Date Received: 2021-10-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had XXXX XXXX they gave forebode credit never told me that to get back to my regular mortgage I would have to to pay all the missed payments. Its like XXXX dollars all at once
Company Response:
State: PA
Zip: 165XX
Submitted Via: Web
Date Sent: 2021-10-14
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: Issue is with mr cooper mortgage They gave me a loan modification trial back in XXXX of 2021 payment was XXXX I thought it was XXXX ipaid the first month and second the XXXX dollars then told i was in default because of the 5.11 short I called numerous times becauseI never or my attorney in case never received the actual documents for the amount requested I offered to pay the difference once i knew I was off the 5.11 They would not accept this They have since refused to help I have called for a supervisor many times without any response I feel during the height of the covid the paperwork wasnt transmitted properly and no customer servcie to help me I do not want to lose my house because of 5.11
Company Response:
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have Mr. Cooper home loan which was transferred from XXXX. Now the loan is fully paid off. It's been worst experience dealing with Mr. Cooper where i got absolutely no help for anything. I have no statements from prior loan servicers ( XXXX ) -requested Mr. Cooper - they never shared with me. There is a {$45.00} - unapplied funds- i was told that within 30 days - I will be getting a check for that. nothing came. It seems that county recording fees is being paid on 3rd XX/XX/XXXX. But no further communication from Mr. Cooper. For more than 2 years - my online amortization schedule is not made available to me. I have no idea how much mortgage interest i paid for this property for these 6 years i.e. from XXXX to XXXX. Asked at least 10 times to Mr. Cooper- but no response. I have no idea how much mortgage interest i saved by prepaying the loan in the first 6 years. Asked at least 10 times to Mr. Cooper- but no response. Every time I open a CFPB complaint, Mr. Cooper takes it's sweet time of 30 days but then a good for nothing response.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXXXXXX XXXX I was informed by XXXX XXXX XXXXXXXX that Mr. Cooper had rejected my payment " due to : Incorrect biller account. ". I contacted Mr. Cooper at XXXX on XX/XX/XXXX and when prompted by the IVR about why I was calling asked " why did my payment not post ''. The IVR took me to a payments menu, and when none of the options matched my inquiry, I was only given the option to return to the main menu. I posed my inquiry to the IVR multiple times over the 8 minute call, but each time was never given an explanation why my payment did not post or the option to speak to someone. A recording of a portion of my experience is attached. The account number for this bill payment that I specified with XXXX XXXXXXXX XXXX was XXXX and payment was sent to the address on my service transfer notice.
Company Response:
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: THIS COMPLAINT IS BEING RESTATED HERE A SECOND TIME HOPING IT WILL BE PROPERLY UNDERSTOOD. 1. Intentional con-predatory monthly billings 2. unauthorized modification of loan balances and monthly payments as opposed to agreed amortization payment schedule 3. Unauthorized modification, substitution and addition of items on the agreed mortgage loan documents agreement. 4. False claims of Default payments, unauthorized charges and fees 5. Threats of foreclosure, unauthorized surveillance and intrusion, trespass 6. Failure to apply received monthly payments checks, hoarding of payment checks and conversion 7. continuing endangerment of mine and family 's lives and causation of emotional distress and et cetera Neither XXXX XXXX XXXX responded to my complaint. How the money claimed owed {$11.00}, XXXX must be explained in a language an average consumer will understand compared to the loan agreement Amortization schedule. Nothing less than the amortization schedule agreed and signed is a valid method of 'debt collection ' here. The claimed Escrow account must be unveiled as to items encompassed therein where the homeowner pays [ everything ] and conceded by XXXX in a written acknowledgement. XXXX denounces XXXX XXXX XXXX as the attorney in fact. It must produce ( a ) documents signed by the loan borrower mortgaging the property in question ( b ) It must produce documents consented to and signed by XXXX XXXX XXXX ( property owner ) mortgaging the said property ( c ) it must provide documentation verifying its claim the property is insured by FHA/HUD where both entities have sent written verification of non-insurance of the property and et cetera. Yes, publish these so the public will make sense out of your claimed closure of the complaint on the basis of responses recieved.
Company Response:
State: MN
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: 2021-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I received notice that my mortgage will be transferred to Mr Cooper effective XX/XX/XXXX and that my payment due on XX/XX/XXXX should be sent to Mr Cooper. On XX/XX/XXXX, I scheduled a payment for XX/XX/XXXX to Mr Cooper via XX/XX/XXXX Online Bill Pay. The payment was withdrawn from my account as expected on XX/XX/XXXX. On XX/XX/XXXX I was granted access to my Mr Cooper account online and noticed that it said a payment was due XX/XX/XXXX. I called Mr Cooper and spoke with two representatives, neither of whom were able to locate the payment I had made on XX/XX/XXXX. As directed, in order to initiate a " Missing Payment Search, '' I emailed XXXX with proof of the payment and details of the situation on XX/XX/XXXX. I have not received any further correspondence regarding the situation. {$1400.00} has been debited from my XX/XX/XXXX checking account, but Mr Cooper has no record of having received this payment.
Company Response:
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX, I sent in, via fax, a credit withdrawal request form to get {$10000.00} from my line of credit, to Champion Mortgage. My loan number is XXXX. The next day, XXXX, I called to verify receipt and processing of my request and they said they had no receipt of it. I told them that it had been faxed and the fax transmission sent report showed it went thru to the fax line successfully. In the past I have had trouble getting funds every time as they always seem to have some hoop I have to jump thru to get my funds. Sometimes they say the fax didn't come thru properly or it was not readable. But my end showed it was sent successfully. In the past they have told me when I call in to verify receipt of my request, they say it only takes a few hours for them to be able to verify receipt of the request for funds. Then, other times they say it takes up to 2 to 3 days for them to be able to verify that they received my request for funds. Just today, when I called to see if they had my request for funds, and they said that they had no receipt of my fund request, they said that now they require I have to be subject to a call from them sometime after they receive my request, for them to verify if I did indeed sent in the request for funds. So, it now seems that someone with a reverse mortgage serviced by them, has to have a phone in order to receive funds. A supervisor told me this morning that if I am no't home or didn't answer the phone, and after they leave a message asking for a call back, then they would deny the credit draw request. I don't recall seeing any such requirement in my HUD reverse mortgage loan. Last time I made a request on XX/XX/XXXX of this year, they were giving all of this same kind of run around and hassle, saying that my fax was not readable ( in spite of it showing successfully ) and I'd have to send in another one. I asked why can't I sent it in via an email, as in the past, and they said they discontinued that practice. But, after some complaining and speaking to a supervisor, they got approval for me to send to a higher level supervisor via email and he approved it and started the process for it to be sent to my bank account, as has been way I get my funds. So, you can see, that it is always some form of added measures or steps, that I have to comply with to get funds from my HECM loan. They state they are a debt collector and it shows in that they love to harass and make things difficult, on purpose. They seem to always want to stall the process of receiving funds via a reverse mortgage loan.
Company Response:
State: AZ
Zip: 85367
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to " Nationstar Mortgage LLC d/b/a Mr. Cooper '' for loan servicing on XX/XX/XXXX from XXXX XXXX ( though i was notified in XXXX and the due date on the mortgage remained XX/XX/XXXX ). When paying the mortgage the first time on line with " Mr Cooper, '' two mortgage payments were applied rather than one. There is not an explanation about why two payments were made, only that it was a glitch. I am able to cover the additional payment, but have a concern with a loan servicer whose system, so far, has deducted double payments 100 % of the time.
Company Response:
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mother passed away XXXX. She had the mortgage with XXXX XXXX, then it was changed to XXXX XXXX, then changed again to Nation Star. My mother had XXXX mortgages. The first XXXX she didn't know, so she did pay for and file homestead with local government. So she borrowed money again and refinance with whichever one of the names of credit company at that time. She had took out the insurance to pay off loan if something would happen to her, so I would always have a home to care for my XXXX brother. When so did the second mortgage she told me that she had taking out the insurance again with the loan. Now that she gone, I can't find the paperwork and mortgage copy says theres no extra insurance. I need help
Company Response:
State: LA
Zip: 70454
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is towards Mr.Cooper home loan mortgage. The loan is in my husband 's name XXXX XXXX, my name is XXXX XXXX. We did tge forbearance program this year to keep from losing our house due to the economy practically shutting down. Well, in XX/XX/2021 a lady from Mr.Cooper, called my husband 's phone and told him if we made 2 payments that month we would be caught up on our payments. Well we were in the trial period of a set amount to pay during the months of XXXX, XXXX and XXXX. We could not pay a XXXX more towards the payment or the trial period would be canceled. So I ( XXXX ) get on the phone with the lady and I explained this to her and got everything supposedly took care of. Well it came down to the loan papers getting done up and sent to us to get notarized and back to Mr.Cooper. Well, we got the paperwork, and my name had the wrong middle initial. So I contacted Mr.Cooper and they told me to email my social security card and drivers license for verification. So I did.. Well, we never got anymore paperwork with my correct name and so I called to see why and was told I needed to have asked for new paperwork to be sent out.. Yeah that did set good with me.. So in the meantime of waiting to get paperwork, someone from Mr.Cooper would call to see when we were gon na get the paperwork signed and notarized and back to them. Well, XX/XX/2021 I went into the hospital with covid and double phenomena and was put into ICU. On, Thursday XX/XX/XXXX, my husband got to the hospital and was in my room and my phone rang, it was a Texas number calling, and I told my husband " Oh, Mr.Cooper is calling '' and sure enough it was. The lady screened the call and preceded to ask when we were going to get the papers back to them. Well as of the day before when I went into the hospital nothing had come. I asked my husband did anything come from Mr.Cooper that morning of XX/XX/XXXX, and he said yes but I didn't open them. So I told the lady we just got them in the mail that day, she then wanted to know when we were gon na get them back and I told her I was in the hospital and didn't know when I would be getting out. She then said that they could get a notary to come to the hospital for us to sign the paperwork. I told my husband and he asked me how long do we have to get these papers back to them, so I asked and the lady said 30 days. I told the lady to give us our 30 days. Well, every day that I was in the hospital someone called from Mr.Cooper. At this point I felt like we were being harassed. Thank XXXX I was able to get out of the hospital on Monday XXXX XXXX I called Mr.Cooper on our way home that morning to get them to set up a notary to come to our house to get the papers notarized. The notary people came on Saturday. Got that done.. Well the paperwork gets back to Mr.Cooper and I make a payment XX/XX/2021 for my full payment of XXXX At this time, I'm able to start making more payments to get ahead on my house note so XX/XX/2021 I made a partial payment for {$220.00} to go towards my XX/XX/2021 payment, then another partial payment on XX/XX/2021 for {$230.00} to finish up my XX/XX/2021 payment. Well I had to call in because my payments were not going to my next month 's scheduled payment, they were being applied to the principal, when I clearly stated I was making a partial payment. I even emailed Mr.Cooper and asked for someone to contact me back and no one has ever did a follow-up with any of this. But XX/XX/2021, I made 2 partial payments and I had to call in and explain yet again what I wanted done with my money. XX/XX/2021 came, and again I've called different times to see if my XX/XX/2021 payment has processed yet, and as of today XX/XX/2021 my XXXX payment that was received in XXXX still has not been credited to my XX/XX/2021 statement. I've tried to make a partial payment since Thursday XX/XX/2021 for my XX/XX/2021 payment and it will not let me because my money is still sitting there fir my XX/XX/2021 payment. So this is beyond ridiculous and something needs to be done with this company Mr.Cooper. It is our money that is being played with and credit that is being looked at if it goes into a late area. So can you please help with this matter. Thank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX
Company Response:
State: MS
Zip: 393XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A