Date Received: 2021-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a 15-year loan with Mr. Cooper and we are in the processing of paying off the home early. We have an auto-payment set to come out every month on the XXXX in the amount of {$2400.00}. Earlier this year ( 2021 ), we had an issue with Mr. Cooper applying " additional payments '' to our account instead of " principle only '' ( which was our intention ). The representative fixed the errors in our account and then recommended that we make our monthly payment ( auto withdrawal ) and then select " principle only '' whenever we make another payment that is for principle only. We had already been doing that and it was Mr. Cooper 's error for applying the payment incorrectly. There is a VERY SPECIFIC area on the app in which a consumer can select " make a one-time payment '' and then you can choose " principle-only Payment ''. However, Mr. Cooper continues to apply our principle-only payments as a regular monthly payment, then advancing the month the mortgage is due by one month ( this is not acceptable, we will pay off the loan early regardless ). My husband had to call them again in XX/XX/2021 to fix the same issue. The representative indicated it would be fixed. We made another payment today ( XX/XX/2021 ), principle-only in the amount of {$21000.00} and AGAIN Mr. Cooper paid XXXX to principle and withheld another " monthly '' payment one-month early. Mr. Cooper has still not corrected the " extra payment '' issue in XX/XX/2021. As consumers, my husband and I can not help but believe this is Mr. Cooper 's method for gaining advance interest payments and more interest than they should be collecting for a mortgage that will be paid early. Every time we try to reach Mr. Cooper, the recording indicates we will be called right back, in cue, the order of calls received. Instead, it takes them days to get back to us. If Mr. Cooper makes this a general practice across mortgages, essentially, they are collecting more and more money from consumers than they should be. Just with our last two principle-only payments ( Mr. Cooper applied incorrectly ), they collected another {$270.00} in XXXX interest and {$300.00} in XXXX interest ( EXTRA ). Regardless of our efforts to have this corrected, Mr. Cooper continues to allocate our payments incorrectly. We should not have to call them constantly to correct the issue when we are following the procedure exactly as we were instructed to do. Look at the hot mess they have made in our accounting ( attached ) as well as screen shots of the Mr. Cooper app where we make out payments.
Company Response:
State: UT
Zip: 84065
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has bought my mortgage loan as of XX/XX/2021. I have a closing date of XX/XX/2021 for the property I have the mortgage with. As of XX/XX/2021, I and my real estate lawyer have called both the original loan at XXXX XXXX XXXX and Mr. Cooper, and both banks are unable to provide me with a payoff letter.
Company Response:
State: IL
Zip: 60630
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had experienced being laid off from work due to COVID-19 and I entered into a forbarence with my mortgage lender. I kept in communication with them throughout forbarence. When I obtained work again I informed lender that I had started working and was ready to end forbarence. I hadnt started work yet and needed at least one paycheck to get on my feet again and start making payments. I was granted a partial repayment claim modification and paperwork was sent to me to be notarized. I obtained a local notary and submitted paperwork to mortgage company. I paid out of pocket for this notary. The mortgage company rejected paperwork stating that a subordinate page was missing a signature. I received new documents to sign. I once again paid for a notary out of pocket and immediately resigned and sent back the notarized copies. Once again mortgage company rejected the paperwork. I called to find out what was going on. It was stated to me that the papers were not done correctly. The notarys stamp had stamped over a letter ( one letter ) and that made them reject paperwork. They resent the paperwork to me and I again paid out of pocket to have them notarized. Once again the mortgage company rejected the papers. This time stating that the notary stamp was blurred and that they had misdated a document and crossed the mistake out. This was the reason they rejected documents. I phoned mortgage company an talked to them stating that I was concerned because I was under the impression that I was in a modification and that it had stipulations regarding a trail period. The mortgage lender told me that as long as paperwork was being processed that I was still covered under the forbarence. The mortgage company issued paperwork again and I met with a mobile notary that they supplied. Signed the paperwork and notary sent documents back to mortgage company. Once again they rejected documents. And again sent out new documents and a different mobile notary to which I signed and had documents sent back to mortgage company. These documents I have not been notified if they were rejected or approved. Meanwhile while all this was happening I had been attempting to make a payment in XX/XX/XXXXto stay current with any trial. Website would not allow me to make payments on my account. I called and inquired as to why I could not make payment and that I was concerned because of the trail period in modification. Was told that during paperwork of that modification I was not required to submit payment and they would not take payment until documents had been completed. Then as of yesterday I noticed my credit score dropped significantly and it was due to my late mortgage. I was devistated and confused to say the least not to mention terrified of the mortgage company hitting me with foreclosure notification out of the blue. I called and spoke with a few people as to what was going on. I told them that all of the times Ive tried to get the papers back to them and they keep finding little things to reject them. These reasons for their rejection are beyond my control and are at the notarys expense I even used their mobile notary twice and they still rejected the paperwork. The man I spoke to as of late told me that my modification was rejected due to paperwork. I started crying as this was not in my control and that I had call several times stating to such and asking what can I do to redeem situation as I needed my modification to process. I was reassured a few times that everything would be fine and to just hang tight while papers processed. Well they never accepted them to have them process and for little things they could have contacted the notary for to fix and process my modification. Instead I have taken a significant hit on my credit scoredeemed late of my mortgage of over 60 days. And to top it off they told me my modification would be rejected now. I dont see how any of this is right or to help me out after being laid off. I feel completely humiliated yet again and now have a lingering XXXX I dont know what I am going to do and now on top of all of this facade of them helping out their COVID 19 pandemic individuals they literally rejected any paperwork that would help me out and rejected my request for modification in the end. This is an outrage for them to fake that everything would work out and to let things process and to keep up with their shananagins and jump through hoops and pay money out of my pocket to meet their unobtainable demands of proper signing. I find this humiliating and hurtful Im so many ways. This by far has been the worst expirence I have ever been through. To top it off none of the mistakes on the rejected documents were my fault it was all them not liking a stamp, saying it was blurred and undated, claiming pages were not signed by notary that should have been and then claiming the page was missing after that. The directions on the paper work are not the best and on one said document they claimed wasnt signed by notary did not even list an area for notary to sign specifically. I am in dire need of some assistance because up until the COVID-19 pandemic I had always paid my mortgage on time and was a good mortgage holder since 2008. I love my house and do not want to loose my home its the only thing I ever accomplished in life from working so hard and I would absolutely be devastated and utterly humiliated. I am a XX/XX/XXXXand I have been serving the XXXX and the XXXX I have sacrificed my own health and well being for others and cont to service my fellow Americans the least someone could do for me is to help me out when Im in my time of need. Ive started working again and tried to make a payment in XX/XX/XXXX and was not allowed to do so. Now it looks as if I defaulted on my modification trail. I feel as if this all is a game that my lender is playing to force people myself included into for closure instead of actually helping them start to get back on track after this awful virus has almost taken everything from us all. I have a 30 year mortgage loan with Mr. Cooper which I was current and paid faithfully in for over 12 years ( mortgage started in 2008 ) I have over XXXX in equity on a refinance but at the time I needed help refinancing wasnt an option given to me forbearance only. This is not right and I deserve some help and I deserve to have a chance to claim what the federal government said is my right. I hope that this can be resolved because although Im working ( I have had two paychecks now ) I dont have the entire amount of XXXX if I did I prolly wouldnt have been in a forbearance or hardship. I feel like I have been put in a harder position then I was to begin with. If refinancing were an option when I needed help I could have refinanced lowered my interest rate and cashed out enough to cover home upgrades and never would of had a debit of XXXX lingering over my head because the refinance would have dropped my interest rate and my monthly payment but now since I went with what mortgage company offered me I am in a worse position than I previously was at risk for losing my home and in debt of XXXX and reported to credit agencies that Im 60 days behind. I feel in complete violation of my rights in so many ways and I do not wish this on anyone else as the added stress and ailments to my mental and physical health are almost unbreable. Im in tears and anguish everyday and the additional stress makes me feel very ill and all the games being played make me depressed and are done purposely to make me feel defeated and worthless. I dont understand the Disrespect and ill brought on me by my mortgage company Mr Cooper but I hope they are held up to their end of the bargain and that someone else never has to go through what I have had to go through the last few months. I need help. I need help desperately before they take my home from me and everything Ive ever worked for. That will leave me and my son homeless. I doubt they even care. XXXX XXXX Mortgage with Mr. Cooper ( NationStar ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WA XXXX
Company Response:
State: WA
Zip: 98408
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am in process of trying to refinance my mortgage. My previous lender was XXXX XXXX XXXX, with whom I had a good relationship and excellent service. I have been working with XXXX XXXX at XXXX XXXX XXXX XXXX to process the loan. I received a letter dated XX/XX/XXXX ( received a few days later ) indicating that " On XX/XX/XXXX, Nationstar Mortgage LLC d/b/a Mr. Cooper will become the servicer for this home loan ... ''. Meanwhile, I completed all of the necessary documents with my local bank, XXXX XXXX XXXX XXXX, and the date, today, XX/XX/XXXX, was set for the closing date. I even paid the XXXX payment to XXXX XXXX XXXX early on XX/XX/XXXX to make sure that there would not be a payment due in XXXX. I received the appropriate payoff statement dated XX/XX/XXXX from XXXX XXXX XXXX that indicated that the payoff was good until XX/XX/XXXX. All of the other paperwork was completed and everything in place for the closing date of XX/XX/XXXX. On XX/XX/XXXX, the title company tried to get payoff information from Mr. Cooper ( Nationstar ) and was refused information. That evening I was not able to get any more information except that there was a new loan number. On XX/XX/XXXX, I called and talked with XXXX and with XXXX XXXX after the situation was escalated ), who were not able to provide me any information about payoff, even though I indicated that I had a closing scheduled for XXXX PM on XX/XX/XXXX. They indicated that I might be able to get help if I sent an email to XXXX. I immediately sent an email on XX/XX/XXXX. The following was the email : Dear Mr. Cooper Research, I have a new loan that was sold to your business, XXXX. I am in the middle of a refinance that was supposed to close at XXXX XXXX tomorrow Utah time ( XX/XX/XXXX ). I have a payoff letter from XXXX XXXX XXXX for the original loan, XXXX. However, the loan was transferred to Mr. Cooper yesterday ( XX/XX/XXXX ) and so I was informed that a new payoff letter is necessary for the closing. The property is XXXX. To try to receive the necessary letter I spoke to XXXX and then the issue was escalated to XXXX. They could not help me. It was indicated that if I emailed this address, then possibly the documents could be generated quickly enough for the closing. They would need to be emailed to me and to the loan officer at XXXX, who I have copied on this email, by tomorrow morning ( XX/XX/XXXX ) so the closing could go through. Please let me know if this is possible. My phone number is XXX-XXX-XXXX and my email address is XXX @ XXXX. As a first experience with Mr. Cooper, I would hope that you would be able to help me to quickly take care of this important matter. Your prompt assistance is greatly appreciated, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- I received the following reply from Research Incoming : Thank you for contacting Mr.Cooper. Please note that we are unable to locate an account under the property address and/or borrower information provided. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if theres anything else we can do for you. Were here to help. Sincerely, Mr. Cooper -- -- -- -- -- -- -- -- -- -- -- -- - I replied : Dear Research Incoming, This surprises me that you have no record of this loan. Here is the information for the loan and transfer information. If you can get the payoff information this morning, it will be greatly appreciated. You can give me a call at XXXX if you have further questions. Thank you, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- I received the following reply : Welcome to Mr. Cooper Mortgage! We look forward to servicing your loan! You will soon be receiving two letters that will contain contact, payment, and loan information. We will have all your information available in our systems shortly. We will also be calling you to introduce ourselves and to welcome you to Mr. Cooper Mortgage. At that time, we will be able to verify that all your loan information is correct and answer any questions that you may have. We apologize for any inconvenience this matter may have caused to you -- -- -- -- -- -- -- -- -- -- -- -- I replied : But I need the loan payoff information this morning! Can you send me that immediately? -- -- -- -- -- -- -- -- -- -- -- -- I received this reply : Welcome to Mr. Cooper Mortgage! We look forward to servicing your loan! You will soon be receiving two letters that will contain contact, payment, and loan information. We will have all your information available in our systems shortly. We will also be calling you to introduce ourselves and to welcome you to Mr. Cooper Mortgage. At that time, we will be able to verify that all your loan information is correct and answer any questions that you may have. We apologize for any inconvenience this matter may have caused to you. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. They are available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if there is anything else we can do for you. Were here to help. Sincerely, Mr. Cooper -- -- -- -- -- -- -- -- -- -- -- -- -- - I replied : I called your representatives yesterday and they escalated the matter and they said that this was a way to get this done - through this email. Will you be able to produce the document I need this morning? If not, I will lose the closing today. If calling will accelerate that, then I will do that. Please let me know. -- -- -- -- -- -- -- -- -- -- -- -- -- - I received the following reply : Thank you for contacting Mr. Cooper. Welcome to Mr. Cooper Mortgage! We look forward to servicing your loan! You will soon be receiving two letters that will contain contact, payment, and loan information. We will have all your information available in our systems shortly. We will also be calling you to introduce ourselves and to welcome you to Mr. Cooper Mortgage. At that time, we will be able to verify that all your loan information is correct and answer any questions that you may have. We apologize for any inconvenience this matter may have caused to you. For, further assistance we ask you to please contact our Customer Service Department toll free at XXXX and representative will be happy to assist you. Our hours of operation are Monday to Thursday : XXXX XXXX CT, Friday : XXXX XXXX CT and Saturday : XXXX XXXX CT. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- At this point I talked to my contact at my bank handling the refinance - the closing is cancelled. Since we have not received the necessary information from Mr. Cooper, who holds the loan, and there is no way to contact anyone who can help, we are stuck and another date can not even be selected. It is obvious that Mr. Cooper had information about the loan but could not give me any of the necessary payoff information to allow us to proceed with the refinance. There may be understanding of some reasonable delay, but to not be able to get customer service to address this issue leaves the consumer with little recourse. This practice leaves a consumer in the lurch, losing valuable time and money due to delay and inconvenience. Since the consumer has no power to stop one servicer from transferring a loan, at least the payoff information should be provided so that way a consumer in the midst of a financial transaction such as a refinance can proceed without unnecessary hassle and uncertainty. XXXX XXXX XXXX provided the payoff letter. The switch to Mr. Cooper and their poor ability to service the necessary request has caused this unfortunate situation without a clear resolution or path to easily proceed with the refinance.
Company Response:
State: UT
Zip: 84604
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 I wire transferred {$170000.00} from my checking account to NationStar Mortgage LLC XXXX, TX to retire loan # XXXX held in lien on a property located at XXXX XXXX XXXX XXXX XXXX, NV XXXX. As of today no action has been taken on the part of the lender to pay off the mortgage or return my money. I've made numerous calls to associates of the lender and have received nothing but the run-around. No one seems to be able to answer my questions. I have not received a single email or phone call to get to the bottom of this situation and am finally reaching out to you for help. Besides many sleepless nights on my part, my son-in law has had negative reports registered on his credit reports that will affect his borrowing qualifications and interest rates for who knows how long. According to the company 's Resolution Team I should have received an answer within 7-10 business days. This time period expired days ago.
Company Response:
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After buying our new condominium in XXXX we received a tax bill for the whole building in XX/XX/2021. I promptly forwarded to the escrow company that bill ( {$3300.00} ) with our deed that explained that we owe 33.33 % as we are one of three units in the building. This brings a total owed by us to {$1100.00} by XXXX. The mortgage company did not respond and did not paid the bill, when contacted they just said that they were looking into it. By XXXX we received the second quarterly bill for the building. The total owed by our unit is {$2200.00} and we have received {$37.00} in interest for non payment of the first quarter. I again contacted the mortgage company multiple times by phone, email and text. They assured me that the bill will be paid by the due date, XX/XX/XXXX. On XXXX we got an escrow analysis done and they estimated the real estate taxes to be {$10000.00}, up from {$6600.00}. So now our payments are increasing {$580.00} per month without an actual split bill from the city and without any disbursements made for real estate taxes. Today ( XXXX ) I contacted the mortgage company again because the real estate tax bill has not been paid and they stated that they will not move until the city splits up the building into individual tax bills. The city has repeatedly told the escrow company that the split will happen in XXXX and to just pay a third of what is owed according to the deed.
Company Response:
State: MA
Zip: 02144
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Got a letter form mr cooper claiming that. they will no longer contact cause they were notified RECENTLY to cease and desist even though they have been told this many many times over and that is why i get sparse call from them not leaving messages or leaving four second blank messages EVER SINCE then they send the bogus letter like they finally were told PREPOSTEROUS!!!!! they don't honor their word cause i got another call from them
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Mr. Cooper, formerly nation star. On XX/XX/2021 i made a partial payment on their phone app for {$680.00}. This was selected as a partial payment for XXXX. They applied it as additional principle because it was 2 days early even though it didn't come out of my account until XX/XX/2021. I made the additional partial payment of {$680.00} on XXXX XXXX, 2021. I found out XXXX XXXX 2021 that this happened and had them correct it. In the process of having them fix this, I received a letter for a va streamlined modification dated XXXX XXXX reducing my payment to {$1100.00} for XXXX. Through XXXX. They fixed my XXXX payment and I made my full XXXX Payment, XX/XX/2021 within the allotted time, of {$1300.00}. On XXXX. XXXX 2021, I went to make my streamlined va modification payment on their app. Of {$1100.00}. I received a notification from my bank the next business day that my account was severely over withdrawn. Mr. Cooper not only had the pending amount of {$1100.00} that i authorized but also another unauthorized amount of {$1300.00}. I contacted Mr. Cooper that day XXXX. XXXX 2021, they told me they could only refund me and not stop the 2nd payment. I called my bank and put a stop payment on the unauthorized amount of {$1300.00} costing me a {$35.00} fee but preventing many other overdraft fees. I've contacted Mr. Cooper several times since then. They're saying I owe an additional {$200.00} for XXXX 's payment and a {$30.00} fee for stopping the unauthorized payment.
Company Response:
State: WI
Zip: 544XX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Re : XXXX Complaint against Mr. Copper Loan No. : XXXX Mortgagee : XXXX XXXX XXXX XXXX XXXX. Property : XXXX XXXX XXXX XXXX NY Dear XXXX XXXX XXXX XXXX XXXX : My complaint relates possible substantial overcharging, lack of cooperation, failure to communicate, and total lack of professionalism on the part of Mr. Cooper. I sent a letter dated XX/XX/2021 asking for a response for three questions ( a copy of the letter is attached ). I have not received a substantive response. BACKGROUND We had the above referenced mortgage with Mr. Cooper for a multi-family apartment building in XXXX. The loan came into default during the pandemic due to Mr. Coopers incompetency. We requested and were granted a three-month moratorium on the payments because the tenants stopped paying rent. We requested another three months and made repeated calls to the service line to inquire as to the status of the request. Over a three-month period, we were told that the request was being evaluated. Finally, without being given an answer about the extension Mr. Cooper started a foreclosure action against the us. We worked out an agreement with Mr. Coopers law firm and paid a substantial penalty for late fees, penalty interest and legal fee. Attached is the agreement. We refinanced the mortgage and had a closing on XX/XX/XXXX. During the refinance we were charged {$36000.00} Question 1 ) We did not understand what the charge was for. We were told it was for the three payments for which we were granted the moratorium. But according to our calculation, the three month of payments should have been substantially less. Question 2 ) At the closing we had to pay an interest penalty to the XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX of {$1700.00} because Mr. Cooper failed to make tax payments of XX/XX/XXXX and XX/XX/XXXX. We requested reimbursement of the money. Mr. Cooper has not given us a satisfactory response. XXXX XXXX XXXX XX/XX/XXXX Question 3 ) Following the closing we thought we were also overcharged two mortgage payments of {$8200.00} totaling {$16000.00} The payoff letter included payments for XXXX and XX/XX/XXXX. We made the monthly payments prior to the closing so that we would be current and expected that the payments would be refunded. When we called Mr. Cooper asking for the refund we were stonewalled. No one knew anything. THE COMPLAINT After XXXX XXXX called Mr. Coopers service department on several occasions asking for an explanation of the above questions, she was transferred to various personal all of which said something was wrong but never receiving an answer. I wrote the attached letter dated XXXX XXXX to Mr. Cooper asking them to set forth in writing a response to my demand for an explanation of the charges. I specifically wanted a written explanation so that I could study the calculations in the response. In accordance with their usual incompetency, Mr. Cooper responded to my letter by sending the attached printout of the loan payment history. The printout memorializes the payment of {$36000.00}. But does not explain or breakdown the payment. There was no response to questions 2 and 3. Our request remains the same. We want a breakdown of the {$36000.00} payment, because I believe Mr. Cooper charged penalty and interest, related to the foreclosure for which they were already paid. If they charged fees, penalty and interest related to the three month moratorium then the charges are probably illegal based upon the governors orders. We want Mr. Cooper to reimburse us the {$1700.00} interest charged to us by the XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX because Mr. Cooper did not make the tax payments and we want reimbursement of the XXXX and XXXX payments Dealing with Mr. Cooper is terrible. Some of the continuous issues we had are that they continually charge late fees even though they are timely wired payments, unknown charges often appear, their lack of competency in providing us an answer to our request for an extension of the moratorium cost us substantial money from our savings to pay the interest, penalties and fees to stop the foreclosure. Sincerely yours, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX.
Company Response:
State: NY
Zip: 11050
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : XXXX Complaint against Mr. Copper Loan No. : XXXX Mortgagee : XXXX XXXXXXXX XXXX. Property : XXXX XXXX XXXX XXXX NY Dear NYS Dept . of Financial Services : My complaint relates possible substantial overcharging, lack of cooperation, failure to communicate, and total lack of professionalism on the part of Mr. Cooper. I sent a letter dated XX/XX/XXXX asking for a response for three questions ( a copy of the letter is attached ). I have not received a substantive response. BACKGROUND We had the above referenced mortgage with Mr. Cooper for a multi-family apartment building in XXXX. The loan came into default during the pandemic due to Mr. Coopers incompetency. We requested and were granted a three-month moratorium on the payments because the tenants stopped paying rent. We requested another three months and made repeated calls to the service line to inquire as to the status of the request. Over a three-month period, we were told that the request was being evaluated. Finally, without being given an answer about the extension Mr. Cooper started a foreclosure action against the us. We worked out an agreement with Mr. Coopers law firm and paid a substantial penalty for late fees, penalty interest and legal fee. Attached is the agreement. But, Mr. Cooper states that we continue to owe {$31000.00} non-interest principal amount. Question 1 ) We did not understand how we can owe {$31000.00} as a non-interest principal when the monthly mortgage payments were {$60000.00}. We were told it was for the three payments for which we were granted the moratorium. But according to our calculation, the three months of payments should have been substantially less. Question 2 ) We questioned a late fee of {$720.00} that was on our XXXX statement and submitted proof that the payment was timely wired to Mr. Cooper. Mr. Cooper never responded to the legitimate question. XXXX XXXX XXXX XX/XX/XXXX Question XXXX ) We questioned a late fee of {$480.00} on the XXXX statement and submitted proof that the payment was timely wired to Mr. Cooper XXXX Mr. Cooper never responded to the legitimate question. THE COMPLAINT After XXXX XXXX called Mr. Coopers service department on several occasions asking for an explanation of the above questions, she was transferred to various personal all of which said something was wrong but never receiving an answer. I wrote the attached letter dated XXXX XXXX to Mr. Cooper asking them to set forth in writing a response to my demand for an explanation of the charges. I specifically wanted a written explanation so that I could study the calculations in the response. Our request remains the same. We want a breakdown of the {$31000.00} non-interest-bearing principal. I believe Mr. Cooper is charging penalty and interest, related to the foreclosure for which they were already paid. If they charged fees, penalty and interest related to the three-month moratorium then the charges are probably illegal based upon the governors orders. Dealing with Mr. Cooper is terrible. Some of the continuous issues we had are that they continually charge late fees even though they are timely wired payments, unknown charges often appear, their lack of competency in providing us an answer to our request for an extension of the moratorium cost us substantial money from our savings to pay the interest, penalties and fees to stop the foreclosure. Sincerely yours, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX. cc : Attn : Service Department Mr. Cooper XXXX XXXX XXXX XXXX, Texas XXXX
Company Response:
State: NY
Zip: 11050
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A