Date Received: 2021-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer, Mr. Cooper, is supposed to pay my property taxes out of my escrow account. They sent my XX/XX/XXXX and XX/XX/XXXX tax payments ( {$1500.00} each time ) to an incorrect parcel number in XXXX County, California. I spoke with my county who advised me to have Mr. Cooper contact them and simply request a transfer of the tax monies from the " wrong '' account to my account. I communicated this to Mr. Cooper in a letter dated XX/XX/XXXX. Rather than having the tax payments transferred, Mr. Cooper levied a new charge of {$3000.00} against my escrow account on XX/XX/XXXX to pay the " missing '' tax payments. As a result, I received an escrow statement showing my escrow account had a shortage of {$3000.00} and my monthly payment will increase by $ XXXX/month for 12 months starting in XXXX of XXXX (? because of a {$1400.00} shortage? ). 1 - I sent my First Notice Of Error letter to Mr Cooper on XX/XX/XXXX. 2 - No indication in any Mr. Cooper paperwork that I am due a refund in order to make my escrow account whole and as it was before their errors. 3 - Only acknowledgement and response from Mr. Cooper so far is XX/XX/XXXX acknowledgement of original letter stating that I would receive a response from them by XX/XX/XXXX. XX/XX/XXXX response letter stated I would receive a response by XXXX XXXX.
Company Response:
State: CA
Zip: 92264
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan No. XXXX Mr. Cooper XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX RE : Appeal of loan modification denial ( XX/XX/XXXX ) Loan No. XXXX To Whom It May Concern : On XX/XX/XXXX, Mr. Cooper sent a denial letter to my advocates office. I am appealing this denial for the reasons outlined below. The denial letter states that ... based on eligibility requirements of the owner/guarantor/trustee of my mortgage, I was declined for a Standard Modification. The letter further states that the reason for denial was that my loan had been... previously modified. Upon review of the Pooling and Servicing Agreement ( PSA ) it seems that there are no prohibitions in the PSA and thus by owner/guarantor/trustee that would stop Mr. Cooper from allowing a second loan modification in my circumstance. Section 3.07 of the XXXX XXXX XXXX XXXX XXXX XXXX For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series 2005-8, Pooling And Servicing Agreement has been included below : SECTION 3.07 Collection of Certain Mortgage Loan Payments. The Master Servicer shall make reasonable efforts to collect all payments called for under the terms and provisions of the Mortgage Loans, and shall, to the extent such procedures shall be consistent with this Agreement and the terms and provisions of any related Primary Mortgage Insurance Policy and any other applicable insurance policies, follow such collection procedures as it would follow with respect to mortgage loans comparable to the Mortgage Loans and held for its own account. Consistent with the foregoing and the servicing standards set forth in Section 3.01, the Master Servicer may in its discretion ( i ) waive any late payment charge or, if applicable, penalty interest, only upon determining that the coverage of such Mortgage Loan by the related Primary Mortgage Insurance Policy, if any, will not be affected, or ( ii ) extend the due dates for Monthly Payments due on a Mortgage Note for a period of not greater than 180 days ; provided that any extension pursuant to clause ( ii ) above shall not affect the amortization schedule of any Mortgage Loan for purposes of any computation hereunder, except as provided below. In the event of any such arrangement pursuant to clause ( ii ) above, the Master Servicer shall make timely advances on such Mortgage Loan during such extension pursuant to Section 4.03 and in accordance with the amortization schedule of such Mortgage Loan without modification thereof by reason of such arrangements. Notwithstanding the foregoing, in the event that any Mortgage Loan is in default or, in the judgment of the Master Servicer, such default is reasonably foreseeable, the Master Servicer, consistent with the standards set forth in Section 3.01, may waive, modify or vary any term of such Mortgage Loan ( including modifications that change the Mortgage Rate, forgive the payment of principal or interest or extend the final maturity date of such Mortgage Loan ), accept payment from the related Mortgagor of an amount less than the Stated Principal Balance in final satisfaction of such Mortgage Loan ( such payment, a Short Pay-off ) or consent to the postponement of strict compliance with any such term or otherwise grant indulgence to any Mortgagor, if in the Master Servicers determination such waiver, modification, postponement or indulgence is not materially adverse to the interests of the Certificateholders ( taking into account any estimated Realized Loss that might result absent such action ). ( emphasis added ) Since the eligibility requirements of the owner/guarantor/trustee are not the reason for the denial, I request that the modification application be re-reviewed for any and all programs offered by the owner/guarantor/trustee as was promised by Mr. Cooper when the process was started. Thank you for your continued cooperation on this matter. Sincerely, XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2021-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Background - Mortgage bought out by Mr Cooper. Issues - 1. On App -- Payment that was rejected shows payment accepted after. {$1300.00} Both Payments have date timestamps only and no Hour / Minute -- I believed the payment was fine given the Rejected payment was shown before the payment made leading me to believe that it was rejected, and then paid by my wife when she said she tried to fix the issue. 2. The app does not show my total balance owed, it only showed how much I needed to pay for my next payment. I believed I owed no debt resultant of this and had enrolled in auto pay. 3. Mr Cooper made no attempt to collect the debt from me, I found out about the amount owed when I had lost 73 points of credit from one report from Mr Cooper effectively destroying my otherwise ~XXXX credit score. I feel this is not ethical, I have an app, an email, phone number, mailing address all registered... I would not feel cheated had there been any attempt to collect debt before reporting.
Company Response:
State: NY
Zip: 12205
Submitted Via: Web
Date Sent: 2021-10-09
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: Mr Cooper home loan company refuses to take my payment over and over after we took a covid 19 payment forerance XXXX I started back on payments in XX/XX/XXXX where they would only take a portion they told me only of XXXX of regular payment amount which was XXXX my loan payment is XXXX normally so that's what I did for three months on time. I was told after 3 payments this way they would work with me and refinance to terms for covid 19 relief. I was then given papers to refinance my home in a 40 year loan vs my 20 year loan at same rate which is higher than average interest rate and I didn't want a different amount of years in loan we are already in. I was told by the legally they won't refi my loan or any other servicer for 12 months. My husband is XXXX and I'm XXXX on ssdi since XXXX. I then was very upset they told me this was all they could do and I need to sign it I did not I wanted the amount to be put on back end of loan only or refinance with options for terms and less interest charges. I was very upset and made calls to an Mortage loan office that I have used in the past and was told how they can't do what they are they durning this time gave me no access to online loan details nor was any of my calls going through. I got through to a division of Mr Cooper that deals with issues with consumers and I basically told them you are lying and giving misleading and inaccurate information and making me feel I have to do something that is not what I see nor read about on covid 19 Mortage relief per the government. I was after hours of research able to find out that I need to go to my original payment amount and pay 3 payments on time and I can refi with a FHA or Va loan. My husband is also a veteran but we have a conventional loan at this time. So after knowing this had to call back Mr Cooper stated all the information I had learned telling them how fraudulent there are being and how unlawful there practices are being because again they would not take my payment finally got a representative from Mr Cooper to force my original loan payment for 2 months XX/XX/XXXX and XX/XX/XXXX. I said I would call re the XX/XX/XXXX just to confirm what date to process payment and they didn't want to take it again with out full amount due including payments missed from covid 19 relief or nothing again had to spend hours being transferred to person to person when someone forced payment through.. this has been very stressful and time consuming I feel like I've been lied to over and over for there benefit reguardless of the law please help I would like to get into HUF program when available for the past Mortage and to be given truth from these companies and help not taken advantage of for there own financial gain...
Company Response:
State: CA
Zip: 94561
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on a refinance loan earlier today with a local title company at which I happen to also be a Closer. At XXXX today, a woman showed up at my door with a packet of papers and tells me she is here to close my loan. I told her no, she is mistaken as we have already closed. She refused to tell me her name until I threatened to call the police ( XXXX XXXX and she says she works for herself so have no kind of business affiliation ) or who she got the documents from, and then rather than resolve this error, she drove off with all of my personal, private information printed on documents that I will have absolutely no way to confirm she disposed of properly. I am absolutely disgusted by the blatant disregard that has been given to my personal private financial details and am extremely concerned about my information being mishandled.
Company Response:
State: WI
Zip: 53546
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I finished my forbearance payment x3 which ended in XX/XX/2021. I called another mortgage company to refinance my home and they want a loan modification letter from Mr. Cooper. When I contacted Mr. Cooper, they said verbally that they are able to lower my APR from 5.25 % to 3.25 % and they are going to mail the modification letter in XX/XX/2021 that requires my signature. I have not seen the documents yet. I kept getting calls saying my mortgage is due. When I spoke to Mr. Cooper 's manager, she said I am not liable to pay anything right now because a delay on their end. I have not been billed since XX/XX/2021, and I said I don't want to be liable for extreme late payment due to their delays. I tried calling x2 and their line is cut off. I would like to change my mortgage company but can't move forward without the loan modification letter. Please advice.
Company Response:
State: CA
Zip: 94547
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I spoke with MR.COOPER ( my current mortgage lender ) on XXXX regarding their current home refinance rates. I notified the individual on the phone that I was already working with another lender for a refinance, and I was just looking to hear from MR. COOPER about what they could offer. The individual on the phone asked me some questions about home value and income, but presumably already had my SSN and other information about me because they're my current lender. I became extremely uncomfortable when XXXX XXXX ( the agent on the phone ) asked me to sign something that she had just sent over via email. I told her that I was merely looking for what rates they had ; not to fill anything out. I ended the call. She called me back repeatedly, but I was not interested and not comfortable with speaking with her any more. Then, on XXXX, MR COOPER pulled my credit for a hard inquiry for a mortgage, to which I never consented. In addition, they damaged my credit score, causing it to decline by a few points, which is now an issue for the loan that I have in underwriting. I at no time gave consent or filled out an application. I have received emails from MR. COOPER during the week of XXXX about signing loan disclosures. I did not apply for a loan, and my credit was pulled without my consent.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home in XXXX for and paid 21 % of the purchase price, which is above the required escrowed amount. At the time, I was told that it could be removed at anytime since I had over 20 % down payment. In XX/XX/XXXX, my mortgage was sold to MR. COOPER and since then I have requested three times to have the escrow removed. They refused to remove me from escrow. They also claim I need to have 5 years of payments in good standing, or at least 20 % down on my original mortgage, NOT the purchase price of my home. But no worries, for me to get our of escrow, they are going save the day by offering to refinance my mortgage with them. This of course would allow me to get out of escrow. Oh, how convenient for them, and also unethical. Thus, I reached out to a third party mortgage agent, who confirmed that this is UNTRUE and never heard of such a situation relative to my issue. Additionally, she also relayed that several mortgage companies confirmed with her that have cut relationships with MR COOPER due to unethical business practices. WHEN I refinance, it will not be with MR COOPER. DON'T DO BUSINESS WITH THESE UNETHICAL PEOPLE, THEY NEED TO BE INVESTIGATED!
Company Response:
State: MN
Zip: 55447
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Within 5 business days I would like to know from Mr. Cooper if it is participating in CA Mortgage relief Program or not? I called your customer service today and spoke with XXXX Escalation Manager in Mr. Cooper. She doesn't know anything about this program. You can go on their website at XXXX XXXX XXXX ( Also see attached exhibit A ) As you are a Mortgage servicer, you can also contact with them on this email - XXXX It is very imperative for me to know about this. Within 5 days of you receiving this information, reply to me with explanation that are you participating in this program or not, and if not, whats the reason that you are not participating in this program? I can be contacted on the phone number XXXX or on the email XXXX thanks XXXX XXXX
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
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: This is the second time I have complained and I will continue to file complaints until this is fixed. First, the mortgage company, Mr. Cooper, did not inform us of the mortgage assistance programs they have after 3 phone calls. We interpreted that as an attempt to defraud. Second, when we finally discovered the program, we began the application process. They explicitly state the underwriting is paused while we are applying. That was fine. The process of applying was brutal and took a long time. We were denied. That is okay. But the process of us finding out was unlawful and unethical. You can not begin the underwriting on a loan and not inform the people responsible for that loan. That is what happened to us. We were denied and we were not informed until a week after the decision was made. The company claims to have contacted us but I have no emails, phone calls or text messages from them letting me know that the application for mortgage assistance was denied. My first indication that it was denied was when I received notification on XX/XX/XXXX, screenshot attached, that I had a negative report on my credit report. I looked and saw it was Mr. Cooper. I thought it was a mistake considering we had not heard from the company about their decision. So I decided to wait, and call after the weekend. Then I get a certified letter in the mail stating the mortgage was due. Granted, at this point, we still had not been notified of the decision concerning our application. Then 4 days after I got the hit on my credit report, we received an email stating we had a document to review. No phone call. No text message. No direct statement to make sure we received the information. On XX/XX/XXXX, see screenshot, we were notified of our denial. I don't care that we were denied. Although we struggled for a couple of months, we are caught up completely and are looking to refinance with a different company so we no longer have to work with you. I have also spoken with XXXX XXXX and the VA regional home loan officer to make sure they are aware of how you treat veterans and to make sure your company is not allowed to hold VA loans. You made no attempt to collect the debt before you reported that the payment had not been made. So you will fix the credit report. It does not hurt your company one bit to make this right. But it will hurt your company to continue to act unlawfully and unethically with a veteran and person of color, both protected classes. You will fix this error.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A