Date Received: 2021-11-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have a 15 year balloon payment due in XX/XX/XXXX. Mr Cooper is the mortgage company. We accept responsibility for loan. We have paid this loan monthly since XXXX. Our issue is that we never received information regarding the loan expiration. We had resources that if we had gotten info saying the XXXX was due we would have taken measures to stop this. Telling us on XX/XX/XXXX when we are making a payment and demanding full payment is beyond our means We have reached out to this company for options has not being fruitful. We are registering a complaint with Mr Cooper in hope that this complaint will help
Company Response:
State: VA
Zip: 23435
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My home loan was sold to Mr. Cooper Mortgage company. I had no say in them taking over my home loan!!! I started a recast with them in XXXX. I sent an additional {$270000.00} in order to lower my monthly payment from {$2400.00} per month to {$600.00} per month. I filled out the necessary paperwork in XXXX and sent it overnight to their office in Texas. I called in XXXX to find out why the new monthly payment wasn't showing in my online portal... only to find out they didn't show they had those documents. I talked to XXXX XXXX on XX/XX/XXXXth, sent her the signed required docs, and she sent me an email acknowledging that she received them ... and there was nothing else needed. XX/XX/XXXX, I received another email letting me know they did not have the proper documents needed and we would have to start over again, for the 3rd time. In the interim, I am paying the {$2400.00} as apposed to {$600.00} which I was expecting. If you can help, you would be a miracle worker. XXXX Loan number.
Company Response:
State: AZ
Zip: 85132
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Cfpb, On XX/XX/XXXX I received a letter from Nationstar/Mr.Cooper saying the have received my Correspondence on XX/XX/XXXX. They said thank you for bring this matter to there attention. This letter says mandatory State pre-foreclosure notices may continue. I am wrongfully being threaten with Foreclosure by my mortgage company. My loan is current. I have a permanently modified Home Affordable modification Agreement. Under this HAMP agreement I am not delinquent. My loan is current and in good standing. Cfpb on XX/XX/XXXX I wrote to you and uploaded several documents about Nationstar/Mr.Cooper not honoring my Home Affordable modification Agreement. I was current on my loan before The COVID-19 Pandemic in XXXX and I am still current on my loan in XXXX during the COVID-19 Pandemic. I am a XXXX woman that has been able to stay current on my loan because of my Home Affordable modification Agreement. The [ HAMP ] program has worked for me.
Company Response:
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-02
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 asked for a forbearance during my application process for XXXX and got approved for 6 month to pay half my mortgage as I did when i was done they put me in a modification for the same amount I was paying and for 40 yrs not giving me any other options I later learned they were supposed to ask for the difference I didn't know what I signed due to heavy meds and they have robbed me of a mortgage for 30 years I have paid on time for ten years its not fair what they did to me. That's Nation Star mortgage now called Mr Cooper and it was about 10 years ago. i just found out my Atty Generals office and all 50 states sued for about 80 million dollars they had my info and never contacted me. this has caused me severe XXXX I cant sleep at night and till this day I struggle to keep my home. Please help me...
Company Response:
State: CT
Zip: 06106
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to close out my forbearance with Mr Cooper for well over ( 2 ) two months with no success. I have made over a dozen attempts to settle my account with their company and every representative claims they are unsure what to do and that I would receive a call from upper management. I have yet to receive a call back!!!
Company Response:
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid 6 months of payments. ( XXXX, XXXX, XXXX, XXXX, XXXX and XXXX ) I paid them online using their website. My payment is {$1700.00} and I always pay an even {$2000.00}, which includes additional principal of {$240.00}. However, the bank has decided to use my XXXX payment strictly as a principal payment and my payment for XXXX is still due. I don't want that and I never asked for that or filled out any papers requesting that. I made 6 {$2000.00} payments, all to be used as my actual payment. I have called twice already. The first time I called was XX/XX/XXXX. I even received 2 letters from them and the second one says they corrected the situation. I waited until the XXXX to call back. I spoke to XXXX XXXX, XXXX. She said she would correct the problem and give it up to XXXX hours. It is now the XXXX and the bank still shows my XXXX payment as a principal payment. Mr Cooper Mortgage XXXX
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Was told in the purchase process that I could choose any homeowners insurance I wanted. Then I was told that the homeowners insurance I choose which was a 10 % deductible plan was not allowed, and I would need a homeowners insurance with a 5 % deductible. This adds a {$600.00} cost to the mortgage. This means I'm required to pay 1 % of the price of my home just for home owners insurance that covers nothing except fire ( house is too old for foundation coverage or roofing coverage ). Their last email from me ( before rejection was ) -- -- Thank you for your call yesterday and yes this exactly what we are looking for. Have a wonderful rest of your day -- -- Here is the email I sent with my dates and times, -- -- I asked XXXX prior to XX/XX/XXXX what was needed for the homeowner 's insurance. I was told any insurance we found would work. I wrote to XXXX XXXX 11 days ago ( XX/XX/XXXX ) and said this, > What is the requirement for Homeowners Insurance? Will this work? When can we touch base on the other things requested? I provided to him in the request a quote ( the same one I went with ) that clearly on page two stated there was a 10 % deductible -- it's at the top. Seven days ago I sent a follow up message on XX/XX/XXXX and asked, > Can I get a follow up as to whether or not this insurance is approved? I would like to finalize it ASAP. I immediately got a message back from XXXX ( same day ) ( XX/XX/XXXX ) > Your agent isnt able to send us docs we need w/o you finalizing the quote to bind it to a policy. Once you do that, we will have a copy in hand to review. Of course I have no idea what you need, but even she finds this awkward as I ask her the same day and she says, > Odd that they won't approve or disprove the deductible just looking at the quote. I can go ahead and bind coverage On XX/XX/XXXX I ask her to finalize the quote. On XX/XX/XXXX I write to XXXX another email subject " Status on quote '' about homeowners insurance and I'm told > This is what my assistant just told me : they said they been going back and forth through email yesterday and it would be best to let the borrower know to call and finalize it I follow up within the hour and say, > I did that she asked me if she could finalize it and i said yes.. I have no idea what that even means. Am i supposed to pay her and is this appoved? At this point it's clear no one knows what they're doing so I start calling. On XX/XX/XXXX ( next day ) I follow-up placing two calls to XXXX before calling XXXX. XXXX tells me very explicitly ( 1 ) any insurance will work ( 2 ) that the insurance is for us ( 3 ) Mr Cooper doesn't care about my deductible. Of course none of this is on your website ( ie, not a single mention of a 5 % deductible ) https : //www.mrcooper.com/support/escrow/insurance I shopped around for this quote with all the information you had provided me, and even requested more information on multiple occasions. Now this is what I want from you : where is the underwriting criteria of 5 % deductible written down? What document specifies what homeowners insurance I need to carry as a term of this mortgage? I read everything ( that I could find ), called everyone ( multiple times ), asked on multiple occasions, and shopped for a homeowners insurance provide and coverage I was comfortable with. The difference here between premium on a 5 % deductible and a 10 % deductible is $ XXXXyear. That's a lot of money. I'm putting 20 % down on this property. The LTV is 80 %. I can show funds for another 10 % if needed. I should not be forced to pay {$600.00} a year more to cover a 5 % lower deductible.
Company Response:
State: TX
Zip: 77345
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary : My mortgage servicer -- Mr. Cooper/Nationstar -- made a duplicate property tax disbursement from my escrow account. I reported it to Mr. Cooper ; they had me reach out to their tax payment agent ( XXXX ), who sought, and was quickly issued, a refund. But despite multiple calls, I haven't been given a corresponding credit on my escrow account, any assurances of when that will happen, or a provisional credit in the interim. So my servicer has been made whole for its error and I'm left holding the bag. Detailed complaint : I'm a new homeowner and a first-time homebuyer. I closed on my home on XX/XX/2021. During settlement, my title company ( XXXX XXXX ) collected money from me to cover my upcoming property tax payments for the second half of 2021. That property tax line-item was listed in my Closing Disclosure, so my lender would have been aware that my title company had already received money from me to pay these taxes. The same should have been true for any subsequent note holder/servicer. In XX/XX/2021, when my tax bill came out, my title company paid those taxes as instructed, in the amount of {$2200.00}. The District of Columbia XXXXfice of Tax and Revenue received that payment and credited it to my account on XX/XX/2021. Around that same time, I received notice in the mail that my mortgage servicer would be Mr. Cooper/Nationstar. Shortly after I made my first mortgage payment to Mr. Cooper/Nationstar ( on XX/XX/2021 ), I noticed that my escrow account was in the negative. On or about XX/XX/2021, I called Mr. Cooper to ask why my escrow account showed a negative amount. The agent I spoke with explained that the only thing being paid out of the escrow account for my mortgage is property taxes, so the negative amount likely was the result of a property tax payment. I was surprised to hear that, because I had escrowed money for taxes already during my settlement. So I reached out to my title company just to confirm that I wasnt misunderstanding who was responsible for paying those taxes. On or about XX/XX/2021, I spoke with my post-settlement processor with my title company, who explained that XXXX XXXX had already paid those taxes, and that any payment by Mr. Cooper would have been in error. I asked my post-settlement processor to put something in writing so that I could provide it to Mr. Cooper/Nationstar. She sent me an email explaining that the title company had already made the tax payment and attaching proof that the payment was made. Attached is a copy of her email ( XXXX- PROPERTY TAXES ) and its attachments. At this point I reached back out to Mr. Cooper. The agent I spoke with told me that a separate company by the name of XXXX makes tax payments on their behalf, and directed me to reach out to XXXX directly. So, on or about XX/XX/2021, I emailed XXXX to ask them to investigate. In that email, I included the confirmation email Id received from my title agent regarding this payment, along with a copy of my XXXX Statement highlighting the escrowed amount, and a copy of the payment history with the DC Office of Tax and Revenue showing the payment received from my title company. I then waited a few weeks but did not hear back from XXXX or Mr. Cooper/Nationstar. So I reached out to my local taxing authoritythe DC XXXX XXXX XXXX and Revenue. The agent I spoke to there confirmed that a duplicate payment had been made, and told me that XXXX had reached out to request a refund. The DC tax agent told me a refund had already been approved and was issued on XX/XX/XXXX. She provided me with the check number, and confirmed that the check had been mailed to XXXX 's address in XXXX, Texas. I have since contacted Mr. Cooper/Nationstar 3 times to request an update. On or about XX/XX/2021, I spoke with an agent named XXXX XXXX, who told me that she could see the refund in her system and that it would be credited back to my escrow account by XX/XX/XXXX. I did not receive a credit by this date, so on or about XX/XX/XXXX, I contacted Mr. Cooper/Nationstar again. The agent I spoke with that afternoon told me she was not sure why the refund had not yet been posted, but that she would ask, and then call me back the following week, on or before XX/XX/XXXX. I did not receive a callback from the agent. Today, XX/XX/XXXX, I reached back out to Mr. Cooper/Nationstar, again requesting an update. This time, the agent I spoke with said that refunds take 4-8 weeks to process, and that the clock started from when XXXX opened a ticket to investigateon XX/XX/2021. This was the first time I had heard about a 4-8-week timeline. The agent acknowledged that even by that measure we were in the 7th week of an 8-week timeline. I then asked if there was anything else she could do, and raised the possibility of provisionally crediting back my account, since we all seemed to agree that Mr. Cooper/Nationstar had made this payment in error. The agent said she could not do that, and that my only choice was to continue to call in and ask for status updates. So, to summarize again : Mr. Cooper/Nationstar made a duplicate tax payment in error and billed my escrow account. When I pointed out the error, they had their tax payment agentXXXX. XXXX apparently did determine that this payment was made in error, because they reached out to the DC Office of Tax and Revenue to ask for a refund. That refund was granted very quicklyDC issued a refund to XXXX on XX/XX/2021. I, however, am still on the hook for the payment from my escrow account in the full amount of the duplicate payment -- {$2200.00}. Mr. Cooper/Nationstars explanation seems to be that they are waiting for the refund to process. Ive asked them to provisionally credit my account back with the amount they paid in error, since they seem to have already determined that that happened. But Mr. Cooper/Nationstar refusedthe tax agent I spoke with said this was not possible, and that I would continue to show liability for this amount unless and until XXXX processed the refund check it received from the DC Office of Tax and Revenue. So Im stuck, waiting for XXXX to credit my account with a check that was issued back in XXXX. Mr. Cooper/Nationstars only solution is to tell me to continue to call in, wait on hold, walk a new person through this issue, and ask for an update. Im hoping this issue is resolved for me soon, but my main reason for submitting this complaint is because I want others to know that Mr. Cooper/Nationstar has been totally unwilling to fix a problem it created, to give a consistent timeline for when it would be resolved, or to reach back out to me when they receive any updates. Everything has fallen on methe responsibility to prove they made an error, the responsibility to cover the liability until they investigate, and the responsibility to keep calling back in to move this process along. Thats just not acceptable standard operating procedure. I want my problem resolved and for Mr. Cooper/Nationstar to change the way they handle important issues like this.
Company Response:
State: DC
Zip: 20010
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on the refinance of our mortgage on XXXX XXXX and we set to have our first payment due in XXXX. The closing documents we signed had the monthly payment as {$1200.00}. When I received my first statement from the servicing mortgage company, Mr. Cooper, the monthly payment said {$1100.00}. This was a pleasant surprise to see my payment lower than we expected. I thought there may be an issue so I contacted the refinance company, XXXX, and asked why this would be different. They told me to contact the mortgage company and find out. I called Mr. Cooper on XXXX XXXX to check the accuracy or my statement and verify that my monthly payment was correct. The person on the phone confirmed the payment amount was accurate and I was all set. I again questioned that I expected my payment to be well over {$1200.00} and they once again assured me the amount was correct. Now, in XXXX I was on the app for Mr. Cooper and I see a statement saying my monthly payment is now much higher at {$1400.00}. I contacted them to find out why and was told that my taxes and insurance must have gone up and also that there was an escrow shortage that needed to be made up. Upon further research, it's become apparent that when Mr. Cooper began servicing my loan they did not collect the Primary Mortgage Insurance for my loan while they were paying out for it from my escrow. After 8 months of paying for the PMI, it created an escrow shortage that should not have happened, especially since I had spoken to customer service to discuss the monthly payment discrepancy. I would have been paying the correct amount for the 2021 year if they had accurate numbers and competence when I had called before making my first payment. This is a mistake on their part and they should make up the difference.
Company Response:
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I received an forthright answer from Mr. Cooper about Loan no. XXXX AND AFTER PROVIDING ME THE LETTER DATED XX/XX/2021. That upon my call on or around last Friday to Mr. Cooper and 3-4 calls were told that the SSN and Identifiers information is my loan. Then were told to fax information and then were told " we have no information in the system on this loan '' Then around XXXX XXXX called back and spoke to XXXX and given him my loan number then he confirmed by saying LET ME LOOK AT YOUR ACCOUNT. I held on 1 full hour without XXXX ever coming back on to the line. The I checked my email and at XXXX XX/XX/2021 I received an email from XXXX XXXX XXXX Mr. Cooper and he said the exact, below, XXXX AND XXXX, Hi XXXX, This document explains that prop was purchased in name of another through XXXX XXXX. I would call XXXX XXXX as we no longer have anything to do with this loan. Thanks Please Request details of all this conducted in my name by XXXX XXXX.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A