Date Received: 2021-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX veteran and I have recently been able to make additional payments on my mortgage. My mortgage company is Nationstar LLC, subservicer for XXXX ( my bank ). I began making these payments on XX/XX/XXXX with a payment of {$500.00} on principal. Since then, I have been making {$1500.00} payments on the first of every month. The additional principal shows up in my payment activity, and is applied on the XXXX of that month. The first issue I had was when I made a payment on XX/XX/XXXX. I paid {$1500.00} toward principal using the same payment option I use every time. They have another option to pay, which I've used once, where you pretty much make another mortgage payment with interest and escrow included, plus additional principal. The payment gets split. I didn't like that option, so I haven't used it since. When I made the {$1500.00} payment in XXXX, they messed it up and applied it like the second option, instead of applying it only to principal. I noticed it on XX/XX/XXXX and sent a message. They had it corrected by the XXXX of XXXX. XX/XX/XXXX, I made a payment of {$1500.00} toward principal, which can be seen on my savings statement and was confirmed later in a phone call to XXXX. On the XXXX of XXXX, it wasn't in my payment activity, and wasn't applied to my mortgage. I sent a message to Nationstar on XX/XX/XXXX and explained that I had made a payment, and it is missing. On XX/XX/XXXX they sent a message back stating that additional research was needed as well as any supporting documentation related to my inquiry. On XX/XX/XXXX I sent them my savings statement showing that {$1500.00} had come out of my savings account and went to my mortgage account. XX/XX/XXXX they replied with a message stating that additional research was needed, and to wait XXXX days for a resolution letter. XX/XX/XXXX I received the resolution letter. The letter had only addressed the payment mistake in XXXX that was corrected on XX/XX/XXXX, not my missing payment. XX/XX/XXXX I sent them another message stating that they haven't addressed the correct issue, I have made a payment that is now missing, and that it didn't seem as though anyone actually looked at the proof I sent. ( Today ) XX/XX/XXXX I received the same standard give us XXXX days message, followed by another message with the same resolution letter I was given before about the already corrected XXXX payment. At this point, I am getting nowhere with Nationstar. It doesn't seem as though anyone is doing anything to help me. I have lost faith that if I keep making my additional payments they will go to my account. I planned on having my house paid off by XX/XX/XXXX, and saving over {$20000.00} in interest. I feel like Nationstar is going to miss that {$20000.00} and that they're making this difficult intentionally.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had my annual Escrow analysis with Mr. Cooper and was notified I would have a shortage in my escrow. I paid the amount of the escrow shortage and added another {$1000.00} to my escrow account. I was informed I could either pay the amount of the shortage or have my payment go up. I elected to pay the amount of the shortage. The funds I gave them for my escrow where never applied and they increased my payment starting in XXXX and notified me they would again be increasing it in XXXX due to a shortage in my escrow. How can I have a shortage when I not only paid them what they said they needed but extra also? I was also told when I called them regarding this that if I paid more into my escrow I would have my monthly payment decrease. I tried to speak with them about it and they just kept telling me my taxes went up. I get taxes go up and there might be a shortage but I paid that then I was told there was another analysis done on the account and because there was a surplus in the amount over {$25.00} they needed to refund my money by law. They just keep running me in circles. They refunded me $ XXXX of the {$12000.00} I sent them for the shortage. I have no idea what they did with the portion they kept and if they where going to refund me money why in the world didn't they keep the amount of my shortage. This just does not make any sense. Also they increased the amount they took out of my checking account for the payment without my authorization. I don't understand how they can take funds from my account like that. Thank you for your time
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX # XXXX was helping us with a cash out refinance and after we paid for the appraisal we decided to cancel and not move forward with the entire process. ( I attached the documentation when I let XXXX know twice and even called XXXX ) I never received a response from XXXX and because of that they went ahead and contingently approve the loan which means they were never told this loan was withdrawn at our discretion. XXXX never let anyone else in XXXX department know as they confirmed they were not aware. XXXX is breaking XXXX agreement with having an NMLS and not doing what the consumer wants and truthfully it seems XXXX proceeded with the loan to collect gains, as in maybe XXXX receives incentive kind of like XXXX XXXX. I am extremely disappointed and upset over this situation with XXXX and the company and XXXX needs to be watched as XXXX is not aware of how lending works and how important having an XXXX really is
Company Response:
State: IN
Zip: 46323
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am looking to sell my house, and applied to pay off the mortgage balance in early XX/XX/2021 ( US {$8000.00} ). I am in touch with Mr Cooper, and have tried to trasnfer the pay-off amount twice now from my XXXX XXXX XXXX account , and twice Mr Cooper have rejected my payment. I am urgently seeking a mortgage discharge document, and their continual rejection of my funds is now causing me legal problems with my house sale. I am even in touch with the board of directors of Mr Cooper, but nothing seems to work with this organisation. I am currently working in XXXX and spending nights trying to sort this mess out, so stressful... Please help?
Company Response:
State: CT
Zip: 06851
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I did a refi in XX/XX/2021 to lower my mortgage payment. The refi paperwork reflects my escrow account was fully funded & accounted for in the refi. In XX/XX/2021, the mortgage company refunded me {$3400.00} as a surplus in my escrow account. My assumption was that the refi caused this overage. On XX/XX/2021, I received notification that my escrow account was now short about {$3500.00}. I logged in to the property tax accounting website for my county ( XXXX ) and saw that the first installment of property taxes was never made and there was a {$200.00} late fee assessed. I do not receive property tax notifications due to the escrow account. Mr Cooper has indicated they paid the {$200.00} late fee out of their own funds, not out of my escrow account. But now my house payment has increased {$270.00} a month as a result of theor mismanagement of my escrow account. The fees I paid to do the refi were a complete waste of my money because now my payment is even higher than it was before the refi. This is all the result of their error & misuse of my escrow funds. They should be penalized for this activity, it is deceptive to lure me into a refi with the promise of a lower payment & then misuse the escrow funds, resulting in me having a higher mortgage payment.
Company Response:
State: IL
Zip: 60008
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a loan with Nationstar Mortgage LLC d/b/aMr.Cooper. I am completely current with my monthly mortgage payments but they reported to the credit bureaus that I made my XXXX payment late on XX/XX/XXXX when in fact it was made on time on XX/XX/XXXX and duly posted and credited to my account. I am in the process of trying to refinance this loan and when my mortgage broker brought it to my attention today, she said this very much hurt my chances for getting a refinanc Thank you, XXXX XXXX
Company Response:
State: ID
Zip: 833XX
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/21 I made my monthly mortgage payment for the monthly amount due XX/XX/21, using Mr. Cooper 's online portal specifically for that purpose ( not the portal for additional principal payments. Mr. Cooper nonetheless designated my payment as a principal payment, putting me in danger of being delinquent on my monthly mortgage payments. Upon learning of this on XX/XX/21, thankfully in time to prevent a delinquent payment, I contacted Mr. Cooper via phone, message, and chat requesting that the misapplied payment be corrected. Mr. Cooper employees agreed to correct the error but refused to provide written documentation on the date my monthly mortgage payment was due other than what I could print or capture from the screen of the Mr. Cooper web portal. Additionally, an employee told me that Mr. Cooper is in the practice of applying payments specifically designated as monthly payments to principal and refused to provide assurance that future payments will be applied to monthly payments per my express direction.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Cfpb, I am wrongfully being threaten with mandatory State pre-foreclosure notices by my mortgage company Nationstar/ Mr.Cooper. My Loan is current and in good standing. I am not in default on my loan, and I am not in a active bankruptcy. Cfpb, Look at my XXXX and XXXX XXXX and XXXX Credit Reports. My bankruptcy was removed from my credit report in XXXX. Cfpb, Look at the Terms and Loan Type on these reports. Compare it to my XXXX Credit Report XXXX. Under my modified Home Affordable Modification Agreement. [ The terms ] of this Agreement and [ Loan Type ] has been changed on my XXXX Credit Report XXXX. They have been changed to the old terms before my modification. My Transaction Payment History has been Altered. Transaction number ( XXXX ) is my Loan Modification REF # XXXX, Effective date XX/XX/XXXX. Principal {$49000.00}. Escrow {$430.00}. Total Amount XXXX. This information is on my Mr.Cooper Detail Transaction History. Date is XX/XX/XXXX. On My Mr.Cooper Transaction History dated XXXX XXXX Transaction number ( XXXX ) has been Altered. Transaction ( XXXX ) now says Defer Interest. Transactions XXXX have been Altered.
Company Response:
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During XX/XX/XXXX, requested COVID help and applied to Mr. Cooper for a loan modification. Also, asked Mr. Cooper mortgage rep to remove unauthorized ESQ XXXX XXXX XXXX XXXX name from my mortgage statements. In which XXXX without my consent added his name & address to my mortgage statements from XXXX until PRESENT. On many many occasions I have asked XXXX XXXX to update fo my home address MD. After XXXX stop accepting my calls asked Mr. Cooper rep to 3-way in which in the phone call said he no longer represent me. So far, a stall & no modification yet
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Since the pandemic started we've continued to request Mr. Cooper to lower payments and/or interest rates. We have remained in XXXX with no relief because if we can not afford the payment to the trustee, the filed of dismissal will then turn into foreclosure. Our attorney has not been able to assist, but did tell us Mr. Cooper refused to lower payments because we refused to accept a forbearance which would only place payments at the end of the loan. Our attorney advised against this. Afterwards Mr. Cooper has turn down every request made to them including lowering interest rate that gives them {$700.00} in payments, and only {$200.00} towards our principal.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A