email to them cc'ing their CEO as well as attaching proof of insurance regarding the faiure of their website as well as keeping my proof of insurance through title company. My bf refered me to this company and they did the exact same thing. he also filed a complaint with the CFPB on his mortgage re : mr cooper/nationstar mortgage " loosing proof of insurance '' this seems to be a pattern of abuse of claiming to have lost this information on new accounts so they can double bill insurance premiums for people who do not pay attention. We advised them we noticed this pattern as this is two seperate accountss between us with the exact same pattern.
Company Response:
State: CA
Zip: 95815
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Reporting crdito on my credit report that dont belong to me : XXXX information is on my credit
Company Response:
State: CT
Zip: 06830
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, my mortgage lender company is Mr , Copper and in XXXX due to Covid-19 hardship, I had difficulty keeping up with my mortgage and I enroll in the program to stop payment till getting back to work and repay my debt. in XXXX My total year-end mortgage was {$11000.00} and I paid up to {$8400.00} and my Unpaid balance was {$3000.00}. in XXXX I total years-end mortgage was {$11000.00} and I paid up to {$16000.00} as per request and some point I called in Mr copper and report that I am getting charged over what I actually owed, and they do not have you directly talk to anyone they just take a report and sent it out to other departments to resolved the issues and do not give any email or confirmation number about the call, give you nothing at all so I do not have any proof of my call and that was the reasons that I called for, they just know about it and kept saying will be resolved in XXXX to XXXX hours and it is been going on and on and they kept asking for money by as of XX/XX/XXXX I have over paid them for {$1700.00}, I someone from Mr , Cooper who said that she is only one that I can talk to, and she at beggining had agrred that I paid up to a month of XXXX and later she changed her word around and when she found out that the mortage payment and i was making she deposited under the XXXX insted of mortage payment and made me to keep paying for mortage which I have already made. her name is XXXX XXXX this is a copy of now they are requesting another payment for the month of XX/XX/XXXX, I like to know where did go the mortgage payment I have made? why I can not ask for help but only XXXX XXXX XXXX. she is the one who made the mistake of taking my monthly mortgage payment and depositing under different locations. her email : Thank you for allowing me the opportunity to assist you today. I will be your single point of contact. My direct contact number is XXXX, please call me directly if you have any questions. XXXX XXXX XXXX XXXX XXXXrom XXXX A.M. ( XXXX ) to XXXX P.M. ( XXXX ) XXXX XXXX ( XXXX ) Executive Resolutions Team ( P ) XXXX Thank you.
Company Response:
State: VA
Zip: 20164
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2021 RE : Foreclosure Sale TS No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX ext XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TS No : XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX Please stop the sale of our home. Request attached to this email. Please help, the auction sale is scheduled for Monday, XX/XX/2021. I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it. I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home. We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date. On Monday, XX/XX/2021, if no resolution is in place by that time, our home will be sold. I have exhausted efforts to achieve an affordable mortgage, because the investors, to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution. If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home. Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced. Our primary goal is, and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan. This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear. If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort. Please help. Sincerely, XXXX XXXX Property Address : XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our mortgage on XX/XX/2021, with XXXX XXXX XXXX XXXX within the closing documents, it showed that they were transferring our loan to Nationstar Mortgage, LLC d/b/a Mr. Cooper. Our first payment was due on XX/XX/2021, the paperwork for this was very confusing. The paperwork included two different payment coupons, one for XXXX XXXX and one for Mr. Cooper. I was not sure who Mr. Cooper was and have never heard of what I thought was a him, so I set my payments up in my Online XXXX XXXX XXXX XXXX to go to Nationstar Mortgage, LLC, in the amount of {$1700.00}. Payment due was only XXXX. In the confusion the loan number for XXXX XXXX was entered in place of Nationstar Mortgages loan number. The payment was sent to the correct address at Nationstar Mortgage. XXXX XXXX sent my payment on time to Nationstar Mortgage via electronic transfer. After the XXXX of XX/XX/2021 we received a phone call that are payment for XX/XX/XXXX and XX/XX/2021, had not been received by Mr. Cooper aka Nationstar Mortgage. At that time was when I found the loan number error and corrected it in my XXXX XXXX XXXX XXXX XXXX. XX/XX/2021, I notified XXXX XXXX that the payments had not been received by Nationstar explained the error that I had made and asked if they could track the payments. XXXX XXXX opened two claims to research where both payments went. XX/XX/2021, XXXX XXXX sent me an update for the claims that were opened and said that they had sent the payments to Nationstar as I had requested. XXXX XXXX stated that they would work with Nationstar Mortgage to determine what information they need to locate and/or refund your payment. XX/XX/2021, XXXX XXXX advised me that Nationstar Mortgage had advised that the payment had not been posted to our account and that it was sent with the incorrect account number in which the correct loan number had already been updated. XXXX XXXX faxed proof of payment to Nationstar Mortgage at XXXX to the attention of Research with a request that our account be properly credited. XX/XX/2021, XXXX XXXX notified us that Nationstar Mortgage advised that the payments were still not posted to our account as well as all the above information as advised that we should follow up with Nationstar Mortgage and they ( XXXX XXXX ) closed my claim. I spoke to Nationstar Mortgage on XX/XX/2021 and they advised me that I needed to send the copies of the bank statements showing the payments highlighted and circled in red, in which I sent to XXXX. XX/XX/2021, XXXX XXXX reached out and stated that Nationstar Mortgage sent them the same info that our payment had not posted so XXXX XXXX again faxed proof of payment. All the while we had been receiving relentless phone calls from Mr. Cooper asking for payment in which we would go through everything again with each new person that called. Our XX/XX/2021, payment had been received and applied to the XX/XX/2021 Payment. Note : These payments are not for the amount due they are {$250.00} over the amount due extra to be credited to principle. During this time, we had been on the phone with Mr. Cooper and XXXX XXXX together on a couple of occasions. XX/XX/2021, we gave up of the people who were calling us and reassuring us that they are going to help and asked to speak to a manager. We were transferred to what Mr. Cooper calls their escalation team. We spoke to someone who sounded like that were really going to help. They asked for our bank statements again and be sent directly to them via email and we were given a direct phone number to contact this person. This person opened another research claim and were going to keep tabs on it. XX/XX/2021, we received an email from our contact that they had checked on the research claim and that it had not been assigned to anyone but showed that it was to be completed by XX/XX/2021. XX/XX/2021, we received one of our routine calls from the collections department and they stated that the notes said that they needed copies of the proof of payment from the bank again. So, we sent our escalation contact person an email with the copies of the proof of payment from XXXX XXXX. XX/XX/2021, we received notification that, that person would be out of the office from XX/XX/XXXX through XX/XX/XXXX returning on XX/XX/XXXX. I left phone messages for this person on XX/XX/XXXX an XXXX XXXX. XX/XX/2021, we received an email from our contact stating that the research department was unable to locate the funds. So, they put in another request again including the bank statements and escalated it. With an apology for taking so long. XX/XX/2021, left a message for contact person, to check status. XX/XX/2021, we received routine collections call with the person calling saying that they can see all the information including bank statements and proof of payments in the system and that they would try and help. Have never heard back from this person. XX/XX/2021, we sent another email to our escalation contact asking for an update we received a email back saying that there had been several requests put in to Mr. Coopers research department and they continue saying that they were unable to locate the funds. XX/XX/2021, sent an email in response asking what else they need? Everything that we have sent them shows that Mr. Cooper has the money. XX/XX/2021, sent an email to the contact person stating that we would like the name and contact information for their manager. The contact person responded by asking for copies of the checks. XX/XX/2021, sent an email stating again that there are no checks XXXX XXXX electronically transferred the money and we have sent documentation with transaction numbers from XXXX XXXX on several occasions. XX/XX/2021, called contact asking for status. Left message. Received email from contact apologizing that their phone system was down. All the request that has put in have said that they are unable to locate the payments and that they need proof of payments. They attached the bank statements that we sent to their manager to see what else they can do. XX/XX/2021, sent an email to the contact asking for an update. XX/XX/2021, received an email from contact saying the same thing as in the past, and asked if we would call the bank for confirmation numbers that shows that the funds left their bank. ( Note : When we are getting collection calls everyone, we speak to could see the documentation from the bank in our account. ) XX/XX/2021, sent email to contact stating we will get back with our bank again. Called XXXX XXXX and spoke to the XXXX XXXX Claims department. While on the phone XXXX XXXX added Mr. Cooper to are call. XXXX XXXX sending them the information again. Agent from Mr. Cooper said he was going to investigate it. All payments have been made to Mr. Cooper on time and in the amount of {$1700.00}
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or about XXXX XX/XX/2021, I applied for a loan with Nationstar Mortgage /Mr. Cooper ( XXXX XXXX ) led me to believe that after pulling my credit that I was qualified for this loan, and the next step and or process would be simple, he would get the loan to underwriting, I would get an appraisal. The loan should close in about 30 days, and I attached correspondence to support this statement. At no time during this process did anyone from Mr. Cooper indicate that I would need to meet additional guidelines and or requirements under the VA. As a result of this loan request and application has affected my credit score and worthiness. I am sure Nationstar Mortgage XXXXMr. Cooper has an ethics policy. My ask is simply that those employees who are involved with this loan and loan application be held accountable in accordance with the procedure. From my past experiences, when employees start making unethical decisions, its because they feel leadership would or has allowed it. I say this because I lost my first home to XXXX XXXX XXXX. If you review the case, you will find similarities.
Company Response:
State: PA
Zip: 17408
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage on my primary residence with Mr. Cooper ( Nationstar ) has been in pandemic-related forbearance since I lost my job in XX/XX/XXXX. I agreed to a loan modification in XX/XX/XXXX, but they have not sent loan modification documents. I keep calling them, but all they tell me is that it is " in process. '' But it is affecting my ability to refinance a Home Equity Loan ( HEL ) on my vacation home that has matured and will soon be in default. I have had several pre-approvals for HELs, but I'm told they can't close until I make three monthly payments on my modified mortgage. Mr. Cooper says they will reject any payments I send until my mortgage is modified. But they aren't sending me the documents! So they are holding me XXXX. Once my HEL defaults, my credit will be affected and I may not be able to get a loan. I suspect Mr. Cooper is stalling on mortgage modifications until interest rates go up, so they can keep higher interest mortgages they hold from being refinanced. Mine is currently 5.25 %. Are other people having the same problem? If so, this is a scam.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A