Date Received: 2021-10-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper has acknowledged that my mortgage loan is paid in full as of XX/XX/2021. ( Please see attachment # 1. ) Mr. Cooper has also sent me correspondence showing that the Escrow Account Balance is {$1000.00} and that there are Unapplied Funds in the account in the amount of {$1600.00}. In the same correspondence there is verbiage about returning excess funds. ( I included it below and highlighted it in attachment # 2. ) How will I know that the payoff is complete and final? Upon processing of payment in full, and within State specified guidelines, the necessary documents will be forwarded to the Trustee and/or County Recorder 's Office to release our lien. When applicable, and as mandated by state guidelines, any overpayment or remaining escrow funds will be disbursed off the loan no more than 20 business days after the payoff has occurred and will subsequently be mailed thereafter. **We recently sold another home ( paid off the loan with another lender ) and received a refund of the escrow account balance within 10 business days. I am not sure what the hold up is with Mr. Cooper.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage company, Mr. Cooper, modified my mortgage of {$230000.00} in XXXX. They added {$96000.00} to my as fees which they never gave details to me. The modification ranged from 2 % to nearly 5 % within 6 years. This raised the monthly payment from {$1800.00} to nearly {$2500.00}, putting me back to the financial struggles I had at the beginning. In XX/XX/XXXX, I took forbearance because I could not afford the payment. And I have exhausted that option. I have asked the mortgage company to remove the added fees plus accrued interest and they have refused. Please advise where to find assistance to restore my mortgage. Thank you.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried for several months now to get one simple question answered. How much do I need to pay off in order to get one month off the back of the loan. No one can answer me. I am concerned because according to the amortization schedule the loan should be finished in a shorter time because I paid off 3 moths but the statements are not reflecting that I paid off those months. I already filed a complaint with this " Consumer Financial Protection Bureau to no avail. Complaint # XXXX BUREAU WAS NO HELP. The mortgage lender, Mr. Cooper, responded to my complaint by setting up an auto response email that said nothing of value and attached a copy of the amortization schedule. I already have that on the on line account! I DONT NEED ANOTHER COPY. The email says contact them if I need anything else so I did, and what did they do? THEY SENT ME TO ANOTHER ROBOT THAT SENT ME ANOTHER AMMORTIZATION SCHEDULE!! No phone number to call, no response, just the same statement to contact them if I need anything else. What kind of world is this? I can't get any help from Mr. Cooper or from this terrible useless Consumer Financial Protection Bureau. It is CLEAR no one cares, no one is there to help and this agency is completely useless.
Company Response:
State: AZ
Zip: 86326
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: mr cooper agreed on a conversation in XXXX to push the amount owed to the end of the morgage and restore regular payment. it has been a month and it hasnt even updated to the system. called on XX/XX/21 and they are trying to deny the agreement. in the last 6 months mr cooper has done a lots of illegal moves, refusing government regulations on forbearance, reporting false info on credit bureau and more.
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021, my mortgage was transferred to Mr. Cooper, Nationstar mortgage co. I received correspondence from Mr. Cooper that a loan payment was due on XXXX XXXX. I set up an online bill pay through XXXX to pay my mortgage payment. My bank drafted a payment to Nationstar Mortgage co. on XXXX XXXX to pay the XX/XX/2021 loan payment in the amount of {$1000.00}. In XXXX I got notification that my loan was late and that the company was accessing a late fee on my loan. I contacted the company they refunded the late payment and my next loan payment drafted out of my account XXXX XXXX, this was to make my XX/XX/2021 loan payment. In XXXX I had yet another late fee, I contacted customer service, the fee was reversed, and on XXXX XXXX and XX/XX/2021 additional payments were drafted from my XXXX XXXX Account. I realized after several calls to customer service, talking to the escalation dept, and referred to the " research dept '', that Nationstar had not credited the XX/XX/XXXX, payment to my loan. In fact they claim they can not located the money. After several more calls to customer service and several scripted letters from my new loan company, I submitted the requested documentation to prove that the payment in XXXX, was drafted, cleared my account and paid to Nationstar. I contacted my bank and got the electronic confirmation code for the payment. My bank verified that the payment cleared my account, went to payee Nationstar at the address of XXXX XXXX XXXX XXXX, Texas. I submitted bank statements for 2 months, and the electronic confirmation code as requested by Nationstar. The mortgage company is now requesting more documentation, including a paper copy of the electronic transmission from my bank, and has said they can not locate my money. I am getting the run around, and this is a classic stall tactic. We have been exchanging letters and documents for months. My loan is only 3 months old with this company, and this has gone on long enough. They insist on giving me the same letter, over and over, with no resolution. This is the opposite of customer service, in fact it is the worst customer service. I have surmised that the 1st payment in XXXX went to Nationstar before my loan account was set up, therefore I did not have a loan number to attach to the first payment. I am quite sure that my payment is in a general fund with the company, and they will not involve themselves to investigate this beyond telling me that my loan is current. I know that, I pay it. I have all my documentation to provide to you, and now I have put in an in a request with my bank, to provide detailed information to Nationstar, since Nationstar had the audacity to blame it on my bank. The bottom line in all this is that Nationstar has the proof that the money was deducted from my account and paid to them. I want my {$1000.00} refunded to me, now, not after more excuses and redundant letters. They are holding my money, and will not refund it to me, this must be rectified. I am hoping that you will be able to help me in the refund of my money. I also have great concern for the lack urgency and poor customer service, from this company. If they treat a new client like this what will they do in the future? Thank you.
Company Response:
State: OR
Zip: 97302
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been on forbearance and am now trying to exit by using the partial claim/junior lien process . I have been in touch with Mr. Cooper representatives and they keep saying I owe {$25000.00} but my mortgage loan statement says I owe {$19000.00}, which includes the missed escrow payments. They have now sent me a letter stating the {$25000.00} amount will be on the junior lien. I have not signed anything yet because of the discrepancy but the end of my forbearance is XX/XX/XXXX. My escrow was included in my monthly payments but they are saying I also owe the escrow amount again. So I would be paying the escrow amount twice. Once, within the {$19000.00} amount and then again for the escrow balance of - {$5600.00}. I called Mr. Cooper again yesterday. I can't get anyone there to see my concern, they just say I owe it. I asked this to be escalated to a manager but they told me it would be 24 to 48 hours before they get back to me. In the meantime they are preparing the documents for the junior lien with the wrong amount. The partial claim " plan '' says the junior lien is for the amounts I did not pay during my COVID-19 hardship. What I did not pay was {$19000.00}, as of XX/XX/XXXX. Please see the attached documents.
Company Response:
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello. My mortgage is with Mr. Cooper. Loan # XXXX. I was on the COVID-related mortgage relief plan from XX/XX/XXXX through XX/XX/XXXX. I was able to make my XXXX mortgage payment, but the payment is too high for me to sustain. After speaking with Mr. Cooper on XX/XX/XXXX, I applied for a Mortgage Modification. I've provided all the information they've requested. Some of it has been provided multiple times. I've spoken with 4 people with Mr. Cooper and they ( after checking with their managers ) said what I've submitted is sufficient. When I submit documents, it says, " Under Review. '' A few hours later, it says Underwriting Paused and they ask for the same documents I already provided. They keep asking for my commission statements and 2 months of bank statements. I've submitted them, yet they are again saying I haven't provided the information. They keep claiming I'm a business owner, but I've told them verbally and in writing that I am not. I'm an Insurance Producer and am 100 % paid by commission. I've spoken with Mr. Cooper 1-3 times a day for the last week and am getting no where. The people on the phone say everything is fine, but their site continues to show requests for documents I've already provided. I'm uploading a list of the documents I've provided, from the Mr. Cooper site. I can provide the actual documents, if you require it.
Company Response:
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Mr. Cooper. On XX/XX/2021 they deducted {$1500.00} for " Hazard Insurance '' from my escrow account to " XXXX XXXX '' XXXX never received these fund and I received a cancellation notice. I ended up paying full cash for the policy, and the total wasn't even correct. This is unacceptable and Mr. Cooper has stolen from me.
Company Response:
State: OH
Zip: 43201
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: When covid came my hours were cut. I had heard from Mr. Cooper who holds my mortgage that there was help with the mortgage and that it could be put into forbearance. I called and inquired about it in XXXX of XXXX. I have never needed help before so I was not only scared to get help but wanted to know what would happen when I could start making my mortgage payments again. My husband and I met late so I own the home. He is not on the mortgage. I was told that I should not worry and that there were many options. I told her that I could not afford to make a lump sum payment as I live paycheck to paycheck and she ASSURED me many times that I would be ok as there are many options. So I did it. I started with 3 months and renewed every 3 months. The last payment on my mortgage was in XXXX of XXXX so starting in XXXX, I was on the forbearance plan. I was ready to come off of the plan after 3 times of 3 months. Just as I was ready, my husband fell and needed an emergency XXXX XXXX so I signed on for another 3 months. After that, I called in XXXX and said I was ready to make my payments again. I was told I had to call back. Not sure why but I called the next month. Somehow, during that time, they must have tried to do a modification so when I called back in XXXX they told me I was denied the modification because they could not lower my mortgage even by 1 XXXX and that I would have to come up with {$9000.00} if I wanted to keep my house. I was not trying to lower my payments. I broke down on the phone explaining that I could not do that and told them that right from the beginning and I was told this would not happen. They put me through to someone higher and apparently they started another modification that quickly got cancelled some 2 days later. Then another was started. In the meantime I needed some help because I did not know what to do so I contacted a place called XXXX and spoke with someone named XXXX who helped me with paperwork and the like. For months, they would request different items like my husbands pay. I sent that information over and over and over and over. They asked how much of my husbands pay went to the household which was 100 %. Apparently there was a form they needed from him but never sent a form so XXXX went and found it. I sent every bit of information they requested which was my life basically and I sent my husbands info so many times I can not count. This modification was also rejected. I found that out because I called them. On XX/XX/XXXX, in speaking with XXXX from Mr. Cooper, who informed me that I was again denied he said that I qualified for the deferment program and wondered why this was not given to me as an option. He said they should have asked me that first. This was the first time I was hearing of a deferment program which takes my past due amount and puts it at the end of the loan and then I just start my mortgage payments again which is all I have been trying to do since XXXX. The only requirement is that my mortgage was current which is always was. I was never late. I just needed a bit of time because of covid. He then spoke with his supervisor and he also said I was a caindiate and said that the approval odds were pretty good. I also called XXXX XXXX and was told the same thing. That I met the requirements. I am still baffled as to why no one said anything or did this before. I received 5 pieces of mail from them yesterday. 2 certified mail. 4 of the pieces of mail were all the same. The other was a statement telling me I now owed {$17000.00} due XX/XX/XXXX. I called them back again yesterday and they said that they hadn't opened the deferment yet but I could call back on Friday. I am scared to death and haven't slept in months so I reached out to a place called XXXX XXXX who helps with things like this. A nice man named XXXX phoned Mr. Cooper with me on the line yesterday XX/XX/XXXX and and a very not nice lady from Mr. Cooper whos name I forgot said some very interesting things. She said that I filled out a questionaire which I do not ever remember filling out and that supposedly they said I was not qualified for the deferred payment. The only paperwork I filled out was for the modification and that was after they already denied me. Never heard a word about a deferment or that I did not qualify. Matter of fact, I did not know about a deferment that I can remember until XXXX. and according to XXXX and his supervisor, I should be qualified because I was not late on my mortgage prior to being on the forbearance. She also said that income did not matter with the modification because if they could not lower the payment at least XXXX cent then I would not qualify. Why then did they ever reopen a modification. It certainly would not be any better the second or XXXX time or however many times they have tried as now I am all of that money behind and it would make it worse. Why did I jump through hoops and why did they need my husbands income and all of his information if it just didn't matter. The only thing it did was get my hopes up of being able to keep my home as I thought they were helping but did nothing. Myself and XXXX were the ones that made all of the contact to Mr. Cooper to find out any information. I would just get letter after letter saying that they needed the same thing that had to do with my husbands income. At this point they have more information than anyone should need. If I had not been encouraged by them to do the forbearance and that everything would be ok, I would have found a way even if I had to take a loan to pay my mortgage. I will admit I was not knowledgeable about it and had to depend on them to tell me it would be ok but had they not have kept telling me I was fine, I would have NEVER done it. Of course because now I am in danger of losing my home. When I first got my Mortgage it was with XXXX bank. I did a loan modification with them to lower my interest rate and it took exactly 2 days. I guess I should have know. I believe that something underhanded is going on here. Why in good heavens name are they trying to take my home when I have been trying to pay since XXXX. Now I am hearing things like short sale and my home is all I have. I have worked since I was XXXX XXXX XXXX and never asked for any help or have never been on public assistance or anything until I reached out to Mr. Cooper and was encouraged by them to do so and was assured I would not lose my home and that I had all of these options. I have been at my job for 30 years and am a responsible person. I do not understand why they are trying to take my home when I have been trying to pay my mortgage again since XXXX when they told me to call back in XXXX. Something is terribly wrong and now I have been told to call back Friday to hear my fate. I am not sure what you folks do and was told by the nice man at greenpath to reach out to you. I am getting letters from Mr. Cooper saying I should take the paperwork to my attorney if I have one which I guess I may need one. I just don't know what to do but I can't imagine this is ok. I did not ask for covid. I just asked for help to get through it and took it from the very same person who is now trying to take my home from me. I was never late with my mortgage. Because of this, I also looked up Mr. Coopers ratings and they are deplorable. It seems many others are having trouble with them and are in fear of losing their home. Something is just not right. Thank you for taking your time to read this. I hope you will be able to help me. I feel my time is running out. I would be grateful for any help I can get. Thank you again. Sincerely XXXX
Company Response:
State: NY
Zip: 14616
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BACKGROUND For decades, Ive paid my home mortgage using auto-pay, paying each months loan in full. Ive had at least three different mortgage companies for my home loan due to the mortgage being sold to other servicers. My current mortgage lender is Nationstar/Mr. Cooper. I have an exceptional payment history and, until this event, have never missed a single payment. I work full-time as a nurse in a public school. During the pandemic, we had to work remotely. So I relocated to a small town. XX/XX/2021 : I decided to use a different bank account-still within XXXX XXXX-to pay my monthly payments. Using Nationstar/Mr. Coopers online system, I carefully entered all of the information required to change the account. It was accepted. Mid-XX/XX/2021 : I went back home and checked my mail : there was a letter from Mr. Cooper notifying me of two missed payments : XXXX and XXXX. I immediately called and asked for a supervisor to find out how this could have happened and to rectify the issue immediately. I spoke with XXXX XXXX, a very kind customer service specialist. On XX/XX/XXXX, she assisted me in transferring funds to cover the two missed months and to make sure auto-pay was resumed. Some days later, per my request she followed up with me about why this situation happened. She explained that Mr. Coopers online system had not processed the new account number ( something to do with an extra digit? ). She apologized and removed the late fee and penalty fee but only for the XXXX payment. I urged that ( a ) the fees for XXXX also be excused as the missed payments were caused by their error, and ( b ) this situation should not be reported to any credit bureau. She said she would look into these matters. Unfortunately, she never responded to my numerous email and phone messages. For the next few months I called several times talking to different agents about removing the late+penalty fees for XXXX ( {$130.00} ). In late XXXX I spoke to an agent who said that she was able to remove it but that it would take a few days to show up. A few days later, I called back and spoke to a different agent, only to find that it had not been removed. I was appalled. DECEPTIONS and COVER-UPS On XX/XX/XXXX, I reported Mr. Cooper to the XXXX XXXX XXXX ( XXXX ). Nationstars responses contain numerous deceptions. ( 1 ) Attachment 1 ( e ) : For security and confirmation the correct account number is being entered you are prompted to enter the account number twice and unfortunately the account number entered was invalid. [ confusing sentence ] This statement confirms that it was their system error. Their system should have noted that the account numbers that I entered did not match. But, clearly my entries did match because their system accepted my entry. ( 2 ) Attachment 1 ( b ) : They reported that my bank issued an NSF on XX/XX/2021. I never received this and it is not noted on my XXXX XXXX XXXX statement ; ( 3 ) Attachment 1 ( c ) : They said they sent a letter addressing my concerns. The letter that I received ( Attachment 2 ) states, Our records indicate that this account has [ sic ] not reported to the credit reporting agencies in a negative manner for the month of XX/XX/2021 .... But I never inquired about the XX/XX/2021 payment ; I had inquired only about the XXXX and XXXX payments. This is just one example of their carelessness and flippancy. ( 4 ) Attachment 1 ( d ) conceals the truth by saying We were unable to substantiate that Ms. XXXX confirmed that there was an error on our end during her calls with you. They record all of their calls and could reference them by employee and/or customer. They also claimed to have made pre-recorded collection calls to me on 5 occasions between XXXX XXXX and XXXX XXXX. I did not receive any of them, possibly because they called a landline number or an erroneous number. Nationstar/Mr. Cooper is an avaricious and unethical company with communication practices that leave much to be desired. It is no wonder that there is a {$73.00} XXXX judgement against this company [ XXXX : XXXX ] I recently received a mass mailing signed by XXXX XXXX , Chair and CEO of Cooper addressed to the Mr. Cooper Family . It goes on to say... let me just say how happy I am that youre here.I know its been a tough year for so many people. But I want you to know -- now more than ever -- that weve got your back. As a Mr. Cooper customer, youve got an entire team behind you. Yes, an entire team fighting a negligible fee of {$130.00}. A fee that should have been canceled months ago. Mr. XXXX, my intent is to seek justice, not just on my own behalf, but for all of the others who have been similarly abused and dismissed.
Company Response:
State: CA
Zip: 94123
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A