Date Received: 2021-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went to pay my mortgage as usual and when I logged in to Mr. Cooper website my mortgage went from XXXX to XXXX without notice. I contacted my closing attorney and loan officer and they told me the servicer is incorrect. The servicer has me down for XXXX in property taxes but the XXXX 's where I live gave me documentation showing my taxes is XXXX. I have been getting debt collection calls. my payment is still showing as if I didnt pay my mortgage. they said it is a partial ; payment. They tried to charge me to pay over the phone because the website does not give you an option to input an amount to pay.
Company Response:
State: SC
Zip: 29016
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar/Mr. Cooper added an escrow payment to my mortgage some months back and have yet to remove it causing me to pay an additional {$300.00} a month. The reason I'm complaining is there were never any taxes owed on my account with the city, the city even rejected the payment Mr. Cooper sent stating in a letter to Mr Cooper that " we reject this payment because there are no taxes owed on this account '' Instead of removing the escrow then, Mr Cooper keeps it on my account and continues to collect an extra XXXX a month from me ; I pay it because if I don't they will say I defaulted on my payment. This has been going on since XX/XX/2021 and till today they still are applying an additional {$300.00} a month to my mortgage. When I called today they said the City and County of XXXX XXXX has still not returned the payment, when the City and County of XXXX XXXX doesn't return checks, they destroy them as told to me by the clerk at XXXX XXXX tax office and the fact is they never received the payment from Mr Cooper because the county rejected it in the first place as the account was in good standing.
Company Response:
State: CA
Zip: 94122
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Mr Cooper, loan # XXXX originated XX/XX/XXXX for a property at XXXX XXXX XXXX XXXX, XXXX, ID XXXX. After losing my job and having vacant apartments due to the pandemic, I requested and received pandemic relief in XX/XX/XXXX. By the fall XXXX I was paying my mortgage in full and making extra payments and advised XXXX XXXX that I no longer needed COVID relief. At that point I was less than 2 months behind in my payments. I was advised that I had to call to make payment arrangements. When I called, I was offered three options : pay the past due balance in full, add it to the end of the mortgage or create a payment plan to pay the unpaid balance over six months. I took the last option. On at least three occasions, after long waits, I was asked for income and expense information, the additional amount I was to pay monthly was calculated ( I was already paying more than that amount over my regular payment ). Each time the agent advised me that they needed to verify the plan with their supervisor, would go off-line for some time, advise me they could not reach their supervisor and that they would handle it later and they would be in touch, then nothing would happen until I received more threatening letters about late payments. Each time I called, there appeared to be no notes on file that I had previously called. Finally, on the FOURTH try in XX/XX/XXXX, I was able to create a payment plan. I was now only one payment behind. Then I applied to refinance another property. When my credit was pulled by my credit union, it showed me as 30 days past due on my mortgage in both XX/XX/XXXX and XX/XX/XXXX. I called Mr Cooper to ask them to remove this, they refused. I filed a protest through XXXX, it was denied. I called Mr Cooper again and was told that it was because I had used the payment plan option AND that it would not have happened had I continued pandemic relief, paid in full in XXXX or added the balance to the end of the mortgage. And that they had told me this during the application process. They absolutely did not tell me this or I would never had selected this as an option. In contrast, mortgage relief from my other mortgage company ( XXXX ) involved answering a half dozen questions on their website and adding the unpaid balance to the end of the mortgage. No hassle, no long wait times on phones, no financial repercussions. Mr Cooper has potentially cost me thousands of dollars in interest as I have missed the lower interest rates that were available in XX/XX/XXXX and I was unable to buy a home for my brother that we were in contract to pay cash for and as well all know, real estate prices have increased significantly in XXXX. All because my credit score had dropped 20 points below the threshold for the best interest rate available due to Mr Cooper 's actions. The company clearly thinks I am a good credit risk because I regularly receive offers to refinance or get a new mortgage through Mr Cooper I have had mortgages since XXXX and have never previously missed a payment. Thanks in part to my good credit, I have been able to acquire three small multi-family properties with modest incomes and significant equity. Had it not been for Mr Cooper 's derogatory remarks, I would likely now own another property and my cash flow would have improved. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ID XXXX
Company Response:
State: ID
Zip: 83702
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage was transferred from XXXX XXXXXX/XX/XXXX to Nation Strar Mortgage LLC DBA Mr. Cooper on XX/XX/2021. Since the transfer date was XX/XX/2021, XXXX payment was made to XXXX XXXX XX/XX/XXXX, but Mr. Cooper is claiming they should have received XXXX payment thus my account would be delinquent if I do not pay. To avoid any negative reflection on my account or credit, I have gone ahead with another payment with Mr. Cooper, and I have tried to resolve this issue with both banks for the past several months. However, On XX/XX/XXXX of 2021 loan was transferred back to XXXX XXXXXX/XX/XXXX and Mr. cooper has stopped responding to my request. XXXXXX/XX/XXXX transferred loan amount : {$320000.00} Mr. Cooper claimed transferred loan amount : {$320000.00} Mr. Cooper has over charged {$2000.00}
Company Response:
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made every payment on time for 30 years, never missed a payment!!! Every year the servicer reviews escrow. Any shortage I pay in full. When the current servicer, Mr Cooper, took over the mortgage servicing I did the exact same thing when they offered me the opportunity to pay in full or over time in XX/XX/2019. I paid {$1700.00} for an escrow shortfall along with my regular payment. This is where they started the problem. For some unknown reason they misapplied the funds and started billing me for the difference, holding up funds, charging fees and penalties. I continued to make my monthly payments according to the monthly statements sent to me. The following year was another escrow accounting and my monthly payment lowered. As I had for 29 years and according to their statement, I started my new payment on XX/XX/XXXX. Since XX/XX/2019 Mr Cooper has played by their own rules of applying funds and penalties on a regular basis. I have communicated with them in writing almost every month asking for corrections as I neared payoff of this loan, 30 years this year. On XX/XX/2019 I spoke with XXXX ext. # XXXX who stated it was their mistake and they would correct it. On XX/XX/2019 a written notice was sent priority mail again asking for correction. ( receipt available ). On XX/XX/2019 I spoke with a XXXX XXXX XXXX who said again they would straighten the account out. In the mean time nothing changed ( and still nothing has changed ). Mr Cooper continued to misapply funds in an unapplied funds account there by counting payments late even though every payment has been made at the amount stipulated on the new statement account at the beginning of each year. I continued to make the payments and the loan should be paid off in full. AND, are you ready for this, my last payment due on this loan was returned in stead of paying off the loan. The check that was sent to me from Mr Cooper labeled my XXXX payment as a payoff shortfall and refunded it to me in full. Now they are trying to foreclose because they returned the last payment. I do not have the ability to scan or upload documents. BUT every item in this complaint has a matching document to support what I have written.
Company Response:
State: FL
Zip: 34957
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Conversation was started w/Mr. Cooper and homeowners at XXXX XXXX XXXX XXXX XXXX, Texas XXXX. Phone calls and complaints were made to get to the reason of why we should be in bankruptcy and there is no reason we should. Mr. Cooper confirm a pass due amount of {$6500.00}, while the HELOC is {$2900.00} and additional amount due to HOA. Homeowners are compilating a dismissal of XXXX. However, Mr. Cooper has said there was no room to have this loan modified. Payments can not be lowered and the terms aren't negotiable. Given the present state of emergency around the world with COVID-19 being a factor causing the deaths of significant love ones, we can not see how this investor refuse to modified this loan. We would like an explanation to cfpb as well as homeowners.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted another lender for a refinance and they contacted my current lender. Current lender ( Mr. Cooper ) charged me {$20.00} for PayOff statement. They did not disclose this fees to me nor ask my approval to pull the payoff statement. On XX/XX/21, I contacted Mr. Cooper Customer Service and they said this charge is automatic and they can not waive. I like this fees to be waived as this is not with my approval. I did not refinance the loan and the loan is still with Mr. Cooper
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Champion Mortgage says my property insurance is in good standing @ XXXX dollars, yet I received a letter from Champion Mortgage that says they are going to foreclose because of my property insurance. Also, Champion Mortgage tells me to continue making monthly payments to eliminate the default balance. Champion Mortgage is accepting my monthly payments at the same time they are foreclosing on the default balance. This sounds like unfair double jeopardy and the foreclosure should be removed immediately. Yes, immediately, my request.
Company Response:
State: TX
Zip: 77904
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Champion Mortgage ( XX/XX/2021 ) says my property insurance is in good standing @ XXXX dollars, yet I received a letter from Champion Mortgage that says they are going to foreclose because of my property insurance. Also, Champion Mortgage tells me to continue making monthly payments to eliminate the default balance. Champion Mortgage is accepting my monthly payments at the same time they say they are foreclosing on the default balance. This sounds like unfair double jeopardy and the foreclosure threat should be removed immediately. Yes, immediately! This sounds like a crooked scam.
Company Response:
State: TX
Zip: 77904
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I never gave permission for my loan to be sold to Mr. Cooper/Nationstar. Unfortunately, I hear it's totally legal. Anyways, their company is TERRIBLE. On my first mortgage payment, they took double what I owed, on the XX/XX/2021 and XX/XX/2021. I've been trying to get it back unsuccessfully for XXXX weeks now. As a result, our bank account balance is negative and we have received penalties from our bank that we must now pay. Also, the entire situation is emotionally and financially stressful. I wish we could choose who our loan is sold to. This company is absolutely horrible.
Company Response:
State: CA
Zip: 90745
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A