Date Received: 2021-09-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been on a FHA backed COVID-19 forebearance since XX/XX/XXXX. It is ending on XX/XX/XXXX and I have been in contact with my loan servicer throughout the pandemic. They knew my situation was that my husband who is on the loan lost his job and suffered with severe mental illness and is instiutionalized and was abusive. He quit claimed the house to me already. Today, three days before I am set to take advantage of the CARES act help of either a partial claim or a streamlined refinance, they tell me that he has to sign documents. That is not possible as I have a protection order against him and he is in a center. So, Mr. Cooper is saying that I have to bring my loan current by Thursday or sell my home. Please help!
Company Response:
State: WA
Zip: 98311
Submitted Via: Web
Date Sent: 2021-09-27
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: Mr. Cooper/ XXXX XXXX is who we have our home thru. We have struggled with payments. My husband has now had XXXX XXXX and I XXXX XXXX XXXX in XXXX of this year. We had planned on coming off of that forbearance then... we didn't know then what was ahead of us. It would have been the same thing as told to us now back in XXXX of XXXX. We had managed to be get our payments caught up minus 700 etc. In XXXX So when I called that day to pay that bill they offered us the forbearance. Telling us it was help that was offered for people like us and that would get us over the hump. Not one time was it mention that if we didn't pay the XXXX that we couldn't refinance when we come off of the forbearance. Are put the money we owed at the end. All of this was mention that things we would do when we first started the forbearance. We or myself was glad to pay XXXX cause we had struggled and made it. We never knew that we weren't going to be able to keep our home. I think it was the XXXX or in the time frame that I called Mr.Cooper to tell them we were ready to come off of the forbearance. Then on the XXXX a man called and told us they couldn't help us with a modification cause we had use it up in the past an we couldn't refinance cause we were behind when we started the forbearance. They weren't able to help us at all. The best thing I could do was to pay the behind amount .... 12,000 or at least 10,000 ... or do a short sale on our home. The first man was really smart to me and he enjoyed telling me we were losing our home. Ten I called later that night and spoke to another man same thing I am sorry there is nothing we can do to help you.. I don't have XXXX or no way to get it. I said we had the money to pay and we were told we didn't need to. The girl said we didn't have to cause we were doing the forbearance. I was happy cause we could get help. Now they says if we don't pay our behind amount we lose it to foreclosure in about 2 months and 3 weeks. I had called and tried everything I can possibly do to save out home. I even called XXXX XXXX and nothing there to help us. I offer to pay them XXXX towards our behind money but they said no. I am XXXX and my husband is XXXX we don't won't to lose our home. We have pets. We love our pets. We don't don't know what to do about getting a new mortgage or refinancing our home. I have asked my son to buy it so we can keep it. It was wrong to ask for the forbearance. We loss our other home to a fire. We bought this one afterwards. I am XXXX and I am working part time to help us. It hard to work cause of my hip. No matter what I try and do Mr.Cooper refuses to help us ... and never will XXXX XXXX. I have since learned that Mr. Cooper has stole other people 's homes. It's not right. If they had said go ahead and pay that XXXX then I would have and I would have my house refinanced now or that is what they have lead me to believe. I am scared, beeen a rough week worrying about losing our home. Thanks XXXX XXXX
Company Response:
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I thought you should know that when I attempt to make additional principal payments on my mortgage, Mr. Cooper is automatically applying a portion of the payment to interest and escrow even though I am up to date on my payments. this forces the mortgagee to have to call in repeatedly to have it corrected.
Company Response:
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I entered into a Covid related deferral program with Nationstar Mortgage in XXXX. That program terminated in XXXX at which point the repayment plan commenced, which required intervention by the CFPB to actually get them to respond, due to repeated failures on Nationstar 's end to actually process the documentation to start it. I made the repayment plan payments within the required timeframes, as documented in the attached payment history as well as the reported credit report snapshot. The trial plan was then approved, with a first payment due on XXXX ( late after 30 days ), which is scheduled to meet prior to the late date. Nationstar has still reported the account as 180 days past due and showing in 120. In a simple examination of the credit report snapshot, this is literally impossible- Nationstar has deliberately and willfully erroneously reported this as past due. Moreover, I filed a report around summer of XXXX in which Nationstar did the same thing, despite being in the deferral.
Company Response:
State: AZ
Zip: 85086
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar D/B/A Mr. Cooper worked with a now defunct agency ( XXXX XXXX XXXX XXXX XXXXXXXX ) on my behalf to refinance my home loan. XXXX was under an XXXX era support system for home owners needing assistance with mortgage refinancing. Nationstar and XXXX worked out a refinance for my property to reduce my monthly payments. Nationstar added 45 years to my mortgage, this was not brought out or highlighted in the paperwork at the time. I signed the documents at the suggestion of XXXX and sent it to Nationstar. XXXX said that all previous payments to the original mortgage would be included in the refinance and that the loan would go forward from that point. This was a fixed rate mortgage at 3.375 %, Nationstar changed the payment rate without notifying me causing my payments of {$590.00} to be lower than the new rate of {$640.00}. Nationstar did not notify me of any changes and that they had stopped taking my payments as they were only partial payments. This happened in XXXX of XXXX. In XXXX of XXXX Nationstar increased my interest rate from 3.375 % to 3.500 % again without any notification. During this time, they had begun foreclosure proceedings without any notifications. The first indication I had that the house was in foreclosure was when I was served with the court documents indicating that there was a sale date for my home. I contacted Nationstar and they informed me that I hadnt been notified because they had a cease-and-desist order from XXXX. Both they ( Nationstar ) and I had stopped dealing with XXXX in XXXX when the refinance was completed. I tried to contact XXXX both by phone and email, but there was no longer any trace of the group. Any correspondence Nationstar had sent to XXXX would have been sent back to them and should have been an indicator that something was wrong. I had to send Nationstar a letter indicating that XXXX was no longer in business and that they needed to start dealing with me for all correspondence. When they started to deal with me is when I found that they had made the changes mentioned earlier. I had to deal with their attorney XXXX XXXX XXXX ) who wanted {$8300.00} to reinstate my loan. This included the Total Payments Due of {$3900.00}, Late Charges of {$100.00}, Deferred Late Charges of {$92.00}, Escrow Advance of {$1000.00}, Recoverable Advance Balance of {$2200.00}, Outstanding Attorney Fees and Costs of {$300.00} and Next Payment Due of {$590.00}. These figures were from an email dated XX/XX/XXXX. The Next Payment Due of {$590.00} was the corrected amount after the interest and mortgage rates were returned back to the correct values from the refinance. The Total Payments Due of {$3900.00} was calculated from the incorrect interest and payment rates and should have been {$2500.00}. I consulted an attorney and their estimate of the fees should have been Total Payments Due of {$2500.00}, Late Charges of {$0.00}, Deferred Late Charges of {$0.00}, Escrow Advance of {$1000.00}, Recoverable Advance Balance of {$0.00}, Outstanding Attorney Fees and Costs of {$300.00} and Next Payment Due of {$590.00} for a Total of {$4500.00}. This is an over charge of {$3700.00}. I had to pay the full amount with some of it deferred to payments to Nationstar. When I was following up with the XXXX XXXX clerk about the foreclosure, I found that Nationstar had never filed the refinance documents with the county and as far as I know they never signed them. In summation, my complaint is that Nationstar D/B/A Mr. Cooper caused me great XXXX anguish and stress with their attempted foreclosure of my home. They did not disclose that my 30-year loan was suddenly turned into a 75-year loan. And that they, Nationstar, did not file the appropriate documents with my county of residence. I have seen that there has been a financial settlement and I would like to know if I am due any recompence for my mental and physical anguish caused by XXXX handling of my account. My physical health has improved since I am no longer as concerned with the immediate foreclosure of my home. I still receive letters, texts and calls from real estate investors regarding the foreclosure. Documentation is available for the above claims.
Company Response:
State: ID
Zip: 83709
Submitted Via: Web
Date Sent: 2021-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I did a refinance and my loan was transferred to Mr Cooper. At the time of the refinance I clearly indicated that the sole reason for the refinance is to be set up on Bi-weekly payment to rapidly payoff my mortgage. At the time was informed not a problem. The problem is this never happened. I emailed Mr cooper XX/XX/21 of the error that needed to be rectified. I did not get a response. Followed up again with multiple messages and email and was informed there will be a charge for the bi-weekly set up. It is false and misleading. At no point anywhere in my emails or contract I signed was there an indication of a fee. The unfair practice needs to be stopped. Was promised a call back once there is clarification per the error on their part. I did not get one even paid my mortgage 30days ahead as I was instructed to do by the representative of the company yet nothing till date.
Company Response:
State: AZ
Zip: 85383
Submitted Via: Web
Date Sent: 2021-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was behind on payments leading up to XX/XX/XXXX. I had accumulated all of my past due payments and was calling Mr. Cooper to get wiring information and at that time, they told me that I didn't have to make that payment and there was a " great '' new government program out, and I didn't have to make payments and could use the money for other things. They lured me into this program, aka CARES Act Forebearance, with the " promise '' that the payments would go into the end of the loan. I was promised no late fees, no required payments and that the balance would be added to the end of the loan. Now, come to find out, they are telling me I need to pay the lump sum or give up my home. This was financial entrapment. The reason I was initially behind was because Mr. Copper increased my mortgage payment by 34 % in XX/XX/XXXX, claiming that the prior servicer had not calculated or collected escrow correctly. The prior servicer, XXXX, XXXX had on numerous occasions required excessive and predatory amounts of third party fees and expenses to keep the loan current and in place. No one has been able to substantiate what months and what amounts of escrow were not paid accurately or correctly doing the life of this loan, causing the 34 % increase in my payment prior to forbearance. I have owned this home for 21 years and I feel like I have been intentionally placed into a precarious place by Mr. Cooper and XXXX XXXX
Company Response:
State: MT
Zip: 59715
Submitted Via: Web
Date Sent: 2021-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a marketing email from Mr. Cooper mortgage stating I could save {$28000.00} if I refinanced my existing mortgage I have with them to a 15 year mortgage at 3.375 %. Mr. Cooper fully knows my existing mortgage is already a 15 year mortgage at 3.75 % and a remaining balance of {$70000.00} ( original loan amount {$190000.00} ). Pray tell me how I can save {$28000.00} over the life of a mortgage when the proposed interest rate differential of just .375 % represents an annual savings {$260.00} on a {$70000.00} balance which if I somehow were to save that much every year for 15 years would only be about {$4000.00}. Reality is the savings would only be about {$2000.00} due to declining balances over the 15 years. Mr. Cooper also knows I have only 5 years left in my mortgage if I made minimum payments. Mr. Cooper also knows I have been paying $ XXXX in additional principle each month for well over a year and slightly lesser amounts in previous months. At my current pace I only have 3 years left and the total amount of interest left if i continue at my current repayment rate is only {$4000.00}. My closing costs to refinance alone would probably approach the {$4000.00} figure. The claim I can save {$28000.00} is fallacious and abusive to consumers. This doesn't even pass the XXXX test. I can't fathom how whatever calculation method they are using passed muster with their compliance and or legal teams knowing the risk involved under UDAAP. I want Mr Cooper to cease and desist from this marketing campaign until the CFPB is fully satisfied that proper audit and screening procedures are put in place to ensure the accuracy of savings claims they put in front of their customers.
Company Response:
State: IL
Zip: 60560
Submitted Via: Web
Date Sent: 2021-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I closed on my home. Included in the closing, I paid {$5700.00} into my escrow, as indicated on Page 12, Section G " Initial Escrow Payment at Closing '', under " Other Costs '' of my closing packet attached. My first payment of {$3900.00} was due on XX/XX/XXXX, and cleared my account on XX/XX/XXXX. On XX/XX/XXXX, my loan servicing was transferred to Nationstar dba Mr. Cooper ( effective XX/XX/XXXX ), and my initial payment, which was paid to the original lender, XXXX XXXX XXXX XXXX XXXX, was forwarded to them. Upon receipt of information regarding my Mr. Cooper account, as evidenced by my first statement, dated XX/XX/XXXX - My Escrow Account contained {$7300.00}, which was the {$5700.00} + the Escrow portion of my first payment ( paid to XXXX ) of {$1600.00}. Each subsequent payment was made on time, and included {$1600.00}, and on XX/XX/XXXX, a XXXX XXXX payment was disbursed by the Escrow account, appropriately, in the amount of {$6600.00}. My XXXX statement, dated XX/XX/XXXX took this disbursement into account, and the payments from XXXX, XXXX, XXXX, and XXXX, and indicated an Escrow Balance of {$5400.00}, which was appropriate. On XX/XX/XXXX, Mr. Cooper " adjusted '' my escrow account, deducting {$5700.00}, which I paid in at closing, claiming that the payment from XXXX to Mr.Cooper bounced. Upon reaching out to Guaranteed Rate, I was able to get information about the wire which contained this amount - A wire was sent on XX/XX/XXXX for {$40000.00} from XXXX to Nationstar ( Mr. Cooper ), with the wire # of XXXX. My portion of this wire ( which was a bulk payment of multiple account escrow ), was {$7300.00}. {$5700.00} plus the first payment 's Escrow portion of {$1600.00}, as noted previously. I have reached out to Mr. Cooper and XXXX XXXX several times since then, trying to recover my missing {$5700.00}. Mr. Cooper 's claim is that the wire " bounced '', which doesn't wash because the initial payment 's {$1600.00} was not adjusted out of my escrow account. I have called Mr. Cooper nearly daily since XX/XX/XXXX- it is now XX/XX/XXXX. I have done the legwork for them to get the wire info from XXXX XXXX. I have records of all of *my* payments, which, to me, indicate that I have done the proper things and this is not *my* problem, but an accounting problem that Mr. Cooper should resolve without affecting my account. This {$5700.00} is my escrow money and needs to be returned to my account.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2021-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern, I am writing this complaint because my Loan servicer Mr. Cooper has put a Notice Of Trustees Sale date on my Single family resident, before the California Foreclosure Moratorium ends on XX/XX/XXXX. My home is scheduled to be sold at auction at the XXXX Courthouse on XX/XX/XXXX at XXXX XXXX. How can Mr. Cooper place a sale date during the Moratorium? Because I have XXXX XXXX, I had requested that my son XXXX be authorized to talk to Mr. Cooper on my behalf. XXXX Has kept in constant communication with Mr. Cooper. I have requested several loan modifications from Mr. Cooper website during my Forbearance period, but they have all been denied within days of applying. I was never given the opportunity to fill out a Mortgage Loan Modification Application with proof of my income. When I questioned this, Mr. Cooper 's customer service Agent response was, they have all the information that they need to evaluate my eligibility to see if I qualify for a loan modification. I remember thinking to myself, this is not fair, I haven't submitted any type of Loan Modification application, or any income, how can they decline my loan Modification without this vital information. The last loan modification that I applied for was on XX/XX/XXXX and was denied on XX/XX/XXXX. The denial letter that I received from Mr. Cooper shows ( Proprietary Modification - Declined ) ( Short Sale - Conditionally Approved ) Deed In Lieu - Conditionally Approved. ) The denial reason for the Loan Modification says, Insufficient monthly payment reduction, we are unable to offer you a modification because in performing our underwriting of potential modification we could not reduce your principal and interest payment. I was given different reasons verbally from Mr. Cooper 's customer service agents why my Loan Modification was declined. I've been told because, I modified my loan back in XXXX and can't modify it twice. I've also been told, they are not able to lower the interest rate any lower, Well my Interest rate just went up from 2.00 % to 3.00 % increase this XX/XX/XXXX. My son XXXX has asked Mr. Cooper customer service agents verbally, to please help us stay in our home. We have asked Mr. Cooper, can you please modify the payments that I am behind on by putting the missed payments on the back of the loan, or modify the loan to a 40 year loan, or lower the rate back to 2.00 %. I have even offered to pay {$20000.00} and leave 2 monthly mortgage payments in their escrow account, so I could be ahead of schedule on my monthly mortgage payments. Mr. Cooper could have worked with that and used all my other suggestions along with possibly adjusting my mortgage payments a little bit higher to make this Modify work. Mr. Coopers customer service agents said, the only way to keep my home is to Reinstate the loan, in a one lump payment of {$59000.00}. I am a XXXX XXXX XXXX woman that was impacted by Covid - 19, because of no fault of my own. My son and his three children have moved into my home, to assist me with the mortgage payments. We are about to become homeless with nowhere to move because there are not many places to rent in XXXX county that are affordable. When I went into Forbearance I was already behind on my mortgage payments and was told by Mr. Coopers customer service agent that when my Forbearance time ends, worse case scenario would be, the lender may require me to pay all missed mortgage payments prior to the pandemic upfront and they would move all forbearance missed payment to the back of my loan, but that did not happen. I did want to mention that XXXX XXXX is the investor for my mortgage loan. XXXX XXXX bought my mortgage loan from XXXX XXXX XXXX back in XXXX for {$150000.00} when my mortgage balance was at {$570000.00}. I feel they want my house to foreclose, because they stand to profit huge. Please help me modify my mortgage loan, and stop the sale date on my home. Thank you, your help is greatly appreciated
Company Response:
State: CA
Zip: 93906
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A