Date Received: 2021-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper failed to pay my condo insurance from escrow ( which has enough funds ), resulting in expiration of my policy. My call to their customer service line not only failed to resolve the issue, but also provided no proposed resolution or timeframe for doing so.
Company Response:
State: CA
Zip: 92704
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I became past due on XX/XX/XXXX due to loss of job and income. Immediately upon learning and going thru this hardship I reached out to Mr Cooper for mortgage assistance and applied for modification on numerous times only to be denied over and over for numerous and false reasons for denial. Most recently I applied for mortgage assistance on XX/XX/XXXX and immediately on XX/XX/XXXX I was declined for modification assistance. Per the the lender they mentioned the reason for modification denial was my mortgage payment would increase and they could not achieve an affordable payments based of there guidelines. I feel this is information is negligence of Mr. Cooper and its investors for not assisting me. I feel Mr Cooper did not properly review my account in the one week they had it. When I submitted my financial I showed an available disposable income of {$380.00} which is sufficient to afford my payment in the event my payment was to go up. I have calculated an estimated modification terms, I owe for XXXX of {$140000.00} and I'm past due for {$100000.00} which is a total of {$250000.00} if Mr Cooper extends my terms to 480 months and reduces my rate to a current market Conv rate of 3 % my P & I payment would be {$890.00} which is lower than my current P & I payment of {$990.00} which stands as a predatory rate of 7.720 % - Mr Cooper stated they participate in the Flex Modification which when I looked online and after speaking to a Mr Cooper representative the program allows for 480 Term extension, Reduction of interest rate and unto 20 % balance deferment but Mr Cooper refuses to help. In addition, while under review the Mr Cooper and performed dual tracking while reviewing me for loss mitigation has had a sale date on my home I believe this is dual tracking of foreclosure. I have also asked Mr Cooper for the XXXX results showing proof on their calculation how they came up with this denial but they refuse. Mr cooper has failed to help me with any covid-19 programs eighter
Company Response:
State: NH
Zip: 031XX
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage account for them was under forbearance until XX/XX/2021, at which time I made three consecutive payments for XXXX, XXXX, and XXXX. They then confirmed we would proceed with loan modification and would send the paperwork to me 30-45 days afterwards. I have called several times and they concede this has not happened and asked for more time. Every month I incur extra accumulated interest, since the interest rate on this loan is 2 % higher than what I will get when I refinance. Nationstar/Mr Cooper accumulates interest owed every month they delay. Moreover, I am totally unable to refinance this mortgage and other mortgages until this is resolved. It is artificially impeding my credit score while they reap an absurdly high interest rate ( 5 % on a 20 year fixed ). No offer to refinance has been made and I incur thousands in additional interest costs as a result.
Company Response:
State: IN
Zip: 46074
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Wed, XX/XX/XXXX, XXXX XXXX Subject : Loan Modification XXXX To : XXXX I really don't understand why this Modification is higher than anything on the loan. My principle amount is XXXX my original loan amount then in XXXX was XXXX my new money during this modification XXXX. Now the modification in XXXX had to been entered in WRONG as XXXX because it's higher than the principal amount. My amount for 16 months is XXXX close but not correct!! I have been with Nation Star which is Mr.Cooper since XX/XX/XXXX. Why do I feel I am been shafted because every employee with Mr.Cooper say this is totally wrong and they don't understand this situation. I hope and pray the Modification team can make this better for me and my family which we have put most of our earnings into our home. Sincerely, Homeowner!!
Company Response:
State: AR
Zip: 72204
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called Mr Cooper constantly trying to get back on track with paying my regular payments. When I first called & was put on the forbearance plan the agent told me that I would have options when coming off & never told me I would need legal documentation. There is an agent on a recorded line that also explained that the information was misleading. I am now being told that I have to pay a lump sum while in the process of trying to do a modification in order to get back on track! This company has been nothing but horrible. What was meant to help out has caused more trouble
Company Response:
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been dealing with this company since going into the forbearance. The first agent I talked to told me I would have to call back XX/XX/XXXX with a certain amount which I did & then they tell me that I have to pay more. Now Im going through the process of trying to do a modification, I get a letter saying that they have everything & now they tell me that they need something that I have proof from a chat the social media agent told me was taken care of!
Company Response:
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: IN 2020, Covid-19 happened. Forebearance programs were offered by the mortgage companies, including Mr. Cooper, in the name of the lender, to help homeowners. At the end of the forbearance program there were certain ways to pay back the amount owed. 1/loan modification which deferrs payment - 2/ lump sum payment of all of the monies owed - 3/ payment plan. I have an excellent mortgage, and a modification could not be found. I was then offered that I pay, a lump sum ( {$35000.00} ) or lose my home. I was to pay off {$7200.00} of the XXXX - having to borrow money. I asked for a payment plan of 12 months. I was offered a 6 month payment plan ( because the only alternative is to lose my home ) so instead of {$2300.00} per month- i now have to pay {$6200.00} per month. on what planet is this logical!!??!! i asked for forbearance help because I NEEDED FINANCIAL HELP. WHERE DO THEY THINK I CAN COME UP WITH AN EXTRA {$4000.00} EVERY MONTH??? I am only asking that the plan be extended to 12 months, so instead of {$4000.00} I have to come up with an extra {$2000.00}, ( which i can handle ) I want to stay in my home! Please see the logic, simple logic in this. I do not mind paying interest on the amount I owe ; I plan to keep my house and do want to pay off this debt. I am only asking that the terms be extended to 12 months instead of 6 months.
Company Response:
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a statement approximately XXXX XXXX that there was an escrow shortage {$110.00} and to pay to prevent monthly payment increase. I made this payment earlier in 2021. I called XXXX XXXX and was told by XXXX not to worry because I nolonger have a shortage. XX/XX/2021, I am notified that I have a {$150.00} escrow surplus and that my monthly payment will increase approximately {$6.00} for escrow tax and {$150.00} will be mailed to me??? I spoke to XXXX who says it's a federal law that the surplus can't be applied to escrow and has to be mailed to me and that I can't return it saying apply to escrow because of federal guidelines. Also if I did mail it back to them it would simply sit in my account and not be applied anywhere. He also says it serves me no benefit to make additional escrow payments, he specifically said for me as if my situation is different from other lenders!
Company Response:
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: While we had a mortgage with Pacific union financial we went through a modification and pacific union did a hud relief loan. We were not properly informed about the repayment of that loan until we paid off our home. When we paid off our loan, that was transferred to XXXX mortgage, we found out we owed hud almost $ XXXX. We never seen XXXX come off of our balance or owed amount with pacific union when that modification and hud relief was processed in 2018. We feel as if they did not handle the funds properly.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1 ) On XX/XX/XXXX, I was laid off. I was the only source of income for our family. I needed to move XXXX miles to find gainful employment after nearly 7 months with no income. 2 ) During that time, we continued to pay our mortgage, but it was often late and we built up significant late fees ; but we maintained paying the mortgage for nearly two years more while trying to sell the house and paying for rent elsewhere. 3 ) In XX/XX/XXXX, Mr. Cooper began refusing to take our payments. We immediately asked for a deed-in-lieu of foreclosure. 4 ) In XX/XX/XXXX, we filled out a loan modification request, which Mr. Cooper rejected. 5 ) In XX/XX/XXXX, we again asked for a deed-in-lieu and Mr. Cooper responded to us that we needed to attempt a short sale first. We filled out paperwork to do a short sale, but nothing came of it. 6 ) In XXXX of XXXX, I again asked for a deed-in-lieu, and Mr. Cooper failed to do anything about it. 7 ) In late XXXX XX/XX/XXXX, we again asked for a deed-in-lieu and we were again told that we needed to do a 30-day short sale first. We filled out paperwork to do that and got the house listed on equator.com with a realtor, as required by Mr. Cooper ; and we had at least 3 offers on the house including offers above our oustanding principle amount, and Mr. Cooper NEVER RESPONDED to any short sale offer. 8 ) In XX/XX/XXXX after going through the mandatory 30+ day short sale program during which time Mr. Cooper refused to respond ( at all ) to short sale offers, we asked to move the property into a deed-in-lieu program. Mr. Cooper failed to do anything with this request. 9 ) In XX/XX/XXXX, I complained to Mr. Cooper that they had done nothing with the transition from short sale to deed-in-lieu and they again sent me paperwork to fill out for a modification that was exactly the same paperwork I had filled out for them at least 4 prior times. 10 ) We filled out that paperwork yet again and sent it to Mr. Cooper via email on XX/XX/XXXX. 11 ) On or about XX/XX/XXXX, I wrote to and called Mr. Cooper asking why nothing had been done on the deed-in-lieu since XXXX, XXXX. Mr. Cooper passed me around to multiple people, each of whom wanted me to fill out the same loan modification paperwork yet again. 12 ) On XX/XX/XXXX, I re-sent the Uniform Borrower Assistance Form and accompanying documentation to Mr. Cooper for at least the 5th time. 13 ) On XX/XX/XXXX, I finally got contact information from the deed-in-lieu group for the first time after 2.5 years of trying. I got an email address of XXXX and they told me in an email " It looks like we are still pending return of the complete financial packet, also known as the FINS packet '' which is something nobody had ever asked me for. 14 ) After calling Mr. Cooper on XX/XX/XXXX, it turns out that they had apparently sent this FINS packet via regular USPS mail to an address I had vacated a year earlier, even though I had already updated my mailing address with Mr. Cooper back in XX/XX/XXXX, so I never received the request. 15 ) In the meantime, I continued to get offers on the house from a number of people, but Mr. Cooper refused to even respond to the, presumably because I was no longer in the short sale process, even though they had not properly moved me to the DIL process. Apparently they can't do two things at once despite all of those employees. 16 ) In my email to the XXXX group at Mr. Cooper on XX/XX/XXXX redponding to the request for the FINS packet, I wrote : Can you please let me know what is going on with this? I sure hope you are not waiting on anything from us. We have sent everything Mr. Cooper has asked for months ago. We have sent some of the documents repeatedly ( 3-5 times because Mr. Cooper apparently loses them ). The last request we received from Mr. Cooper was for a Statement of Information and copies of our drivers ' licenses. I sent that to you on XX/XX/XXXX via email, as requested. The last communication I have from Mr. Cooper on this matter came 125 days ago in a letter dated XX/XX/XXXX congratulating me for being accepted into the Deed-in-Lieu of Foreclosure program. I have heard nothing at all from Mr. Cooper since that date. I have called multiple times to ask for help, and every time I call, I get a completely different story. Sometimes they tell me I need to submit a new Uniform Borrower 's Assistance Form. I mean, literally yesterday, someone in Texas told me I needed to resend a UBAF ( which I have now sent to Mr. Cooper 5 times ) and then I talked to another person in Texas yesterday that told me that a XXXX wasn't even needed for the DIL. I don't understand what is going on. I feel like I am being punished every month for being laid off 3.5 years ago. I should have been able to rebuild my credit by now. I have only one negative item on my credit report in the last 7 years, which is this loan. I asked for a Deed in Lieu in XX/XX/XXXX, and here we are in XX/XX/XXXX and it still has not happened. I would really like to get this behind me. 16 ) One of the people trying to buy my house wrote me an email XX/XX/XXXX told me she researched Mr. Cooper and found they had " been in trouble for violating multiple states banking regs, mishandling foreclosures, and mishandling client payments. '' Unfortuantely, this buyer moved on because Mr. Cooper would not respond to her. 17 ) Around XX/XX/XXXX, the realtor who had originally posted the short sale notice at equator.com per Mr. Cooper 's instructions, told me he had given up. They never responded to him on anything. They never repsonded to him on offers to buy the house on short sale. 18 ) On XX/XX/XXXX, XXXX XXXX ( XXXX ) sent me an email asking for basically the very same information I had sent Mr. Cooper at least XXXX prior times, althoug this time it included a Borrower XXXX form and a USDA form I had not previously seen. I returned that packet to Mr. XXXX within a day or two. 19 ) In XX/XX/XXXX, XXXX XXXX ( XXXX ) asked me to send him a copy of a utility bill at the property. I told him I did not have any utilities currently running at the property and there were not outstanding balances. 20 ) On XX/XX/XXXX, XXXX XXXX ( XXXX ) sent me an email statwing that they were trying to move forward with the DIL, but discovered taht the appraisal they had ordered in XX/XX/XXXX wwas " not the correct format '' and they needed to redo it ( which I am sure they charged against my account, as they have all the appraisals they have ordered over the last 4 years ). I asked why they couldn't just get the appraiser to put the document on a different format and he told me that in order to do that, the appraiser would have to revist the property again, so it was easier to just re-order another appraisal. 21 ) On XX/XX/XXXX Mr. XXXX emailed me that the USDA had denied the DIL because it hadn't been completed within 9 months of the delinquency and that this, unfortunately meant that the only way they could take the prroperty back was to complete the foreclosure. I have no faith that after 4 years of this disaster that Mr. Cooper will ever do this so I can put it behind me. Furthermore, I asked for a DIL multiple times during the first 9 months of delinquency and got no positive traction from Mr. Cooper. This failure is theirs, not mine. 22 ) I was laid off at no fault of my own in XXXX. This led to me being unable to afford to pay for two houses ( both a rent and this mortgage ) after 2 years of trying to sell the house. Ultimately I could no longer pay. By XX/XX/XXXX, I was delinquent and there was nothing I could do to stop it. I have tried for 2.5 years since then to get any help at all from Mr. Cooper without success. 23 ) I currently have a buyer who is willing to pay what I owe on the principle. He wants to buy the house. Mr. Cooper is refusing to talk with him. His lender told me what Mr. Cooper has been doing to me for the last 4 years is " a travesty '' [ her words ].
Company Response:
State: TN
Zip: 37934
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A