Date Received: 2021-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : We, XXXX XXXX XXXX and XXXX XXXX are in receipt of your XX/XX/XXXX, Notice of Intent To Foreclose. We are responding according to the instructions on page 7 that read Unless you notify us within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof, we will assume this debt is valid. Please accept this letter as our notification that we dispute the validity of this debt. In XX/XX/XXXX, following a suspicious conversation with a Mr. Cooper representative, we contacted Mr. Cooper by email requesting a color copy of the original note and the assigned contract for the subject loan. Mr. Cooper sent a copy of the Note and DOT documents. We then contacted Mr. Cooper by mail in XX/XX/XXXX, requesting a color copy of the original Promissory Note for our property and any transfer documents that you have as proof that Mr. Cooper owns or legally represents the owner of the mortgage or mortgage note for our property at XXXX XXXX XXXX, XXXX XXXX, MD and we receive a copy of a copy instead of a color copy of the original documents as requested. In early XX/XX/XXXX, I attempted to refinance the mortgage with a reputable lender and take advantage of the extremely low fixed mortgage rates. During the application process, the potential lender explained to me that the information I provided in my application was incongruent with their findings. They further explained that Mr. Cooper has a {$0.00} lien on your property, essentially no mortgage. In response to their accusation, I provided them with our mortgage statement from Mr. Cooper to prove I was paying a mortgage to Mr. Cooper for said property. I was unable to proceed with the refinance and the feedback from this reputable lender reinforced our concerns from XXXX about Mr. Cooper having legal rights to our mortgage. Further, Mr. Cooper has not reported our timely mortgage payments since they allegedly acquired the mortgage. The credit bureaus also show us as having real-estate mortgage of {$0.00}. As stated in my XX/XX/XXXX letter, we have deposited the amount of the mortgage ( principal and interest ), taxes, and insurance into a savings account and monthly provided proof to Mr. Cooper of the monthly {$2500.00} deposit. We are gravely concerned about the authenticity of the documents that Mr. Cooper has provided, that Mr. Cooper is the legal representatives of the owner of our mortgage/mortgage note, and Mr. Cooper is legally authorized to continue collecting money for our mortgage.
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was affected by the covid pandemic and applied for forbearance. Once the forbearance period ended, Mr. Cooper offered me a loan modification agreement ( HAMP ). My original loan amount was {$420000.00} in XX/XX/XXXX and my unpaid loan amount was {$400000.00} when the forbearance started. I now received a modification that it is to be in effect in XX/XX/XXXX with a balance of {$440000.00} and extended by 4 years until XXXX/XXXX/XXXX, instead of XXXX/XXXX/XXXX. My rate was decreased by 0.5 % and is offered now at 3.25 %. In addition to that I was requested to pay a monthly escrow of {$1000.00} plus XXXX in a 60 month period. In sum : 1 nowhere in the modification they sent me there is a CLEAR AMOUNT showing what I will pay monthly. 2- My loan of $ XXXX jumped to {$440.00} K in one year- which is XXXX more than before the forbearance, which is they are charging {$2.00} a month for late fees plus 3 years more of payments ( XXXX more in payments ). I am not financial expert but this is not right.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to this company in mid XX/XX/XXXX. I received both an email and a print letter from my old mortgage company ensuring me that I would not experience any disruptions in my payment plan. I paid my mortgage on the XXXX of the month with my old servicer. I allowed one week to pass and noticed on XX/XX/XXXX that no payment had been applied to my new Mr. Cooper account, which indicated that a payment was due and would be late the following week. On XX/XX/XXXX I made a payment through their website. On Monday XX/XX/XXXX, two of my full mortgage payments plus additional principal totaling {$1400.00} were deducted from my account. My husband called Mr. Cooper immediately on XX/XX/XXXX, explained the situation, and asked what we need to do to have one of the charges reversed. They said that they could not to anything until both payments had posted and to call back. On XX/XX/XXXX after the payments had processed he called back. The Mr. Cooper rep told us that this happened because we have two auto pays set up when it is clear on their website that we have XXXX, but that they could refund one of the charges. My husband, the Mr. Cooper customer service rep, and a rep from my bank got on a conference call. Our bank rep confirmed the account numbers and the duplicate charges. The Mr. Cooper rep assured us that our refund was being processed and we would see it in 24-48 hours. After 48 hours had passed, we called back to inquire about why we hadn't seen our refund yet. The person explained that we must have been confused and that our refund was processing but it would actually take three to five business days. On the fifth business day since our initial request, we still had no refund so we called again. We spoke to a new representative who told us that no refund was processing on our account and that the person we spoke to the first time made a note on the account but " didn't know what she was doing '' so the process had not even been started. At this new person 's request, my husband went to the bank and got a partial bank statement showing the duplicate charges ( which our bank had already verified on XX/XX/XXXX ). He was instructed to send them in to a generic email address and told that whoever saw them would " know what it was for ''. We were told we would see our refund within two business days. It is now the second day and it is clear that nothing has been initiated on their end. They are holding {$1400.00} of our money hostage despite our multiple attempts to resolve this and complete compliance with their repetitive demands. On XX/XX/XXXX I sent the company an email explaining that if my situation was not resolved quickly I would be submitting a complaint to the CFPB. They replied quickly to my email stating that they were sorry for the poor customer service and would be calling me to discuss. They never called so I am submitting this complaint two days later as promised.
Company Response:
State: MO
Zip: 64151
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2021 I checked my credit report and noticed that Nationstar/Mr.Cooper has not reported my mortgage payments to the credit bureau from XX/XX/2021 until XX/XX/2021. I called the XXXX XXXX credit reporting company and spoke with one of their agents and told them the balance on my mortgage account is incorrect. The correct balance as of XX/XX/2021 should be {$22000.00}. My mortgage is current and in good standing. I filed a dispute with the XXXX XXXX agent and she said the compliant has been sent to Nationstar/Mr.Cooper. I have not heard back from them.
Company Response:
State: AR
Zip: 717XX
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a complaint against Mr. Cooper, a mortgage servicing company. This company took over servicing my loan in XXXX, XXXX. My homeowners annual premium was due on XX/XX/XXXX. I received a letter from my insurance company on XX/XX/XXXX advising me that my homeowner 's premium had not been paid, and that my policy was in danger of being cancelled for non-payment. I sent an email to Mr. Cooper thru their website on XX/XX/XXXX, asking why that had not been paid when it was due. I received a " form '' email in response several days later, advising me that it would take them 7-10 days to research this. That was interesting, because I could check on their website and find out in less than a minute if it had been paid. Several days after this response (? ), I received ANOTHER " form '' email, telling me that my issue was bring forwarded to the insurance department for review, and that they would be in touch following their " investigation '' into this not being paid. In the meantime, I am receiving calls and letters from my insurance company AND my insurance agent wanting to know if I was going to pay the premium. I have not heard anything from Mr. Cooper since I was told that it had been forwarded to the insurance department. I have ZERO faith in this company to service my mortgage properly. Now I am going to have to double check to see if my property taxes are being paid on time, as well as my homeowner 's insurance. I have not had ANYONE from Mr. Cooper reach out to me by email or phone to tell me what is going on.
Company Response:
State: CO
Zip: 80526
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am the XXXX who listed my clients property for sale in Maryland ( Mr. Cooper, a Texas based mortgage lender / servicer ) has the loan. Originally scheduled to close XX/XX/2021 ultimately closed XX/XX/2021. To date no disbursements have been made as Mr. Cooper will not provide a pay-off amount to the title company. Additionally, they told my client on XX/XX/2021 they would provide an amount but run it through XX/XX/2021 - a full two weeks after he has transferred the property to new owners. Mr. Cooper is non-responsive to email inquiries and initially told the title company it could take 4-5 business days ( which have now passed ) to provide the requested information. This foot dragging and non-responsiveness is costing my client dearly from his scant proceeds and I hope this is not because of his being XXXX.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper AKA IS AT again. After going through several rounds about Escrow. They finally decided to follow the law and do an escrow analysis. It was discovered that I have an escrow surplus. That was recorded on XX/XX/XXXX, I called on XX/XX/XXXX to make an inquiry if the check was actually sent out since it was nearing three weeks. I mentioned this the representative and they offered me a stop payment and reissue of check. I told her please do not that. I then asked her to speak to an Escrow specialist because I had a question. She transferred me I waited for over 45 minutes and no one picked up so I hung up. Later that evening I noticed I had a voice mail. It was a representative calling me to tell me that they placed a stop payment on my check. I called the next day when they opened and found out that this was done and on the same day I received the check, I asked if they could reverse the reversal since it was less than 24 hours. They told me no because a reissue was in progress. I decided to call back to confirm this so the next representative I spoke to said that the check was okay that I had. I asked her to confirm the check that I had was okay so I read the check number to her. She repeated the check number and said it was okay to cash. So I deposited the check into my account only to find out that it was reversed by my bank and my account is severely negative and will incur fees. I called today to only be disrespected by rude representatives and still no clue when I am going to receive this surplus money. Please CFPB will you investigate this company. I am a person who has blessed enough to pay their mortgage on time every month I can't even imagine how they are treating people that are not so blessed.
Company Response:
State: NJ
Zip: 07731
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The MrCooper ( FKA Nationstar Mortgage ) website has been a real problem for the last few months. I have been trying to use it to submit another Covid 19 pandemic relief mortgage forbearance request covering XXXX and XXXX of 2021. However, there is absolutely no way for me to get through their " wrong password '' and other attempts to log on. The last time I was logged on to MrCooper.com, there were no tabs or areas the consumer could use to submit a mortgage forebearance request. Instead, I had to use their " contact us '' button to manually type out in the mortgage payment forbearance request in my own words. Then I somehow got logged out and must have used the wrong password guess a few times after getting logged out. Going through all the various hoops for setting a new password, the new password ultimately obtained did not work to open their portal. Finally, on XX/XX/2021 I used regular USPS Priority Mail to send them the mortgage payment forbearance request, for which I have a tracking number. This is a concern because there is no telling how many homeowners are being cheated out of their rights by this company 's website failing to work properly.
Company Response:
State: MN
Zip: 55126
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan is past the 20 percent equity threshold based on the original home value. They are telling me I must have the home reappraised to ensure my home hasn't gone down in value. However, their own website, which I attached a screenshot of ) is telling me that my house is worth nearly {$100000.00} more than I paid for it and I have 41 % equity in it. This appears to me to be an attempt to nickel and dime more money from me when there is no way to reasonably believe the value of my home has decreased.
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is an update to my original complaint XXXX-XXXX. Mr. Cooper / Nationstar asserted to the Ohio AG that the approved funds were not received, but this is in direct conflict with the correspondence received from XXXX XXXX XXXX XXXX. I am not sure what the problem is, but I need help and neither the mortgage company nor XXXX XXXX XXXX XXXX seem to be able to get on the same page.
Company Response:
State: OH
Zip: 44128
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A