Date Received: 2021-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom it May Concern ; I am writing and asking for help re mortgage. Currently mortgage is with MR. Cooper. Mr. Cooper is not lender. Mortgage was sign originally in XXXX with XXXX XXXX a Division of XXXX XXXX XXXX XXXX XXXX. In XXXX was transfer or sold and currently is with MR Cooper who is 3 party on this mortgage. Mr. Cooper provides only invoices and account information. This loan is agreement with XXXX XXXX Rates. Rates are changed every 6 months and are between 11.75 % and 5.750 % .Currently LIBRO will be phase out and will be replaced. How I am affected with this change? Please can you advise or recommend any other agency who can help and look at this closer in history of payments.
Company Response:
State: CT
Zip: 06825
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021, there was a problem with the overdraft protection feature of my XXXX bank accounts. Although I had ample aggregate funds in my XXXX accounts, one sub-account that was dedicated to regular recurring payments had insufficient money due to an incomplete transfer between my accounts. I was supposed to have overdraft protection linking these accounts but it failed to work. Upon notification, I immediately funded the deficient account. I later called XXXX Banking to ensure that everything was current on my account, and to inquire why the overdraft protection failed. The XXXX Banking agent informed me that the overdraft protection had not been correctly linked by the bank. XXXX refunded all of the NSF fees and attempted to correct the missing overdraft link. The XXXX agent noted there was a technical glitch that prevented her from immediately correcting the overdraft protection link but put in a work request to have that fixed. I specifically asked the agent to review the entirety of my account, including my mortgage, to determine if anything else needed attention. My mortgage is also with XXXX ( Nationstar sub-servicer ) and I asked to review the account ( my mortgage is one of the accounts listed on my main account page ) to see if there was anything else that needed to be corrected, and to make sure that my account was current. She assured me that everything else was indeed current and that my autopays were still in place etc. Based on the information given to me by XXXX I believed that the problems had all been rectified. However, on XX/XX/2021 I received notice from one of my other banks that my credit score had dropped 91 points. I immediately called XXXX and was passed to the Mortgage Department, who informed me that I had previously been given incorrect information by the original agent. There was still a problem with my XXXX mortgage because the XX/XX/2021 payment had never been re-attempted. While my autopay paid as normal from XXXX onwards, the XXXX payment had not been re-processed after we resolved the account linkage issue. Therefore, there was still one month that needed to be made up. I asked why I had not received any kind of early intervention in regards to the late payment. I have a secure message center both in XXXX Banking and in XXXX Mortgage and there was no notification posted there ( images available ) and there was nothing in my XXXX Mortgage notifications ( images available ). In addition, I had received email confirmation ( image available ) that my XX/XX/2021 mortgage payment had been posted, but after the agent worked with me to resolve the account linkage issue, there was no further communication or e-mail confirmation to inform me that there was an outstanding balance for XXXX. Based on my conversation with the XXXX agent and my manual transfer of funds into the account, I fully believed ( and had been told ) that my accounts were all up to date and current. I asked why I had not been contacted via phone as I have several numbers listed on my account and I was told that they tried to call my office number ( as opposed to my two home phone numbers in my XXXX account ) but did not leave a message. The representative stated that they sent a letter which I never received. I asked if there was any tracking information, signature or certified mail for this letter and was told that there was not. I immediately paid the outstanding balance. Since it was XX/XX/XXXX I now had a " rolling late '' of two months due to one payment. I was then referred to the Executive Resolution Teams both at XXXX XXXX and XXXX Mortgage ( Nationstar ). I had extensive discussions and opened up an initial inquiry. I followed up with a credit dispute claim based on the fact that my overdraft protection was not correctly set-up by the bank, that I received false/misleading information in the first call with the XXXX agent indicating that my accounts were current when they were not, and that there had been no good faith efforts made to establish live contact with me through the multiple channels of communication available. Both XXXX Banking and Mortgage have binding legal obligations to not provide false or misleading information in the course of a debt collection, and to make good faith efforts to establish live contact with the customer in these situations. I received a notice that my phone inquiry for a credit dispute was denied. My fiance and I are shopping for a new house and had found home but because I have this issue on my credit I have been told that I am going to be unable to get a mortgage no matter the amount of down payment or the amount of assets I have.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
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: n XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs and written explanation of hardship. The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs. On XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs. On XX/XX/XXXX and XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed. This was the first time I had been asked for these documents and I was in training at the time. I sent the documents in and the application was reviewed. On XX/XX/XXXX,, XX/XX/XXXX, and XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed. I called in regards to the rejection and the technician on the phone was unable to explain why the documents had been rejected. They told me that I should resubmit the documents as is. I did so. Note : 30 day pay stubs were accepted. On XX/XX/XXXX, XXXX, XXXX, and XXXX, XXXX my application was returned due to missing/documents that needed to be updated for current lease agreements, proof of occupancy, most recent 1040s and 30 day pay stubs. The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason I did not live in the property so I could not provide proof of occupancy I had already submitted my full tax return multiple time and each time it had been accepted. 30 day pay stubs were submitted again. On XX/XX/XXXX, XXXX, XXXX and XXXX XXXX my application was returned due to missing/documents that needed to be updated. The request this time was for an updated XXXX, Explanation of hardship, Income verification, 30 day pay stub, Current Lease ( only on the XX/XX/XXXX and XXXX rejections but the lease agreements were accepted on the XX/XX/XXXX, and XXXX notices ) The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason. I resubmitted A new XXXX was submitted ( unchanged for previous ) 30 day pay stubs were sent in again for the XX/XX/XXXX and XXXX applications. I was finally informed that I needed to have 90 day pay stubs by a representative and I submitted them. The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone. I spoke to Mr. Copper rep and they told me that it was not needed. I sent a new one in anyway. On XX/XX/XXXX, XXXX, XXXX, and XXXX XXXX a Mr. Cooper employee Mr. XXXX told that he could assure me that I would not be reported late on my mortgage as long as I submitted the appropriate documents. Those documents were submitted on XX/XX/XXXX and I spoke to Mr. XXXX again on the XXXX to assure the documents were received and they were accurate. He assured me they were and again assured me that at no point would I be reported late. These conversations were all had on a recorded line. I was worried that something like this would happen so I was very specific about making sure that we didnt run into this issue. I am an XXXX XXXX XXXX XXXX and I can not risk having certain things on my credit because it will impact my security clearance. The above time line took place between that phone call and current date. Mr. Cooper reported my mortgage 120 days late in XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. As you see in the time line above I made EVERY POSSIBLE EFFORT to accommodate each request made by Mr. Cooper. However, due to inconsistencies within the audit process, misleading information within the missing documents notifications send, and lack of training with customer service representatives. On XX/XX/XXXX all negative items for XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were removed from my credit report. Then again on XX/XX/XXXX all of these items were reported again. Outside of on conversation in XXXX of XXXX ( which was handled ) ever customer service representative I have spoken to has been extremely professional however it is clear and evident that they are not knowledgeable in the mortgage process. This is shown by the fact that I was told multiple times to resubmit documents ( leases, pay stubs, tax forms, and hardship explanations ), however a different representative tells me that the letter and all the other reps were wrong and the actual problem is the document needs different information or additional information. During XXXX my loan modification was finally approved with the same documents I had been providing the entire process. Since than I have contacted Mr. Cooper at least 20 times attempting to resolve this issue. Most recently they added a late payment mark for XX/XX/XXXX bringing the total to 7 negative marks. The entire time during this process I was in the loan modification which qualifies for as a workout plan to bring the account current. The statement below is in the document attached. " This credit reporting suspension will continue only while the Forbearance Plan is in place, but you will be reported delinquent at the conclusion of the Forbearance Plan if you do not bring the account current at that time or enter into a workout plan to bring the account current. '' Since this dispute has began I have been told multiple times by Mr. Cooper reps on the phone that the issue is either corrected, is being corrected, or I need to contact a specific specialist. The specialist I have been directed to contact are below. None of them have returned my phone calls or emails. I have called and left dozens of voice mails for each and sent at least 3 emails to each rep. Mrs. XXXX XXXX, Mrs. XXXX XXXX I have also reached out to the Mr. Cooper dispute email boxes XXXX and XXXX and have gotten zero emails back outside of a generic denial or and acknowledgment of receiving the dispute. Furthermore, they have taken over 30 days with multiple disputes.
Company Response:
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
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: n XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs and written explanation of hardship. The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs. On XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs. On XX/XX/XXXX and XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed. This was the first time I had been asked for these documents and I was in training at the time. I sent the documents in and the application was reviewed. On XX/XX/XXXX,, XX/XX/XXXX, and XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed. I called in regards to the rejection and the technician on the phone was unable to explain why the documents had been rejected. They told me that I should resubmit the documents as is. I did so. Note : 30 day pay stubs were accepted. On XX/XX/XXXX, XXXX, XXXX, and XXXX, XXXX my application was returned due to missing/documents that needed to be updated for current lease agreements, proof of occupancy, most recent 1040s and 30 day pay stubs. The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason I did not live in the property so I could not provide proof of occupancy I had already submitted my full tax return multiple time and each time it had been accepted. 30 day pay stubs were submitted again. On XX/XX/XXXX, XXXX, XXXX and XXXX XXXX my application was returned due to missing/documents that needed to be updated. The request this time was for an updated XXXX, Explanation of hardship, Income verification, 30 day pay stub, Current Lease ( only on the XX/XX/XXXX and XXXX rejections but the lease agreements were accepted on the XX/XX/XXXX, and XXXX notices ) The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason. I resubmitted A new XXXX was submitted ( unchanged for previous ) 30 day pay stubs were sent in again for the XX/XX/XXXX and XXXX applications. I was finally informed that I needed to have 90 day pay stubs by a representative and I submitted them. The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone. I spoke to Mr. Copper rep and they told me that it was not needed. I sent a new one in anyway. On XX/XX/XXXX, XXXX, XXXX, and XXXX XXXX a Mr. Cooper employee Mr. XXXX told that he could assure me that I would not be reported late on my mortgage as long as I submitted the appropriate documents. Those documents were submitted on XX/XX/XXXX and I spoke to Mr. XXXX again on the XXXX to assure the documents were received and they were accurate. He assured me they were and again assured me that at no point would I be reported late. These conversations were all had on a recorded line. I was worried that something like this would happen so I was very specific about making sure that we didnt run into this issue. I am an XXXX XXXX XXXX pilot and I can not risk having certain things on my credit because it will impact my security clearance. The above time line took place between that phone call and current date. Mr. Cooper reported my mortgage 120 days late in XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. As you see in the time line above I made EVERY POSSIBLE EFFORT to accommodate each request made by Mr. Cooper. However, due to inconsistencies within the audit process, misleading information within the missing documents notifications send, and lack of training with customer service representatives. On XX/XX/XXXX all negative items for XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were removed from my credit report. Then again on XX/XX/XXXX all of these items were reported again. Outside of on conversation in XXXX of XXXX ( which was handled ) ever customer service representative I have spoken to has been extremely professional however it is clear and evident that they are not knowledgeable in the mortgage process. This is shown by the fact that I was told multiple times to resubmit documents ( leases, pay stubs, tax forms, and hardship explanations ), however a different representative tells me that the letter and all the other reps were wrong and the actual problem is the document needs different information or additional information. During XXXX my loan modification was finally approved with the same documents I had been providing the entire process. Since than I have contacted Mr. Cooper at least 20 times attempting to resolve this issue. Most recently they added a late payment mark for XX/XX/XXXX bringing the total to 7 negative marks. The entire time during this process I was in the loan modification which qualifies for as a workout plan to bring the account current. The statement below is in the document attached. " This credit reporting suspension will continue only while the Forbearance Plan is in place, but you will be reported delinquent at the conclusion of the Forbearance Plan if you do not bring the account current at that time or enter into a workout plan to bring the account current. '' Since this dispute has began I have been told multiple times by Mr. Cooper reps on the phone that the issue is either corrected, is being corrected, or I need to contact a specific specialist. The specialist I have been directed to contact are below. None of them have returned my phone calls or emails. I have called and left dozens of voice mails for each and sent at least 3 emails to each rep. Mrs. XXXX XXXX, Mrs. XXXX XXXX I have also reached out to the Mr. Cooper dispute email boxes XXXX and XXXX and have gotten zero emails back outside of a generic denial or and acknowledgment of receiving the dispute. Furthermore, they have taken over 30 days with multiple disputes.
Company Response:
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Dear Sir or Madam, 1. NSTAR Account XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I immediately disputed this information with NSTAR and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX BCC : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Missing payments, missing 6 years of payment history, debt can not be validated but they are still reporting it and still billing while i am in dispute of the amount owed. The amount due has been incorrect for years
Company Response:
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been disputing my account balance for years now because the balance isnt matching up with amounts paid, the balance is incorrect, i requested debt validation and they sent me what they had but then stated that they could only send me what info they had while they serviced the account, which means they are missing 6 years of payments, fromXXXX through XX/XX/2012, which means this debt can not be validated and they have willfully non complied for at least 8 years of them servicing the loan. They also refused to stop billing or reporting this account while i am disputing the account balances.
Company Response:
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2021-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage Holdings, Inc ( dba Mr Cooper ) purchased my Mortgage from XXXX XXXX XXXX. During the pandemic, I took the option of a loan forbearance offered by 'Mr Cooper '. 9 days prior to the end of the Forbearance period, they instructed another company - 'XXXX XXXX XXXX XXXX XXXX - to enter on to my property, drill holes into my house and attached a lock box to prevent my access. I instructed Mr Cooper for my payments to resume on completion of the forbearance period, but they have ignored those repeated instructions. I have been in constant contact through their XXXX XXXX XXXX ( @ XXXX ) requesting to resume payment following the Forbearance. They stopped responding some time back. I've also tried through the secure massage system on the website, and also to each of XXXX, XXXX, and XXXX via emails to confirm the resumption of my monthly payments. I have also repeatedly requested Mr Cooper and XXXX XXXX XXXX to to remove the lockbox and repair the damage from the drilling. Mr Cooper says that's the responsibility of XXXX XXXX XXXX, and XXXX XXXX XXXX are saying they're just doing as ordered by Mr Cooper. I have the dated letters from XXXX XXXX XXXX and screenshots from the Mr Cooper portal for the Forbearance periods where they send people to lock up my house during that agreed period. I'm still waiting to resume my repayments as Mr Cooper won't respond to me.
Company Response:
State: NY
Zip: 10573
Submitted Via: Web
Date Sent: 2021-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my condo in XXXX and it was an FHA loan. The lender at the time was XXXX, who went belly up and then XXXX got my loan. A few years after that Mr. Cooper became the servicer of my loan. ( Please be advised that I have never refinanced, modified or done any such thing with my mortgage loan ). In XXXX, I was applying for a loan modification or short sale after the real estate marked crashed, and my property was inadvertently foreclosed. XXXX XXXX purchased my home, however, remember, I have never refinanced nor signed any documents regarding my home, so it should in fact still be an FHA loan which is what it was when I purchased my home. My home should have never been foreclosed on because I had filed XXXX XXXX Bankruptcy, however, from what I was informed by the lender, the person handling my account, mother was in emergency and no one had her password to stop the foreclosure sale. The foreclosure sale was rescinded and my property went back into my name. The reason that I'm contacting you now, Mr. Cooper who is the servicer, ( I guess ), of my mortgage loan, and I put a forbearance agreement during the Pandemic whereby any arrears would be placed at the end of my loan. In XXXX, when Mr. Cooper would not provide an extension for the forbearance that was put in place, ( they said that my property would not qualify because I did not have a government secured loan. Again, I should still have the FHA loan that was obtained when I purchased the property because I have ever refinanced, or anything. Mr. Cooper wanted my entire loan balance to be paid in full ). I then told Mr. Cooper that I wanted to do a loan modification. Mr. Cooper informed me that I could only qualify for a short sale, or deed in lieu. Well, I " was not '' going to do a deed in lieu and told Mr. Cooper that I wanted to do a short sale so they approved me for that around XX/XX/XXXX. In XX/XX/XXXX, ( which is our rainy season here in CA ), I learned that my condo had mold after the two units below me had flooded. [ Our condo building had just gotten a new roof in XXXX ], and that needed to be remediated prior to me putting my home on the market. I informed Mr. Cooper of all the details involving this serious matter regarding the mold in my home, in addition to letting them know that I was waiting for my insurance provider to approve my claim for mold remediation work to take place. I did not get approval for my insurance claim for the mold remediation work until about one month ago from my insurance provider, and the mold remediation work is now completed as of Monday, XX/XX/XXXX, of this week. Now, I'm waiting to have drywall, etc. finished. ( mind you I had to move out of my home and have been at a hotel since XX/XX/XXXX, waiting for the claim to be approved by my insurance provider because I was getting sick from the mold ). Mr. Cooper was always in the loop of what was going on regarding the mold issues with my home and my waiting to have my insurance provider approve the claim. ( I was unemployed at the time. I received a trustee sale notice with a sale date of XX/XX/XXXX. I contacted Mr. Cooper at least 20 days prior to the trustee sale date asking for a postponement/cancellation but to no avail. During this 20 day period prior to the foreclosure sale date, I spoke with Mr. Cooper and they referred me back to the trustee, XXXX. I spoke with XXXX, and they referred me back to Mr. Cooper stating that Mr. Cooper would be the one to make that determination. ( Mind you, I already knew this ) but I was taking instructions from both Mr. Cooper and the trustee, XXXX. Nevertheless, since I wasn't getting anywhere with Mr. Cooper, on XX/XX/XXXX, I filed a Chapter XXXX Bankruptcy. The next day, ( XX/XX/XXXX, the scheduled sale date, I was checking in with the XXXX, and I was informed that my property had been foreclosed on and gone to Auction. Quality informed me that here were no takers at Auction ( it was too high, I know this - {$630000.00} beginning offer amount, so afterwards, my property went back to the lender ) I also informed Quality on XX/XX/XXXX, the foreclosure date, that my property should have never gone into foreclosure because I had filed bankruptcy, on XX/XX/XXXX, and forwarded them a copy of the filing on that day. I also forwarded a copy to Mr. Cooper. I have been in constant communication with XXXX and they informed me that they were working with Mr. Cooper on getting the sale rescinded. It's now been over 4 weeks now, and to date, this process and Notice for Rescinding of Foreclosure sale has not occurred! To date, my property has not been rescinded back into my name, and it shouldn't take all this time for Mr. Cooper to do whatever they need to do to make that happen! Please be advised that I also have a meeting of creditors scheduled for XX/XX/XXXX, in which the BK trustee is talking about changing my case to a Chapter XXXX ( therefore there would be no protection for my home ), etc. Help!!!
Company Response:
State: CA
Zip: 94610
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was bought by Mr Cooper/ Nationstar Mortgage XXXX in XX/XX/2021. My homeowners insurance was due and not paid by Mr Cooper. I called Mr Cooper and they issued a check but my ins co did not receive it and I was receiving cancelation notices. I called mr Cooper and they cut another check to the ins co and sent overnight. For a total of two debits of XXXX from my escrow account. Since then Mr cooper has not credited back one of the XXXX payments to my escrow account that they deducted resulting in my payment being increased. I've made several phone calls and spoke with both customer service and the escalation department and this has still not been resolved. I escalated to a manager and was told it would take 48 hours for a call back and never received a call back. In addition I've made an additional escrow payment of approx XXXX which has yet to be reflected in my escrow account as well. Need both amounts added to my escrow account and monthly payment reset back to my original amount.
Company Response:
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A