Date Received: 2021-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX after being affected by the XXXXOVID Pandemic we applied for and received Pandemic forbearance. In XXXX of XXXX I called my mortgage company, Mr. Cooper and asked to restart payments. I was told they would review with the VA what was allowed to make up the missed payments, and they stated it would either be a deferment or a loan modification. They then told me a week or so later that I didn't qualify for a deferment and that they could only offer a repayment plan of the missed payments over 10 months or a loan modification plan. The repayment option would increase my monthly payment from {$2400.00} to {$4500.00}. per month. I obviously can not afford to almost double my mortgage payment for the next 12 months. I objected to that and they said they would restart my forbearance and review the loan modification process. It took them until XXXX to make a decision that I did not qualify for a loan modification because they calculated my disposable income at over {$6000.00}. per month. My take home pay is {$6200.00} per month, and I have a {$580.00} VA XXXX payment. My total take home is under {$6800.00} per month. I have XXXX children, ages XXXX, XXXX, and XXXX. After regular mortgage payments, utilities, food and clothing along with my other financial obligations we are just able to make ends meet. With the {$4500.00} mortgage payment not an option, I sought out a refinance. I am fully approved for the VA IRRL which would have closed on XXXX and would lower my rate from 4.25 % to 2.99 % thus putting me in a much better position financially. At this point Mr. Cooper is blocking the refinance. If they would allow the refinance to move forward they would have the funds wired to them within 3 days to pay off the entire loan balance. The only logical explanation would be, that Mr. Cooper is using this tactic to force a foreclosure on my home because of the estimated {$160000.00} in current equity and homes in my area selling in an average of 8 days or less.
Company Response:
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced with Mr Cooper in late spring of 2021, made the first few payments and everything seemed normal. In late XXXX of 2021 the company completed a reevaluation of the escrow accounts and determined that our payment was to increase from {$2700.00} per month to {$4200.00}. During the month of XXXX we have contact the customer service twice by phone, and three times on the web service. Each time we were informed our request would be sent to another department to look into the problem. Some of the written requests were replied with comments to the effect that the problem has been previously addressed. We have taken the time and gone through the paperwork. The problem in the escrow is a fire tax payment. Mr Cooper has added the tax, at 10 times the actual cost. The tax has also been paid in full, it has always been, and is always billed directly to the home owner ( comment made by the fire tax collection office ). We have taken the five minutes of time and called the fire tax collection office ourselves and verified we were paid in full and the above information. We have relayed this information to Mr Cooper customer service, who then states they are sharing the information internally with the department with whom we are not allowed to speak. In the end, this is a huge increase in our monthly payment which we can not afford for the next 12 months. But it is also a payment we should not have to make for the next 12 months. Mr Cooper seems content to float our cash and does not care about the personal costs that might be occurring. We feel that the company is not acting in good faith. The system Mr Cooper has set up blocks real problem resolution, I can only assume so that the majority of customers give up.
Company Response:
State: RI
Zip: 02816
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company did not pay the real estate taxes from the escrow account. I believed that they were going to pay but they declined payment. I got an real estate tax abatement from the Town then the banks stated that they had paid the taxes which the tax collectors office denies. The Mortgage then claims to have made two payments for the 6 month tax bill which put the escrow account negative as well as charged several {$500.00} attorney fees as well as property inspection fees. I called the mortgage company and the person I spoke with said they would need to research the issue. my next payment notice included a decrease in required payment which made sense to me since the property tax as well as the cost of homeowners insurance had gone down. the mortgage company had applied excess escrow funds to the principle. After approximately 8 months I get a property tax bill and homeowners insurance bill that states the Owner must pay which I forwarded to the Mortgage company. They paid both and stated that the escrow account was negative {$12000.00} because of account research fees, attorney fees and more inspection fees as well as the paying of the property taxes and homeowners insurance cost. this amount was due immediately. The next payment sheet came and stated that my new monthly amount was {$1600.00} more than the original mortgage and escrow amount. COVID-19 Struck and I lost my source of income for 7 months I continued paying the mortgage and the Mortgage company filed for foreclosure. I filed for bankruptcy and continued paying the mortgage amount as well as the trustee. After 10 months the mortgage company filed to be removed from the bankruptcy because " I had not paid the required Property taxes, Attorney fees, property inspections and Homeowners insurance '' they had these expenses that were supposed to be paid from escrow and not applied money toward the Mortgage which is being held in unapplied funds. the Mortgage company was granted removal from the bankruptcy. and here I sit pre-foreclosure with a bill of {$38000.00} and the mortgage company has refused payments other than payments in full.
Company Response:
State: NH
Zip: 037XX
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Spoke to XXXX in Texas she stated in XXXX 2021 my escrow account paid {$7900.00} for my Homeowner Insurance. XX/XX/2021 new homeowner was paid XXXX. I told her I talk to XXXX with customer service XX/XX/2021, she said after the adjustment was made to my Homeowner insurance Mr. Cooper would send me a check form escrow for overage of escrow. I never received the check from Mr. Cooper for escrow overage. I was told by XXXX customer service Mr. Cooper I would have to request the overage payment from my Insurance Company for any overage in my escrow account. Mr. Cooper was collecting for City , County taxes and Homeowner Insurance of which was included with my mortgage payment and was collecting with my mortgage payment as well as for my escrow account. I live in the county and do not pay county taxes. I have informed Mr. Cooper of this several times. Also Mr. Cooper customer service dept. and escrow dept. has servicer federal guidelines they must follow. I don't want to be taken advantage of because someone isn't knowledgeable or does not know how to do their job.
Company Response:
State: TN
Zip: 38125
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I called Mr. Cooper and talked to an agent about possibly refinancing our mortgage. That same day a few hours after our conversation, another mortgage originator named XXXX XXXX ( NMLS # XXXX ) called my husband and asked him about our interest in refinancing. My husband did not agree to doing a hard pull on our credit during their conversation. The next day XXXX informs me that I have a new inquiry ( both soft and hard ) on my credit and confirmed that it was from Mr. Cooper. I called the company and they gave me a number of XXXX manager XXXX who never once returned my call. I talked to another mortgage professional with Mr. Cooper and he says he couldnt even trace the guy in their system. This XXXX XXXX completed an application and locked in a rate for us without our consent at all. And now the mortgage originator I am working with cant do anything because of what this guy did. Running a hard credit check without our consents is illegal. I would like to do something about this.
Company Response:
State: CO
Zip: 80439
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX paid mtg XXXX mr Cooper reversed it. XX/XX/XXXX paid mtg XXXX Mr Cooper reversed payment XX/XX/XXXX paid mtg XXXX Mr Cooper reversed it again stating that now they wanted a XXXX late fee paid along with both payments that were due. Covid hit and my tenants wouldn't pay from XX/XX/XXXX until I kicked them out XX/XX/XXXX. I applied for forbearance they said on web portal I had one. I got certified letter on XX/XX/XXXX stating house would be sold at auction XX/XX/XXXX. The house was sold but Mr Cooper sent me an email on XX/XX/XXXX stating my forbearance was up and asked if I could resume payments I selected yes and they sold my house the next day. They sold it before the national moratorium ended. Further more they went against the CDC and charged me XXXX in late fees... They stole my house they broke there own forbearance and auctioned it days before the moratorium even ended I know there's gon na be a lawsuit my house appraised for XXXX I was unable to kick out bum tenants Mr Cooper made the mistake and refunded my mtg 3x then placed a huge fee on it. Then they made forbearance and stated I could just pick up on payments XX/XX/XXXX yet they sold the house 3 days prior. I have screen shots docs etc.
Company Response:
State: FL
Zip: 33713
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is about our mortgage company Mr. Cooper. My husband and I received a letter from them dated XX/XX/2021. It stated ( first sentence of letter only ) : Recently a transaction on your account has resulted in us placing funds in an unapplied funds account. I called Mr. Cooper and spoke to XXXX XXXX about the letter we received. He told me the letter meant that we did not pay our mortgage in full and that's why we got the letter. That was a complete lie. My husband and I ALWAYS pay our mortgage in FULL, and in addition we pay {$85.00} towards the principle. IMMEDIATELY following his statement, instead of looking into why we would receive this letter, he jumped into trying to talk me into refinancing our home. I explained I wanted the mistake, they made, corrected and I wasn't interested in refinancing our mortgage with their company. He then gave me a second reason for the letter, and said our check for our XXXX mortgage had bounced. ANOTHER LIE. I spoke with XXXX at XXXX and she confirmed to me that the check had been cashed by XXXX XXXX on XX/XX/2021. XXXX never resolved the issue of the letter and continued to harass me by email sending me all kinds of information about refinancing our home. Finally on XX/XX/2021 I spoke to XXXX and she " thought '' that the extra {$85.00} that we apply towards the principle was taken as an " incomplete '' mortgage payment, and explained it was a " computer glitch. '' She assured me it was all fixed. Now, we have received the exact same letter again from Mr. Cooper dated XX/XX/2021. On XX/XX/2021 I called Mr. Cooper again and talked to a XXXX. I explained this was the second time this has happened. He put me on hold for over 10 mins- said he had to verify the issue with " someone else '' to make sure this never happened again. Then he too continued to try to keep me on the phone to discuss refinancing our home. On XX/XX/2021 I received our XXXX mortgage payment and the bill was DOUBLED. I called that same day and spoke with a XXXX and he explained to me that the bill was sent before my conversation with XXXX and that I didn't have to make a double mortgage payment. I told him I was very upset that this has happened a second time and I wanted to speak to a supervisor. He told me his supervisor 's name was XXXX. He told me she was on the phone and couldn't take my call. I insisted on being transferred to her voice mail and he said he couldn't do that. I asked him to make sure she gets the message to call me. He stated she would call me that evening. She never did. I called this morning, XX/XX/2021, and told them I was waiting for a phone call from XXXX, and I wanted to speak to her. I was told her supervisor wasn't in the building, and that I couldn't receive a voice mail number and/or an extension to ANY supervisor what so ever. I'm sorry on this phone call I didn't write down the woman 's name I spoke to because I was so upset. If felt as though she was trying everything not to get me on the phone with a supervisor. What I am most upset about is, Mr. Cooper is messing with my husband and my credit. I myself, have NEVER in my life wrote a bad check or have NEVER EVER been late paying ANY bill. Also upsetting, the unprofessional manner in which some of the employees handled me and the situation.
Company Response:
State: AZ
Zip: 85208
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: received a letter from mr cooper saying that the last payment they received was insuffient and will b placed in a unapplied funds account
Company Response:
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i received a letter from mr cooper dated XX/XX/2021 saying that they put my last payment in an unapplied funds account bc they were insufficient to b applied as a full payment. this is not true and is the same amount that i send every month.
Company Response:
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX, property addrress is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Ca XXXX. The first mortgage is with XXXX XXXX XXXX, the second mortgage is with Mr. Cooper, Loan number, XXXX, I entered into forebearance in midXXXX XXXX with Mr. Cooper and the forebearace ends XX/XX/XXXX. Since XX/XX/XXXX, I have tried many times calling and speaking with different Mr. Cooper reps regarding options, extending the forebearance to no avail. Mr Cooper states that the private investor is not bound by CFPB rules and the private investor is notwilling to extend or modify the second mortfgage. My last payment was XX/XX/XXXX for the regular amount of XXXX but that amount was put into a suspense account because the ballon payment was due XX/XX/XXXX total amount due is XXXX. I have contacted Mr. Cooper two or three times a month trying to get a solution but Mr. Cooper is unwilling to modify the loan and or extend forebearance. Please help.
Company Response:
State: CA
Zip: 92243
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A