Date Received: 2021-11-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Cooper, who is my current mortgage lender, consistently sent me promotional materials to lure me into refinancing with them and to take advantage of historically low rates. Their targeted communications were borderline harassing and took the form of letters, emails, and several phone calls from sales people on a weekly basis for several months during 2021. When I finally got lured into their " promotion '', they sent me a " preapproval '' letter after complying with submitting requested documentation ( W-2s, credit report, verification of employment, etc. ), as well as other electronic paperwork and requirements. They informed me that I must pay {$500.00} for an appraisal. I told them that I didn't have that money at hand and would have to wait to gather the funds. Mr. Cooper 's representatives continuously pressured me into paying for the appraisal for weeks. They directed me with one of their " trusted vendors '', XXXX XXXX. This company sent a local appraiser, XXXX XXXX, who spent a total of 15 minutes at my house. Her appraisal was incorrect, and came in thousands of dollars lower than the true assessed value. When contesting this, both Mr. Cooper and XXXX XXXX were unresponsive and shifted the responsibility and blame to each other. I provided both organizations evidence of properties in my vicinity that were selling well over {$300000.00} multiple times in my emails. In fact, 2 years ago, I had placed my home on the market listed at {$270000.00} and had an offer at {$270000.00}. The sale did not go through, and I had explained this to both Mr. Cooper and XXXX XXXX. Two years later in the current XXXX market, it doesn't make sense that their appraisal would come in at {$250000.00}, which is significantly lower. I also asked them to revise and correct the appraisal report, which they refused to do. As a result, my refinancing did not go through as promised on their pre-approval letter. They offered to refinance, but the offer was not attractive to me, as they were now rolling in thousands of dollars in fees, coupled with a higher than anticipated rate. After much frustration, wasted resources, unanswered questions, and back and forth with both Mr. Cooper and XXXX XXXX, the appraisal report was never corrected, I lost {$500.00}, and Mr. Cooper did not take ownership of this error, nor did they advocate on my behalf as their loyal customer. Mr. Cooper is complicit with XXXX XXXX, and together they mislead their customers like me to pay for an erroneous appraisal report with a lower than market value, to subsequently corner their customers into accepting a higher than promised interest rate, and rolling in thousands of dollars in fees. This is a scam, and they are not looking out for the best interest of their customers. Their predatory lending practices seek to make a profit at the expense of their customers, who they bring to their mercy by luring them to " refinance '', partnered and complicit with XXXX XXXX who intentionally provide a lower property value under their directive, and roll in thousands of dollars in " '' refinancing fees ''. Below is the last email I sent Mr. Cooper, pleading them to advocate for me as a customer. I have also attached the erroneous appraisal report and other documention : I just spoke with XXXX XXXX from XXXX XXXX, and they indicated that any corrections need to be addressed with my lender ( Mr. Cooper ) via a " portal ''. Therefore, I am reaching out to you again and requesting you give XXXX the directive to either correct this false report or request a full refund on my behalf since they will not respond to my request. The updates and corrections to the appraisal report are as follows : Page 1 : " neighborhood boundaries '' - my neighborhood/home is bordered by XXXX XXXX XXXX XXXX NOT XXXX XXXX to the north as indicated on the report. XXXX XXXX is a totally different zip code and neighborhood, and XXXX XXXX XXXX XXXX from our address. This neighborhood 's value is also not as desirable as the neighborhood where the house is actually located XXXX XXXX XXXX XXXX in XXXX, WI XXXX ). Page 1 : the report indicates 1.0 bath when the home has 2 full baths Page 2 : the appraisal report indicates 1.0 baths again vs. 2.0 baths Page 7 : the appraisal report indicates 1.0 baths again vs. 2.0 baths Page 8 : the appraisal report indicates 1.0 baths again vs. 2.0 baths Page 14 : the appraisal report & side view information indicate 1.0 total bathrooms Page 15 : the appraisal report has pictures and evidence of 2.0 bathrooms, but does not reflect this in the entirety of the report It is my expectation that this information be corrected and these corrections be reflected on the report and appraised value. When giving them examples of other properties sold within my neighborhood/property, below is the information I provided : These are recently sold examples within the 6 month timeframe in addition to the examples below : XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX sold on XXXX for {$320000.00} ( mentioned below ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX sold on XXXX for {$330000.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX sold on XXXX for {$340000.00} I am also attaching the seller 's report that indicates 2 full bathrooms at our property. With the current erroneous appraisal report, does the refinancing go through? I understand XXXX is a vendor, but why would Mr. Cooper partner with such an unethical and unprofessional company that jeopardizes the experience and and finances of their loyal customer base? I hope you and your superiors take this feedback seriously and reconsider your relationship with them. This has not been a positive customer experience. As I mentioned below, there are multiple errors throughout the report that I outlined below that they must correct. Mr. Cooper is the liaison because you sent me directly to them, and XXXX refuses to communicate directly with me. I still can't understand how XXXX can provide an erroneous report that Mr. Cooper validates as part of the refinancing process. Again, I invite you to review their horrible ratings and business practices on line. Sincerely, XXXX XXXX XXXX
Company Response:
State: WI
Zip: 53222
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I've sent letter to the research dept submitted on XX/XX/XXXX still awaiting a RESOLUTION ON this issue that started in XXXX when I refinanced through Mr Cooper ( Nation Star Mortage ) this was supposed to help the customer it's been nothing but stress & nightmare for me To whom it may concern I'm very disappointed in the refinance dept! My refinance has been nothing but a nightmare & I've nothing but issue after issue & questions & concerns since the start of my refinance in XXXX everything the refi dept told me they weren't gon na do they did & so much more. They took my escrow when I asked it to be transferred into my new loan escrow account. Even explained i didnt want my escrow to be in the negative & now I'm in the ( XXXX ) in my new escrow account & my house payment has increased from XXXX to XXXX due to the ESCROW issues the refinance dept caused me! I learned that they should've & could've offered me a check for my escrow balance in the amount of XXXX & I wasn't given any options. I was told no money out of my pocket title search no appraisal no this no that ( Streamline loan ) & I paid out of pocket for title Co XXXX filled out all my bi-weekly papers before I went on medical leave ( total XXXX XXXX so i could heal without stress! Still on medical leave ) Told all was good skip XXXX payment as im 1 month ahead & pay XXXX in full i did just that I the amount of new house payment XXXX. I call on XX/XX/XXXX asking why did you not take out my XXXX XXXX they say well your not set up & I'm explaining yes i submitted everything in XX/XX/XXXX you said it was all good it was not & they charged me XXXX to take my house payment for XXXX! I have the email & XXXX & email for XXXX XXXX at my work email where I scanned it all in & submitted the XXXX XXXX which still isn't going thru & I call & was told pay XXXX in full XXXX I did that & I filled out XXXX XXXX again and mailed it back I called to assure it was received & yet again they cant set up XXXX XXXX unless i pay another full payment by end of day on XX/XX/XXXX when i just paid a full payment for XXXX on XX/XX/XXXX as i was told so the XXXX XXXX could go in effect. They proceed to tell me they still can't start XXXX weekly then why did you send me another XXXX XXXX form & not do what you said you would! This company is by far the worst the right hand has no idea what the left hand is doing and nobody within knows how to communicate with each other much less communicate with myself the customer everytime i call its always someone new & i get told something different XXXX supervisor ( the refi boss ) couldnt answer my questions oh ill figure this out im confused ill read this ( does he not check his peoples refi papers? ) & ill call you back ( im still waiting ) another supervisor ( wouldnt even talk to me ) instead pushed it off on the customer service lady to tell me they were gon na send the XXXX weekly form & she did but they didnt set it up i was lied to & i even stated how do i.know i can trust you people after all the crazy XXXX your company has done to me & she gave me her name & never got passed the form & phone calls because everyone i talk to oh ill get to the bottom of this heres my # & my email but guess what NOBODY has returned my calls/emails its like they could care less the stress they've caused me! I filled out all my paperwork did what I was told needed I needed to. I did my part & it's time someone with Mr Cooper acknowledges this WHOLE situation created by their refinance dept & takes accountability & I was due a refund of XXXX I never received. I've screenshots emails etc! I've been complaining & calling & emailing since the refinance XXXX & nothing has been done nor resolved. I've friends whom warned me do not refi with Mr Cooper & I had no reason to DISTRUST Mr Cooper at that time. However I now know why my friends warned me. Look at the mess I'm in due to their refi-dept! I've talked to a supervisor in refi-dept & he was even confused with my situation & upset with his staff & he never returned my call as he said he would. I've talked to many customer service representatives whom all stated the refinance dept gets ALOT of COMPLAINTS. I can definitely see why. Ive talked to title Co, escrow dept, escalation dept customer service etc & NOTHING has been done nor resolved. I just want this whole situation resolved. As I'm tired of fighting with this mortgage company that put my escrow in the Negative & I know they heard me loud & clear as when I stated TRANSFER my escrow balance to my new escrow account. I had this happen to a friend & I didn't want it to happen to me I had XXXX in my escrow now its in the XXXX & they did not follow through with my request of transferring my escrow balance into my new loan escrow account as I had asked & getting my XXXX XXXX set up they accomplished nothing correctly with my entire refinance process. I think the refinance department is sketchy & after all other issues ive had past the refinance dept. This XXXX I feel they think that I'll just give up my fight & walk away like the other customers. I wished I would've listened to my friends warning as I wouldn't be so stressed over Mr Coopers refinance dept has put on me! Any questions feel free to contact me. Sincerely XXXX
Company Response:
State: IL
Zip: 629XX
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am the third party assisting XXXX XXXX with submitting his documents to Mr. Cooper. Per the previous complaint filed, Mr. Cooper stated in their denial letter dated XX/XX/2021 that XXXX XXXX ' original loan modification request was deined for the alleged failure on XXXX XXXX part to turn in requested documentation. When Mr. Cooper was contacted and informed that XXXX XXXX had not been aware that there was any missing documentation in XXXX and simply received a denial notice for assistance followed by the notice to foreclose, Mr. Cooper agreed to postpone the foreclosure sale date until XXXX XXXX, 2021 to provide time to submit a completed package and/or alternative to foreclosure workout option since the home has equity. The new loan modification package was submitted in XXXX and we were informed the foreclosure sale date would be placed on hold. To this date, XXXX XXXX, 2021, neither myself or XXXX XXXX has ever been able to speak to a representative in the loss mitigation or loan modification department despite multiple and formal requests to contact by XXXX XXXX, myself and the multiple customer service representatives. Paystubs, tax returns, hardships letters, proof of additional supporting income documentation has been submitted without confirmation of review, acceptance or denial. Meanwhile, the forelcosure sale date has gone from being on hold to being active and scheduled to foreclose tomorrow, XXXX, ber XXXX, 2021 per a Mr. Cooper customer service representative. This is all despite the recorded conversations had on multiple occasions with Mr. Cooper representatives last week apologizing for the lack of communication and guaranteeing the foreclosure sale date was being postponed. Our file contains multiple written emails, documented phone calls and logs. In addition, the calls with Mr. Cooper are recorded and monitored for quality assurance. Our phone calls, including today 's, are hours in length of holding time only to have no one able to comment or advise on the account. This is also a VA loan and the borrower has stated that the experience we are having is the same he had, however, in the company 's response, they blame the borrower for not being responsive, communicative and responsible to the denial of his loan modifcation. As I write this complaint, the line with Mr. Cooper has once again been disconnected while I was holding for almost an hour to speak with a supervisor for assistance. Our records will show this has been happening throughout our attempts to help this homeowner.
Company Response:
State: CA
Zip: 91505
Submitted Via: Web
Date Sent: 2021-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX mortgage payment was not processed properly. I always send XXXX money orders in the same envelope by express mail. I sent XXXX money orders, {$500.00}, which they showed they received and {$680.00} to pay {$1100.00} XX/XX/XXXX2021 payment. The {$680.00} which they did not process, which was inside of the envelope. Mr. Cooper did process the {$500.00} but not the {$680.00}. I made my XXXX call on XXXX/XXXX/21 for them to investigate, I never received a call back. On XXXX/XXXX/21 when I called to inquire, I was told that everything was corrected and was showing that the account was up to date. On XXXX/XXXX/21 when I called to check for the XX/XX/XXXX2021 payment was processed correctly. Again I was told everything was done abd processed. When I asked if the fee that they charged for XXXX payment was reversed and credit information was corrected I was told no. At that point I asked to speak to a manager. Put on hold, waited for an hour and nobody ever came back on phone. I waited to get my next statement which arrived on XXXX/XXXX/21 to make my XXXX 1,2021 payment. On the statement it is showing that I am due for 2 months. XXXX/XXXX/21 called Mr. Cooper and they now say that the payment has been reversed back out and I need to send them documents. I said they should be able to pull documents from when they received this express package and documents in envelope. I asked to speak to a Manager and they would not transfer me to a manager or escalate to higher up.
Company Response:
State: MA
Zip: 01902
Submitted Via: Web
Date Sent: 2021-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX mortgage company is claiming " no payment received '' for XXXX 2021. I made the payment electronically through XXXX Bank, and have provided them copies of the payment receipt, provided them with the electronic payment number, and also emailed a copy of my monthly bank statement showing payment deducted.. I have been actively disputing this since XXXX, and have been charged late fees, penalties and never credited the payment to my account.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I bought my home in XX/XX/XXXX. I have always had my mortgage with my escrow tied in with the mortgage and automatically withdrawn from my checking account. Then XX/XX/XXXX I was in the process of refinancing my mortgage at 2 % Fixed rate and take {$20000.00} cash that I had in my investment of my home and make some necessary accommodations to my home because I have XXXX XXXX. I didnt realize what was taking XXXX XXXX so long to get my loan completed because I had an 820+ credit score. Then late XX/XX/XXXX rolls around and I get a call from another mortgage company that I thought I would let them see about refinancing my mortgage. I had people giving me bids for the modifications to my home and the mortgage lender called me back named XXXX to tell me that this Mr. Cooper company had turned me into the credit bureau for defaulting on my mortgage payment. I didnt know who Mr. Cooper was so I called the corporate office in Texas and recorded my conversation with the customer service representative named XXXX and a consumer affairs department representative on XX/XX/XXXX and asked for their consent to record the conversation. They agreed. I asked them who they were because they could not pull up my mortgage by my name, address, phone number or social security number. Then they asked me for my soon to be ex-wifes phone number and it pulled up the account. My name and address were on the mortgage account with XXXX XXXX because my wifes credit sucked. However I was told that I signed certified mail from Mr. Cooper but the company had no return receipt from the certified mail. Then the conversation lasted well over 45 minutes and I was told numerous times that I didnt owe Mr. Cooper anything because my mortgage was paid in full. I told the company to send my free and clear loan documents to XXXX XXXX XXXX in South Carolina but they had no idea where my mortgage was at? I have been back and forth with this company over a month now and no resolution. This mortgage company is a fraud and in my opinion they have committed mortgage fraud. I have never missed anything to pay until this guy comes around. I finally found that certified mail that my wife through a bunch of my mail in my yard and I have my vehicle that she is driving on my camera and discovered a a lot of my mail in my yard. I found the Certified Mail in my stolen mail but that letter was never opened and no one ever signed for the mail so that explains why that company of Mr. Cooper didnt have a returned mail receipt of delivery from me because the entire service mail receipt was still attached to the mail. I know how many he has done this to and I am wondering know how many more he has done this to because I have emailed them and told them that Mr. Cooper is responsible for paying my property taxes, my home insurance and send me my lien free mortgage and he was to fix my credit. I wasnt asking him to do anything, I was telling him what I expected. I feel like I am being discriminated against by the company because of my disability of XXXX XXXX, my gender, sexual orientation and my race. I am XXXX XXXX, XXXX XXXXXXXX and XXXX but I am to the point where this XXXX XXXX XXXX XXXXXXXX is ruining peoples lives and I worked XXXX years for the state of South Carolina and was told that I had to retire by the Governor because he and many of my colleagues in South Carolina saw my health deteriorating and they knew that I would not last another year working like I was. I retired from the state of South Carolina, I am XXXX my wife of XXXX years because of her XXXX with another man, I am fed up with people lying and being discriminated against by others because of a disability that they cant control or their heritage. I am not at Liberty to say the Agency that did my XXXX XXXX but irrelevant to that, we are consumed with XXXX XXXX and evil and immoral people in this Country and running this Country. This Mr. Cooper appears to be running a Pyramid scam and needs to be held accountable and responsible for their criminal actions. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. However this Mr. Cooper company is a criminal company and I want to see my mortgage, XXXXredit score fixed, taxes paid and my homeowners insurance coverage paid because consumers like myself are people that are being taken advantage of because of a company like this and I would have never known that Mr. Cooper had my mortgage and was threatening to forfeit on my home had I not looked into refinancing my mortgage in XXXX and then XX/XX/XXXX. Unethically and immorally corrupt at the expense of XXXX I need your help because this company has my mortgage XXXX day and XXXX days later I am told that they dont have my mortgage. I am fighting a XXXXXXXX XXXX of XXXX XXXX and I cant get any help with this company causing me to lose my home. Can you please help.
Company Response:
State: SC
Zip: 29720
Submitted Via: Web
Date Sent: 2021-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since XXXX XXXX XXXX This company has systematically prevented me from obtaining true reason to why my all of my modifications are being denied AFTER they give a invalid explanation of their reasoning AND then when i do show proof of their errors, and patterns of violations of FACTA caused by their own omission they never received timely docs on multiple modification denials causing unnecessary harm that could have been prevented so my point is had they Secured my documents all along this wouldn't have harmed me and i wouldn't have a bunch of complaints .Mr cooper has continually violated section 12 U.S. Code 5219 - Foreclosure mitigation efforts of the Dodd frank act cause they haven't fulfilled their part of the bargain by Securing my information properly and accurately depicting exactly what my ability to repay etc then I never get a real explanation as to why after they are caught in their lie.. I mean they could have said we saw a error but NOTHING. then it caused serious stress and financial harm that was unnecessary.. I mean its thanksgiving and im still at it with this servicer that wont do the right thing and even when they are compelled by Cfpb etc they jsut stiff judgments and hurt more people with their polices .. whose the chief compliance officer of this company?? one must be called to task for the ineptitude of this farce attempt at compliance with federal and state regulations that were simply put into place to protect all consumers
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I paid off this mortgage a month ago. We received our escrow refund check in the mail yesterday, but no documents where included with it. Today I had to contact NationStar to specifically request the lien release, escrow statement, and final mortgage statement. They e-mailed the lien release and escrow statement but they refused to provide us with our final mortgage statement that shows principal paid, interest paid, and final balance of zero. I need that mortgage statement for my records. I am entitled to it. What are they hiding?
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: documents would be given to servicer on time and I never got notification in writing on the days of that my loan modification application has been satisfied or complete. I do recall getting emails stating to log in onto the Mr. cooper website but no document until AFTER a decision was made and this has cause a lot of harm because of the inaccuracy and untimeliness of the loan servicers employees
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2021 i got a email PDF from mr cooper stating that they addressed my complaint when i said they were falsifying information in relations to a XXXX modification. The letter and the XXXX enclosures are not representative of the EXACT situation there are multiple XXXX singed on different Years used to respond to this specified complaint there are multiple income sources that are attributed to Other modifications that were used to respond to this XXXX situation in which i was was referring to were Documents were kept and i was penalized for untimely filling or they needed more documents or it was because of affordability. The sheer disrespect of the law and magnitude of what this could represent is ALARMING. I CANT BELIEVE TAX MONEY IS GOING TO A FED ENFORCEMENT AGENCY THAT ACCEPTS BLANTANT MANIPULATON!!! look at all my complaints i know ive rambled etc but ive always referred to one specific instance and then would say this has been a ongoing situation. Now its right there in plain view they LIE and said its backed by XXXX /CFPB because they just reproduced documents that they always have had only to deny me when it suited their purpose .... when its affordability they claim i don't file on time when im referring to timeliness and produce proof then it its missing documents when i show that the docs weren't missing then i have to resign cause they need a new signature or they lost a upload on their server or affordability etc.. THIS IS MADDENING THIS IS A NIGHTMARE ... documents were never missing or lost unless they wanted it to appear that way!!
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A