Date Received: 2021-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since acquiring my loan late XXXX, Mr. Cooper has misapplied regular payments as " Additional Principal Payments '' repeatedly and then marked the month the payment was intended for as " late '' and tacked on fees. Part of this issue seems to stem from the automatic payment for the XXXX of the month arriving early and Mr Cooper 's system simply can not handle receiving early payments ( I've even be asked to send payments in after the due date to avoid this issue ). This has previously impacted my credit score as XXXX XXXX system reported me delinquent even though they had received ALL payments in a timely fashion and I was actually being reported delinquent for paying them one time or a little early ( one or two days prior to payment due date ). This has been an ongoing issue with Mr Cooper staring on XX/XX/XXXX when they misapplied my XX/XX/XXXX payment as extra principal instead of the XXXX payment and then marked XXXX as late. I continually have to monitor this account to avoid being reported to the credit bureau 's again due to Mr Cooper 's negligence in handling my account. Why am I being told to pay my mortgage after the due date to avoid late fees? So I have to pay late to avoid late fees? It's a terrible way to do business and after 3 years I'd think Mr Cooper would have enhanced their system by now to recognize an early payment. I'm attaching the history Mr Cooper recently sent showing how they have mangled this account making it extremely difficult to figure out just what it is they are doing.
Company Response:
State: IL
Zip: 60517
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold/transferred to Mr. Cooper in XXXX of 2021. We recently tried to refinance our mortgage to take advantage of the lower rates and it has come to our attention and surprise that Mr. Cooper has reported my husbands credit as ( 3 ) 60 day lates. # 1, We have never been late on our mortgage payment and never have missed a payment. # 2, I have contacted Mr. Cooper on XX/XX/2021, spoke with XXXX XXXX who is part of the Executive Resolutions Team who said that he will place a investigation in with the prior lender and that his Account Servicing Dept. will be working on this. XXXX did mentioned that Mr. Cooper does not show any payments being missed or any lates. I asked him " why is Mr. Cooper reporting this then? '' He did not have an answer and mentioned that he would look into it. Emails have been going back and forth between XXXX and us, number of voicemails we have left with him and still no answer on what the status is. # 3, This has impacted my husbands credit tremendously and now holding us back on being able to refinance our mortgage. In the meantime, I am spending countless hours on trying to get this issue fixed and still waiting to hear from Mr. Cooper. We are asking for your help on getting this resolved. I can provide whatever you need to show proof of payments for our mortgage. Our Mr. Cooper loan No. is XXXX Case No, XXXX Please help us with getting this fixed. Sincerely, XXXX and XXXX XXXX XXXX or XXXX
Company Response:
State: CA
Zip: 94551
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Once again Mr. Cooper has failed to review my file for a retention option, neither did they ask for any documentation when rendering their decision. Prior to a decision being made and my need for additional financial assistance at the time, I contacted XXXX XXXX XXXX XXXX, a federal organization whose goal it is to assist homeowners impacted by the pandemic with a grant. I was approved for {$10000.00} check # XXXX. Pursuant to the guidelines for distribution of those funds, XXXX XXXX XXXX XXXXXXXX mailed the funds to Mr. Cooper directly, in turn a staff member of the mortgage company sign a release form authorizing the processing of the monies received on their end. As of now Mr. Cooper is in violation of the contract signed and dated by XXXX XXXX on XX/XX/2021. Just a note, I am fully employed and not asking for my payments to be lowered, just to begin making regular or modified payments.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Loan # XXXX Estate of XXXX XXXX XXXX XXXX XXXX Mr. Cooper Please be advised that both my parents passed in XXXX. Since their passing I've have put the subject property townhome located at XXXX XXXX XXXX XXXX, Texas in my name " XXXX XXXX XXXX '' in XXXX XXXX XXXX Texas. I've applied for and was granted homestead exemption from the subject property. Just a note I was a licensed XXXX XXXX in Texas for 13 years. It was simple turn in current paycheck stubs and stay current on them and submit two years of last tax returns. Mr Cooper said there were different options and it would be real simple. I had called on XXXX XXXX Mr Cooper to start my MMA loan process since I had just got a job with XXXX XXXX position as a XXXX XXXX. My balance at that time on the forebearance loan was about {$12000.00} I was told I could pay down as much as could and I would not be able to make any payments and it would be a quick process. I paid it down to about {$6400.00} my balance is now {$14000.00} plus. I was told if I needed to keep some cash for anything during the pandemic might be a good idea to save some cash. The nightmare was ending for me of being unemployed and I could get life back in order. It took three weeks to get application in the mail. I tried to get application sent me by Mr Cooper download but it was encrypted. My phone was old as well as my personal computer and was not able to get it opened. I entered password on phone and tried to download it stated password was wrong and no way to reset it. This process has just taken a toll on my work and my health never know day if I'm going to lose my house. They don't worry we are going to take of everything. I just want help in anyway shape or form. I spoke to an attorney he stated before hiring him I submit a complaint to your agency maybe you all could help. I work on this all weekend and if it sounds all mixed up and makes no Sense that's because it is but it's what I've been put through. This is just wrong plain and simple and if you look around at other forums I'm not the only one going through the same mess. Thank for taking the time to review. XX/XX/XXXX Emailed first MMA loan application, XXXX XXXX dated XX/XX/XXXX E-mailed to XXXX. This email address is where they received documents and same email address where they just don't seem to get receive documents. RED FLAG Refer to XXXX XXXX XXXX XX/XX/XXXX Emailed 2nd paycheck stub from my employer XXXX XXXX. Refer to XXXX XXXX. XX/XX/XXXX Emailed requested HOA fees they stated they can not understand nor could they figures how much the fees are for my HOA. I forwarded them what my HOA always sends to lenders and if was same info we sent on last refinance but they can't figure it out. Spoke to my HOA and they indicated no one else has a problem with what they send. Original docs for HOA sent on XX/XX/XXXX Please refer to XXXX XXXX XXXX XXXX XXXX Forwarded for second time HOA Fees. The stated they did not receive the first time. They were sent to same email address. But keep in mind they stated o they could not understand the documents I sent on the XXXX. Refer to XXXX XXXX XXXX XX/XX/XXXX During this this time they called and said I filled out wrong application after telling me to fill out the one I submitted. Also sent new XXXX XXXX They claim I filled it out the XXXX XXXX wrong but no one can tell how to fill it out correctly. So I just filled in my name and address and signed it. I mean what am I doing wrong. XX/XX/XXXX They were suppose to fax me the right application to XXXX XXXX near my house because I could not download the encrypted application. Set email to let them know i still have not received the so-called right application. Sometime between. XX/XX/XXXX and XX/XX/XXXX someone from Mr. Cooper finally help get the application and I sent it in. XXXX XXXX XXXX XX/XX/XXXX Emailed employment letter. Tried to talk to escalation department that week I was told they could not talk to me because I was not on the loan. But I was told to update documents. You can barely read employment letter but I can forward via email need be. So being so upset and getting tired of there XXXX I re-emailed all documents to prove I was on the loan. I did not take daily notes and I regret not doing it but I'm trying the best I can to explain what I was put through to get this so called don't worry will take care of you loan. XX/XX/XXXX Emailed second loan application because 1st loan application they told me to submitt was wrong application and current paycheck stubb Refer to XXXX XXXX XX/XX/XXXX Re-emailed XXXX now they are talking about IRS no longer accepts XXXX T it's now XXXX XXXX conducted research on IRS rejecting XXXX T indicates it did not started not accepting XXXX T untill XXXX. Did not print no sense for this purpose refer to XXXX XXXX XXXX XXXX, XXXX Re-emailed HOA fees. Refer to XXXX XXXX XXXX XXXX XXXX Emailed another XXXX XXXX I just fill it not knowing what I'm doing wrong just fill it out and send it. I have been told several times it was filled out wrong but know can tell what I did wrong. Asked to have management call level 2 this is now a joke. XXXX XXXX XXXX XXXX XXXX Emailed request to have management contact me. I noted in email that The Department of Savings and Mortgage Lending should be notified by me. Biggest mistake of not following through. I though them know I knew of the agency might help. NOT EVEN CLOSE IT GETS WORSE. Refer to XXXX XXXX XXXX XXXX XXXX Emailed request again to have management contact me. By this point which I stated my health is being effected no sleep from worring and it's starting to effect my work. We stated on XXXX XXXX XXXX to XXXX XXXX XXXX. JUST ANY REQUEST FOR HELP OR CALL BACK IS XXXX. XXXX XXXX Emailed my XXXX Tax return on email it's stars XXXX but it was XXXX. The lady that runs our tax office husband was diagnosed with XXXX so it was taking time to get paper work from her. Yes I said I wish I was XXXX. This is the worst experience I have ever had to deal with in my life. Refer to XXXX XXXX XXXX. XXXX not printing out any other attachments to send not spending another dime on this company. You have a request of an attachment I'll send it. XX/XX/XXXX Emailed info that I spoke to two loan offer friends my and they could not fill out XXXX XXXX because it's lender specific. I had sent them a back one sign so they could fill it out themselves.During this time Mr Cooper finally sent a lender specific filled out XXXX XXXX Refer to EM XXXX XXXX XXXX XXXX Emailed current paycheck Stubb 's request to have senior mangement call. I would get call from Mr Cooper and they would hang up or say they could not connect to the person trying to call me. This went on all the time. Refer to XXXX XXXX XXXX XXXX XXXX Paycheck stubb for what have no idea where my loan is in process. Refer XXXX XXXX XXXX XX/XX/XXXX Online document states I need XXXX but Mr Cooper states just that. I get 1099 from unemployment and I get a 109XXXX for XXXX but your supposed to guess which one you need. I needed a 1099 G from unemployment. pathetic. Refer to XXXX XXXX XXXX XXXX XXXX Emailed XXXX G for unemployment. Refer to EM XXXX XXXX During this period now the want a P & L STATEMENT for XXXX but the lady that runs our little tax office husband is diagnosed with XXXX. XXXX XXXX Emailed that fact that I was working on getting XXXX & XXXX for XXXX statement but the husband of Mine that is the tax preparer of our tax office was diagnosed with XXXX and I don't want to bother her at this time. The only reason we have this little tax office is help provide income for Mine. Refer to XXXX XXXX XXXX XXXX XXXX Emailed another update on why we need time to get XXXX & XXXX Refer to. XXXX XXXX XXXX Finally get help started talking talking to XXXX XXXX XXXX. Emails current paycheck stubs to her she wants help and knows about our tax preparer Mine and her husband 's situation. I'm now in talks with my cousin retired accountant to see if he can help me get this P & L done. I SENT THEIR REQUEST NOW THEY WANT QUARTERLY STATEMENT ENDING XX/XX/XXXX XXXX XXXX XXXX XXXX statement. Just out of the Blue this XXXX is just pathetic get my cousin to help me again. XX/XX/XXXX Emailed XXXX XXXX current paycheck XXXX 's. She forwards to underwriting the XXXX I can figure and very grateful for her help. EM XXXX XXXX XXXX XXXX Emailed bank statements to my cousin so he can help with XXXX & XXXX Statement. XXXX XXXX Receive copy of XXXX & XXXX For XXXX ENDING XX/XX/XXXX and forward XXXX XXXX Emailed XXXX Assumed name of business which was my dad 's now there questioning the legitimacy of the business. XXXX XXXX Ending XX/XX/XXXX. Refer to XXXX XXXX XXXX XX/XX/XXXX Got a call from Mr Cooper all my paperwork is out of date XXXX XXXX THIS PEOPLE. And the clincher I fill out wrong application again. Basically I'm just worn out from this whole process it's like they are just wearing down to force to to sell my home. Refer to XXXX XXXX XXXX XX/XX/XXXX Emailed XXXX again basically begging for help. EM XXXX XXXX Never heard back from her. XXXX XXXX Emailed another application. By this time I have sent them 3 separate applications. This can not be legal. Again they keep running me around in circles on the mean time my balance keeps rising. Refer to XXXX XXXX XXXX. WORK IS BEING EFFECTED CANT SLEEP JUST CONSTANTLY WORRIED WHEN THEY SAID THEY WERE HERE TO HELP. ABOUT READY JUST TO GIVE UP ON XXXX. XX/XX/XXXX Emailed the original first application they reject. I even told them I'm sending you an application you rejected the first time ... XXXX Refer to XXXX XXXX. XX/XX/XXXX Emailed again for second time P & L foe quarter ending XX/XX/XXXX. Notice now how the get emails at the same address that they don't get emails. Refer to XXXX XXXX XX/XX/XXXX Emailed letter again trying to prove the valitaty of the Tax Office again and again another copy of business expenses. If I had know trying to help provide income for a person who has work for my mom and dad for 45 years was this bad I would have closed it. We keep the office open for Mine to help provide her income. By this time her husband has died of XXXX. XXXX XXXX Somewhere in process they were question a check for {$400.00} plus range we accidentally put other under other expenses and it was a contract labor expenses. Explained that to a XXXX XX/XX/XXXX Emailed XXXX XXXX the updated Business Expense Report just as she requested we correct it. She said she would review it and this should be final correction. Man was I a fool. Refer to XXXX XXXX XX/XX/XXXX I'm getting calls that I have not submitted the corrected regarding the experience they wanted correct XXXX I guess never forwarded the correction I have no idea nor at this point to I care this has got to be illegal in some way shape or for. Refer to XXXX XXXX XX/XX/XXXX Email XXXX XXXX to see what was going on with what she told me how to correct. This was just a error on our part on the original expense report. It's been almost a month since I sent it her her I believe it was XX/XX/XXXX. I'm still getting calls for it the corrected report. How can this be happening. Refer to XXXX XXXX XXXX XX/XX/XXXX Forwarded corrected Spreadsheet again and again to the XXXX someone they say they never received it.. Refer to XXXX XXXX I SENT SAME EMAIL TWICE THAT DAY.
Company Response:
State: TX
Zip: 77062
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern, On XX/XX/XXXX, a closing disclosure was signed for the property located at XXXX XXXX XXXX, XXXX XXXX, FL XXXX. During that time, the Lender ( Originator XXXX XXXX XXXX ) collected {$4600.00} as the initial escrow payment at closing for Homeowners Insurance and Property Taxes. Please see the attached documents. The loan was sold to Mr. Cooper and servicing rights transferred to loan number XXXX. On XX/XX/XXXX, the aforementioned property was sold, and the mortgage was satisfied. However, the amount of refunded escrow was incorrect. Once I inquired about the issue with the Servicer ( Mr. Cooper ), it was discovered that XXXX XXXX XXXX never sent the initial escrow funding of {$4600.00} resulting in a negative escrow balance once taxes were paid. The representative I spoke with at Mr. Cooper is XXXX XXXX, Escalations Specialist, XXXX. She confirmed that XXXX XXXX XXXX did not send the money collected at closing. She also provided the two attached files. You will see the amounts were not deposited to my account from the Closing Disclosure where it was collected per the transaction summary. XXXX XXXX has made several attempts to contact XXXX XXXX XXXX and has spoken with XXXX XXXX and XXXX XXXX. However, she has stated that they have been uncooperative and unresponsive.
Company Response:
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am XXXX XXXX XXXX XXXX and I am submitting this complaint myself and there is no third party involved. This just proves that the 3 Credit Bureaus are lack proper record keeping. Now, this account is reporting to be late, yet it is closed and the balance is XXXX. Lets correct this immediately. The Bureaus are required to verify for themselves but I will go ahead and remind you that this account was paid, closed, and no longer active and should have reflected the status of PAID. Provide documentation that the Bureaus have not abrogated my rights by reporting false information, otherwise remove this account immediately.
Company Response:
State: FL
Zip: 33165
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage account with Mr. Cooper collected County Taxes 2 times in XXXX instead of 1 time. On XX/XX/XXXX, Mr. Cooper sent {$3.00}, XXXX to XXXX XXXX County. On XX/XX/XXXX, Mr. Cooper sent {$3.00}, XXXX to XXXX XXXX XXXX. In XX/XX/XXXX, a check from XXXX XXXX County in the amount of {$3.00}, XXXX was payed to Mr. Cooper for over paying the taxes in XXXX because they paid it twice. Mr. Cooper did not return the taxes or the Escrow account. It is XX/XX/XXXX and my escrow account still isn't adjusted/ money has not been returned to my account. This caused my mortgage to go from {$1700.00} to {$1900.00}. A difference of {$190.00} every month since XX/XX/XXXX. That is twelve months of over paying the mortgage payment since it is XX/XX/XXXX. Tax form 1098 from 2020 showed I payed property taxes in the amount of {$6.00}, XXXX. I have called the customer service number five times and spoke to the customer service and chatted online with Mr. Cooper and nothing has been done. My daughter called and spoke to a supervisor, XXXX XXXX in the Executive Resolutions Team on XX/XX/XXXX. Ms. XXXX tried to say it was an payment for XXXX. I had the account open and it showed I paid the taxes in XXXX. She walked that back. She found that XXXX XXXX County sent the check back for double payment in XX/XX/XXXX. She said she would escalate the situation to XXXX who handles the taxes for Mr. Cooper. She sent an email to confirm that on XX/XX/XXXX after speaking to my daughter and myself. She said it would be resolved in 9 days. Left a message on my home answering machine on XX/XX/XXXX stating it was being processed. On XX/XX/XXXX I got an email from Ms. XXXX stating she was still waiting for XXXX to get to her. I wrote her back in frustration but stayed respectful. I have heard nothing. My daughter left a message for Ms. XXXX on XX/XX/XXXX letting Mr. Cooper know that we were making a complaint. For over a year, we have tried to get this resolved. We need help. My wife has XXXX. I am busy from morning to night. We have a lot of medical bills to pay. This situation is unconscionable and illegal. I am unable to refinance at a much lower interest rate until this issue is resolved.
Company Response:
State: DE
Zip: 19808
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently requested from my loan servicer Mr. Cooper ( Nationstar ) to remove the PMI from my loan as the LTV has dropped below the 80 % threshold, I have had no late or missing payments in the 5 1/2 years I've had the loan, and the property value has increased substantially. I received a call today from a person in their Insurance department, and he told me that the removal of PMI was based solely on the original amortization of the loan, and I told him that the guidelines clearly state that it also states 'based on actual principal payments '. Mr Cooper is in violation of the XXXX Guide section 8203.2 ( a ) Borrower-requested cancelation of Borrower-paid mortgage insurance based on the original value. The original purchase price of the home was {$130000.00} in XX/XX/2016, and the loan was originated with a 5 % down payment, which brought the pricipal balance down to {$120000.00}, or 95 % LTV. With my most recent payment, the principal balance is now {$100000.00}, or 79.74 % LTV.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I completed 18 partial payments of 18 Forbearance months due to hardship still there is a balance of {$19000.00} My monthly Payment {$2400.00} Lender won't allow me to continue with my monthly payments until ; The balance of XXXX +is paid in full They demand a lump sum or to pay it in XXXX to 6 months, insane Plus the current monthly payment I tried to pay TODAY XXXX and can not do it I have filed for the assistance they insist on me to give them the keys and walk out The want to steal my house Highly predatory behavior I never late on my payments always on time the payment history doesn't lie if they don't take my payment they will ruin my credit If they give me 18 months to pay the forbearance i will do it They refused to help This is criminal behavior.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since the beginning of 2021, I have been making regular mortgage payment plus additional principal payment in an effort to payoff current mortgage. Since XX/XX/2021, I have had to call Mr Cooper because of misappropriation of the principal payments. Mr. Cooper will take the principal only payment and divide it into principal, taxes and interest. After placing a call, i would be reassure that they would reapply the extra amount to principal only. I was also informed to make regular monthly payments then the next day make a principal only payment. In XX/XX/2021, I make a regular payment then the following day a principal only ; however, the principal only was misappropriated again. I am needing assistance with Mr. Cooper to insure that my extra principal only payments are applied according to my instructions.
Company Response:
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A