Date Received: 2021-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper a mortgage provider recently took over my mortgage from another company. I got a letter recently that they did not pay the insurance on my house even though the money has been in escrow. Ive tried calling them a few times and either keep getting put on hold or they let me speak to someone who is working from home who clearly isnt qualified to handle anything related to mortgages. The couple people I did speak to tell me that they cant get anyone on the phone from my home owner insurance company. I find that hard to believe that is the case. While i was on the phone with them they were magically able to get a hold of someone. After that the call got disconnected and the agent from Mr. Cooper said he would call me back or send me an email stating it was taken care of ... ..none of this has been taken care of. I did not ask nor did I have in any say in having Mr. Cooper service my loan. They are extremely hard to get anyone on the phone to help talk to and haven't fixed my issue. When they finally offered to help with a resolution I asked for an email confirming the issue was resolved they offered to send a fax ... ..its 2021 and they cant send an email? This company has very bad business practices and seems to be ran from someones garage. I did not ask to do business with them and its unfair how they treat their customers.
Company Response:
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started a modification in XX/XX/2020 with Mr. Cooper. They put me on a trial payment plan and then I experienced a hardship because of the pandemic and coronavirus.. mr. Cooper contacted me and advised me that theres options to have a forbearance program which I can defer payments up to 18 months. They promised me and assured me that after the modification and forbearance is done theres going to be a payment option available so I dont have to pay a lump sum payment. For the last 60 days Ive been going back-and-forth with Mr. Cooper because theyre sending me notices saying that I have to pay {$46000.00} upfront for the deferment? Ive spoke to multiple representatives there and they assured me and promised me and the phone calls have been recorded on their line saying that they would help me after the payment plan relief program is over due to the coronavirus pandemic. Now theyre telling me that the investor will not allow me to modify my mortgage since I already had a modification started in XX/XX/2020 they are expecting me to pay {$46000.00} upfront as a lump sum payment or I have to face foreclosure. This is not right I feel that Ive been taken advantage of based on poor customer service and horrible advice from Mr. Cooper. I have a XXXX XXXX home mortgage conventional loan and I need help! Please have someone call me as soon as possible at XXXX
Company Response:
State: MI
Zip: 48315
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To XXXX XXXX of Mr. COOPER and calls answered by night as Nation star and that you responded to my complaint of loan no. XXXX in an email dated XX/XX/21 at XXXX unfairly to me. First, prior to our phone discussion that I had already called your company several times and by giving my identifiers to them about my loan above. They all confirmed it was my loan but said that there were no property attached. Then I spoke to you whom promised to research and provide details from the papers I faxed to you and please share those papers with the CFPB. After you received my papers and I called everyone started saying the loan number did not exist in your system. Then you sent to me, BELOW, Hi XXXX, This document explains that prop was purchased in another name of another through XXXX XXXX. I would call XXXX XXXX as we no longer have anything to do with this loan. Mr. XXXX you promised me to be straight and honest with me about the Fraud you now know is exactly what your looking at and trying to conceal it. I demand that you reveal all factual evidence to the CFPB so that they can deal with you.
Company Response:
State: MI
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To XXXX XXXX of Mr. COOPER and calls answered by night as Nation star and that you responded to my complaint of loan no. XXXX in an email dated XX/XX/21 at XXXX unfairly to me. First, prior to our phone discussion that I had already called your company several times and by giving my identifiers to them about my loan above. They all confirmed it was my loan but said that there were no property attached. Then I spoke to you whom promised to research and provide details from the papers I faxed to you and please share those papers with the CFPB. After you received my papers and I called everyone started saying the loan number did not exist in your system. Then you sent to me, BELOW, XXXX XXXX, This document explains that prop was purchased in another name of another through XXXX XXXX. I would call XXXX XXXX as we no longer have anything to do with this loan. Mr. XXXX you promised me to be straight and honest with me about the Fraud you now know is exactly what your looking at and trying to conceal it. I demand that you reveal all factual evidence to the CFPB so that they can deal with you.
Company Response:
State: MI
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: I already did many complaints but there is no resolution, mortgage company give us forbearance due to Covid and lost of job then the last forbearance end on XX/XX/2021 and until now they put as in modification fromXX/XX/2021 and they said they will take up to 30 days up to now the answer from Mr Cooper is different from different associates, and until last call is your modification is underwriting review for more than 4 months now and we dont know anything about what the other options and they want us to pay what we own around XXXX dollars please help us First we dont know what kind of loan our house? I already send them a month payment after the forbearance end but to returned back. Second why mortgage company not help us as the government said so what we have to do and what the options before we loose our house please please help, we need to know what type of loan we have do we can looking for what help we can get for the type please please help us thanks
Company Response:
State: FL
Zip: 34655
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/2021 Nationstar/Mr.Cooper, did a credit correction on my XXXX credit report dispute on XX/XX/2021. When I checked my other credit reports I notice Nationstar/Mr.Cooper has not updated and correct my XXXX and XXXX credit reports. My mortgage Loan account is current and I would like this error fixed.
Company Response:
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar claimed my house was foreclosed last XXXX ( XXXX ) and sale date was recently set for XX/XX/XXXX. I never received any notice of either hearing or judgement based on non-appearance ( only mail required regardless of receipt ). I have numerous correspondence with Nationstar including CEO asking for help in resolution before this action and never given responses or options. Prior, Nationstar had erroneously foreclosed and had took title of house in XX/XX/XXXX. I had an XXXX XXXX which was to avert disclosure and pay off most of the following year expenses for taxes and insurance. Foreclosure was vacated in XXXX but title not reversed until XX/XX/XXXX!!! after numerous appeals to company and lawyers. As a result of title issue, I could not buy insurance and taxes XXXX XXXX % due to loss of homestead appeal. In the meantime, Nationstar sold the loan first to XXXX around XX/XX/XXXX. I notified XXXX that I wanted to get forbearance under CFPB regs for lenders to " double down '' on helping borrowers avoid foreclosure. XXXX denied any knowledge of CFPB. I sent request in writing and never got response. Apparently, same lawyer represents both Nationstar and XXXX. Recently, loan was again sold to PHH with my asking for forbearance and no knowledge of CFPB requirements. Last week, I discovered that another party bought " mortgage '' of $ XXXX that was to be forgiven after staying in house for 2 years, apparently hindered by the change in title. Lawyers for Nationstar have been very uncooperative. Not returning calls for 10 days, taking almost a month for getting payoff data full of mistakes, refusing to even respond to my attorney in a timely manner when I am facing eviction in less than a month. I had a buyer but the delays and title issues may jeopardize. I believe that the law firm colludes with Nationstar to drag out responses until time runs out. I have already written to Secretary of HUD regarding the failure to follow procedure during the foreclosure process last year. I am now seeking help with CFBP to help. I have further evidence that the foreclosure may be in retaliation for a prior complaint sent to CEO of Nationstar. Further, the total lack of acknowledgment of CFPB existence and " double down '' efforts by banks probably impacts many who didn't work for the Secretary of HUD at one point and read through the regs. The lawyers avoid answering questions and providing answers. I fear that many other foreclosures will be made regardless of CFPB rules. Help!
Company Response:
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2021-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Had a mortgage with Mr. Cooper for 15 years. I was approved for a forbearance plan in XXXX, XXXX, as I was unemployed during Covid. I was initially approved for 6 months initially, and then received 2, 3 month extensions. On XX/XX/XXXX, they claimed I requested to be taken off forbearance. They did not produce an written document, and/or verbal/email as I was still unemployed and never requested. I then got them to reinstate me XX/XX/XXXX. I then sold home and paid of entire Mortgage in XXXX, the next month. I have a {$0.00} balance with Mr. Cooper. However, in applying for my next mortgage, the underwriters stated Mr. Cooper claims I " ... did not make my XXXX payment while under forbearance ''. This defies logic as I did not pay any payments during those 12 months. Even if I did not " pay '' XXXX as they claim, it would have been classified a late payment since I paid entire mortgage in XXXX. While credit companys do not show this on their records, XXXX XXXX and Mr. Cooper do and its preventing me from obtaining another mortgage. Mr. Cooper refuses to help despite many calls and emails. I even submitted a XXXX report on this and yet, no action taken by Mr. Cooper to correct. I need your help! Thanks
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was under XXXX where I had ZERO issues. I had requested a forbearance due to COVID. Back in XXXX of 2021, I contacted XXXX to get out of forbearance and back on paying my mortgage. I selected the option to place the amount deferred to the end of the loan. I completed all the paperwork they sent me and XXXX them back on the XXXX of XXXX. Days after I, received notification that Mr. Cooper was now going to be servicing the loan. I set up my online account and contacted them regarding the forbearance and when I could make my first payment. I was instructed they were honoring the paperwork from XXXX so I didn't have to worry about filing new paperwork. I went weeks before they could even tell me anything on my account with the switch. Then they tell me it will be fine and that it has been approved, yet my account still says I owe $ XXXX. My online account even says I am not allowed to make payments at this time. When I called about it two weeks ago they tell me it was sent to accounting to be paid. Still it reflect the $ XXXX balance. When I called the other day, I was told that I would have a payment until XXXX but I asked what happened to the XXXX payment the paperwork said I had to make. The guy said he saw nothing about XXXX, then he reviewed the paperwork and said oh, yeah I see it does show you are 30 days late. I have been calling them and being told a supervisor would call me back and nothing. They are trying to make me several months late, so it gives me more problems when trying to get back on track. As they are a debt collector as well this does not surprise me. They are trying to steal more money from me from their lack of response and work. No one there can tell me anything and I would prefer a different servicer on my mortgage. Mr. Cooper should lose it license to service mortgages as they lie to the customer to get them off the phone and do not return calls.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I lost my job in XX/XX/XXXX because of Covid 19, my employer lowered my pay rate and stopped my medical insurance and got a new job but this job doesn't pay me as much as the older one but I do get Medical insurance and in the future I will be making more money than my old job ... ... .I had a balloon payment on my 2nd mortgage and I tried to refinance with the lender Mr.Cooper but since I'm also going through a divorce I have to refinance on my own and I did not qualify for the refinance, my options that I did not know about were told to me by the lender a week ago, but now is too late because my balloon payment matured on XX/XX/XXXX and they say I missed the date to do a forbearance because of Covid 19, with a forbearance I could've more time to pay off more of my debt and also get another raise at my present job and now I'm been force to sell my American dream home... ..I don't think is fair that the lender withhold that information from me. I tried to refinance with other companies but I only got a lock rate that I can't use if I don't get a co-signer or if I have XXXX dollars in the bank by XX/XX/XXXX
Company Response:
State: CA
Zip: 91766
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A