Date Received: 2021-11-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The company had me do a wire transfer on friday XX/XX/21 for a refi closing that was to take place at XXXX today XX/XX/21. The money has been transferred to them and they never sent the paperwork to the title company. The title company has tried to reach them for 4 days and has received no answer or return call ... .I have been calling them all day and getting no answer or return call. PLEASE HELP!!! Mr Cooper or Nationstar is the company that has stolen my money and now refuses to do what they said they would do. XXXX XXXX OR XXXX XXXX - neither will do what they stated they were going to do.
Company Response:
State: FL
Zip: 323XX
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: I was unemployed during the pandemic XX/XX/2020. The mortgage company Mr. Cooper offered pandemic relief. The mortgage payments were to be paused 18 months. The amount was to be paid after I found work. My mortgage with escrow was around {$1200.00} per month. Over 19 months I was to repay the amount at the end of loan. Roughly {$24000.00}. Last week I received a letter to be notified & repay over {$34000.00}. I spoke to a manager who can not give me a reason of the {$9500.00} extra for Mr. Cooper.
Company Response:
State: FL
Zip: 33445
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: we have tried to short sell our home but two times we could NOT find suitable housing. Now we are under contract again and the lender is not allowing the short sale nor will they do a deed in lieu of foreclosure. WE HAVE a rental now and would like to take the clause out that we will find suitable housing on the current sales contract.
Company Response:
State: NJ
Zip: 080XX
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: 7 days ago my point of contact of Mr. Cooper contacted me regarding extension of forebearance, she said she is going to submit a request to extend the forebearance and will get back to me shortly. Its been 7 days and I haven't heard back from her. XXXX has arrived and this is the time Mr. Cooper asked me to contact them regarding making my payments otherwise my account will go in default. I called Mr. Cooper today, first of all it takes a lot of time to reach an agent, when I reach an agent they speak in XXXX english, I made a call at XXXX XXXX PST time, the agent wasn't paying attention to what I was saying and her attention was somewhere else. The agent asked me 10 questions to verify my account and then was taking me for granted, not paying attention to what I was saying. It was really hard to understand her as she was speaking in Italian english. We are calling regarding serious mortgage issues here and the customer service agents behave as if we are calling in a XXXX bar, there is no sense of seriousness here. I asked her to transfer me to some other agent, she just placed me on hold and from last 10 minutes I am still on hold. Why Mr. Cooper has provided me a point of contact, when I can not leave her a voicemail, email her and can not reach her? She is not reachable at all. Mr. Cooper is complete mismanaged company. They need to take their customers more seriously, rather than taking them for granted and treating them as they are no body. everytime I have to come here and make a complaint to CFPB or contact XXXX, why I can not resolve my issues or concerns directly with Mr. Cooper. And why they have to ask million questions to verify my account And why they don't have agents who can not speak proper english?
Company Response:
State: CA
Zip: 92833
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 XXXX 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 pm 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 wells fargo 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: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
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: I have made several attempts to rectify this issue. I have a 30 day late with account Nationstar/Mr. Cooper from XX/XX/2019. The month in question I was given a forbearance. I have the letter stating it. I have made a dispute with all 3 credit bureaus and with Nationstar/ Mr. Cooper . XXXX Nationstar said it was correct even though I provided them with the letter they sent about the forbearance. Then, they said they didn't report it to the credit bureau. I provided Nationstar with proof that it was on my report but to no avail. Attached is a copy of the forbearance and proof that it is on my credit report
Company Response:
State: MS
Zip: 387XX
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer Mr cooperXXXX isn't recognizing my account as paid in full. On/around XXXX I paid my full mortgage payment. As of XXXX I contacted Mr cooperXXXX as my online account showed a significant balance and I was receiving automated voice mails I was promised by XXXX at the Texas location via online chat there was an error on Mr cooperXXXX and the issue would be resolved within 3 business days. The statement I am attaching clearly shows my balance was paid in full and I believe this company is trying to " pull a fast one on me '' and potentially others.
Company Response:
State: VA
Zip: 22101
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or around XX/XX/2021, I was notified by my credit bureau that a 30 day late was reported to my mortgage account. I have this account on auto/pay and in review of the payment history on the mortgage website ( mrcooper.com ) it shows that my payment are PAID and not late for the month in question : XX/XX/2021. I tried calling the loan servicer, Mr. Cooper, several times and it seems like each time, I get a different answer. It seems like the representative did not have the authority to resolve the matter after verifying that indeed the account is paid on time. Then, they said they will report it correctly to the credit bureaus correctly. Another rep asked me to submit the proof of payment when we can both see that it's paid and posted onto their website. I would like Nationstar Mortgage LLC/ Mr. Cooper to fix this wrong and update to the credit bureaus correctly and not make me just through hoops and having to file this complaint with CFPB.
Company Response:
State: CA
Zip: 91739
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I write with complaints about Mr. Cooper, a mortgage servicing company, and its false reporting to credit bureaus and personal data traffickers. I have power of attorney for my brother who is a XXXX veteran. In this capacity, I receive his mortgage statements at my personal address. The proper address for his mortgage statements should be : XXXX XXXX XXXX c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX , NJ XXXX Although after complaining to the CFPB several times in the past about the gross mishandling of the mortgage account ( loan # XXXX ), the address was improved but does not entirely conform to the above. Mr. Cooper has reported my address on my brothers credit report and, I suspect, has reported its false and garbled mortgage history under my address, perhaps under my name to my credit report. ( I have not been able to get a copy of my credit report for some time, despite requesting it for several years under the annual free credit report provision. ) My brother does not live at my address. While he and other family members who dont live with me, visit me, they do not permanently reside at my address. Please direct Mr. Cooper to erase my address from my brothers credit report and to erase any garbage it reported/reports anywhere else under my address about my brother or me. Although we have repeatedly challenged Mr. Coopers gross mishandling of the mortgage account, nevertheless, its false credit reporting is harming my brother and me with lower credit scores, higher interest rates and denial of credit or more favorable credit, and has done so for years. This harm includes but extends far beyond major credit bureaus. Directly or indirectly, it flows into a multitude of electronic information networks broadcast and collected across state lines and, perhaps, international borders, by thousands of anonymous data merchants who, without our knowledge or consent, traffick in information about our personal lives, and for too long have been allowed to build, sell, replicate, and exist entirely or in great part on parasitic, injurious business models that too often are hidden from public view. We can not possibly protect ourselves against these perpetual assaults of badly programmed and unsecure software. False mortgage accounting and reporting by Mr. Cooper spreads its own unique and virulent contagion to far flung places we and most consumers can not possibly imagine, let alone police. Aside from degrading our credit and standards in industries that the CFPB and other federal regulators are supposed to oversee, Mr. Coopers contagion also poisons the well for industries such as insurance, utilities, security clearances, employment and rental options for thousands of consumers, and many of these activities are not overseen by federal regulators or law enforcement, and too often are ignored by states who do not believe in regulatory oversight or do not have resources to oversee such industries. Please sanction Mr. Cooper for its widespread injury to me and my brother. Although I will need to write another complaint about the following details, please note that since XXXX or XXXX of this year, Mr. Cooper has repeatedly rejected numerous payments from Mr. XXXX bank, while compounding interest and claiming that the account is weeks in arrears. Its behavior is beyond the pale, it is a long-time repeat offender and the CFPB 's past sanctions, including, perhaps, at least one settlement agreement, have not stopped its outrageous, illegal piracy of my brothers limited funds. Mr. Cooper rejected electronic payments sent from my brothers account at XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and it probably will reject one sent on XX/XX/XXXX of this year. Additionally, it refused more than once to accept payment for an annual premium for its insurance on the property and has fraudulently mishandled the escrow account it put on his account, despite the fact that his property taxes have always been paid by him, usually well in advance of their due dates, while it accepted payments in past years to pay for its insurance premiums and misapplied these as well. For two decades or more, my brother has always paid his mortgage payment ahead of time through electronic payments. This continued until Mr. Cooper started rejecting 3 different kinds of payments from him ( credit card for the insurance premium ; electronic funds transfer for monthly payments and a paper bank check that was sent after this company rejected the first two means of payment ). All accounts at Mr. Cooper should be overseen by a court-appointed conservator ; it should be stopped from acquiring any more loans ; loans it has should be taken from it and assigned to the conservator, and the CFPB should remove it from the mortgage servicing market. It has had far too long to prey on the unsuspecting public. The CFPB should conduct an immediate audit of my brothers mortgage loan account and force Mr. Cooper to pay restitution to him for illicit gains, excessive and unwarranted fees and penalties and all the illicit gains it has taken from my brother. It should also pay him for the enormous, multi-year abuse, duress and suffering it has caused him.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I started a conversation with Mr. XXXX XXXX ( Mr. Cooper rep ) discussing a refinance of my home, I asked Mr. XXXX the average of what rate I can get, he told me I can have XXXX through XXXX, I was very clear asking him without buying any point and he told me yes. After he pulled out my credit the story was different. He offered me 3.250 % with my wife on the application and then with myself 3.125 %. I asked him why he told me another rate, he said you can have XXXX but buying point. Here is the email I sent to him, never answer : Hi XXXX, Just to let you know I am disappointed with how things turned out, when we started our conversation at the beginning you told me I can get a rate between XXXX to XXXX, I was clearly telling you without buying any point and you told me yes. it is very clear that your intention was to run my credit, It was very simple to say you should not do it, wait for a better rate. I can't believe these absurd numbers you sent me, please don't try to reach me out. Thank you XXXX
Company Response:
State: FL
Zip: 33327
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A