Date Received: 2021-09-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was on a Covid forbearance program with Mr Cooper Mortgage which ended XX/XX/2021. I was told that if still affected by Covid, my only option afterwards would be a loan modification. Also, that it would take 30 days and if approved I would not have to make a payment until a decision was made. I have applied for a loan modification on my other houses and have always been approved. I assumed it would be the case here but I was rejected on XX/XX/2021 and told they would be reporting me late for XXXX. Keep in mind, I applied in XXXX. The reason for the rejection was that the property is a rental not owner occupied. Thats one of the 1st questions they ask on a forbearance or modification application. Why would they string me out for that long? First of all, it took longer than 30 days and I was never told to make a payment in XXXX while I waited. This will negatively affect my credit and I am trying to avoid that. I just made XXXX payment in the amount of {$1100.00} in hope they will send a notice to the credit reporting bureaus or not report me negatively. I was told there is nothing they can do. I think this was a major misunderstanding ; I was not given the correct information and it just took too long to process my application
Company Response:
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: MR COOPER AKA NATIONSTAR OFFERED A FORBEARANCE/DEFERRMENT LAST YEAR AT THE BEGINNING OF COVID IN XXXX. THEY AGAIN OFFERED EXTENSIONS AND MADE STATEMENTS SUGGESTING THAT THE ARREARS WOULD/COULD BE PLACED AT THE BACK END OF THE LOAN. THEY ARE ALREADY CHARGING ME 4.75 % INTEREST AND HAVE NOT OFFERED OR MADE AVAILABLE A LOWER RATE TO ME, WITHOUT THE DECEPTION OF MODIFICATION, OR A RE-FI, WHICH I WOULDNT QUALIFY FOR, NOW THAT THE LOAN HAS BEEN IN A FORBEARANCE PERIOD... THE LAST CONTACT WAS THEIR REP ( XXXX FROM MR COOPER ) SHE MADE IT APPEAR THE ARREARS COULD BE PLACED AT THE END. SHE NEVER STATED IT WAS NOT AN OPTION. NEVER, NOT ONCE. I STARTED CONTACTED HER AT THE BEGINNING OF XXXX TO NO AVAIL. SHE HAS DISSAPEARED. I THEN GET AN EMAIL STATING I HAVE A NEW MESSAGE ON THEIR WEBSITE, TO WHICH IM TOLD I HAVE NEW CONTACT PERSON, NAMED XXXX. SHE SOUNDS NEW AND CLUELESS SO I ASK FOR A MANAGER. I GET TRANSFERRED TO A XXXX WHO IS SO RUDE, AND DISMISSIVE STATING, THAT " THIS SPECIFIC INVESTOR '' DOESNT OFFER DEFERRALS! HE THEN STATES YOU DIDNT MAKE PAYMENTS FOR 18 MONTHS! AND OFFERS NO SOLUTIONS, EXCEPT TO APPLY FOR A LOAN MOD ( WHICH I HAD STATED TO XXXX BEFORE ) I DIDNT WANT TO APPLY FOR OR GO DOWN THAT ROAD, SINCE I AM AWARE OF THE DECEPTIVE PRACTICES OF THIS COMPANY ( DUAL TRACKING, LIES, AND MISINFORMATION, NOT TO MENTION DENIALS ) HE ALSO STATED I COULD PAY THE FULL PAST DUE BALANCE OF $ XXXX OR A $ XXXX LUMP SUM AND PAY THE REST IN THE FORM OF LARGER MONTHLY PAYMENTS. I ASK HIM TO EMAIL OR MAIL THE OPTIONS TO ME. HE FLAT OUT SAYS NO, WE CAN NOT DO THAT, BECAUSE ANYTHING IN WRITING FROM US CAN BE USED AGAINST US ...?! WHAT? THEY ARE A FINANCIAL INSTITUTION HANDLING LOANS!!! GIVNG OUT VERBAL INFO BUT NOTHING IN WRITING!!! GIVING OUT FORBEARANCES AND DECEPTIVE INFO, BUT THEN WHEN ITS TIME TO PAY THEY HAVE NO VIABLE OPTIONS, WONT PUT ANYTHING IN WRITING, WONT DISCLOSE WHO THE INVESTOR IS, AND WANT YOU TO SUDDENLY PLAY BY THEIR RULES, OR ELSE LOSE THE PROPERTY TO FORECLOSURE. THEY HAVE SET UP TRAPS FOR PEOPLE, NOT TO HELP THEM IN SOMETHING THAT WE ARE ALL COLLECTIVELY GOING THRU, BUT TO SAVAGELY TAKE PEOPLES HOMES AWAY FROM THEM BY DECEIT. THIS IS SHAMEFUL. I TOLD HIM I DIDNT LIKE THE WAY HE WAS SPEAKING TO ME AND TO PLEASE LISTEN TO THE CALLS WITH XXXX XXXX HE CALLS ME A FEW MINUTES LATER TUESDAY XX/XX/XXXX AND ITS THE SAME ABUSIVE TONE AND TELLS ME HE DIDNT HEAR HER SAY THAT ON THE CALLS AND LIES ABOUT THE CALLS. I ASK TO SPEAK TO HIS MANAGER SO HE TRANSFERS ME TO XXXX XXXX, LOSS MITIGATION MANAGER, WHO SAYS SHE WILL LISTEN TO THE CALLS BUT EVEN IF XXXX SAID A DEFERRAL WAS POSSIBLE, ITS NOT AND THEY WILL USE THIS AS A TRAINING EXERCISE. LIES-THEY TRAIN THEIR PEOPLE TO DECEIVE HOMEOWNERS INTO THINKING THEY WILL RECEIVE A VIABLE OPTION, ONLY TO SET THEM UP FOR A NO WIN SITUATION. THEY REFUSE TO DISCLOSE TERMS IN WRITING, REFUSE TO DISCLOSE INVESTOR INFO, REFUSE TO TAKE RESPONSIBILITY FOR THEIR DECEPTIVE PRACTICES, BUT THEN WANT YOU TO PROVIDE ALL KINDS OF DOCUMENTATION ONLY TO USE IT AGAINST YOU AND IN THE END REFUSE ANY ASSISTANCE. THIS COMPANY NEEDS TO BE SHUT DOWN. I DONT KNOW HOW THESE PEOPLE SLEEP AT NIGHT WITH ALL THE LIES THEY TELL. THE CFPB NEEDS TO GET THEM TO COMPLY. MS XXXX CALLED ME ON WEDNESDAY XX/XX/XXXX ONLY TO ALSO LIE ABOUT THE CALLS AND STATE THE DEFERRAL ISNT AN OPTION AND WHEN I ASKED WHAT THE OPTIONS WERE SHE SAID, LOAN MOD, PAY THE ENTIRE BALANCE, PAY 16 MONTHS AND ADD THE ADDITIONAL 2 MONTHS TO FUTURE PAYMENTS, OR BASICALLY HAD OVER THE HOUSE. HA! WHAT A JOKE. SO I ASKED HER TO TELL ME WHAT THE PAYMENTS WOULD BE AND SHE DISCONNECTED ME AND DIDNT CALL BACK! I CALLED HER BACK ON XXXX ( THE # SHE CALLED ME ON ) AND IT WENT TO VOICEMAIL AND A XXXX VOICE RECORDING CAME ON SAYING XXXX ISNT AVAILABLE ....?? I LEAVE A VOICEMAIL DEMANDING A CALL BACK AND ALSO EMAIL HER. TODAY IS FRIDAY XX/XX/XXXX AND STILL NO CALL, NO EMAIL, NOTHING. MR COOPER IS A DECEPTIVE, UNETHICAL COMPANY WITH HORRIBLE PRACTICES THAT NEEDS TO STOP.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called on XXXX XXXX after receiving my escrow statement showing that my payment would be increased due to property taxes. I am a XXXX XXXX veteran with a property tax exemption letter on my file that has been turned in to this company more than once as this issue has come up more than once. I have had to deal with getting my property taxes removed and escrow taken care of before. I refinanced earlier this year and if they backtrack looking at my account I am sure there is a record and paper trail of it being verified and the documentation and them seeing the property taxes being taken off. I called today XX/XX/XXXXas I was told it would be completed by today and it was even verified on the phone it takes 7 business days which comes out to today as seven business days. My mortgage has been with this company for quite some time so I do not know what the issue is or who is not doing their job but I should not keep having this issue. This needs to be rectified once and for all.
Company Response:
State: TX
Zip: 78109
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We are being denied Housing due to XXXX XXXX ( a third party servicer ) that no longer was a Servicer for my old Mortgage with NationStar LLC. My old Mortgage of $ XXXX was sold to XXXX XXXX who had XXXX XXXX be there Third party Servicer in XX/XX/XXXX. On the XXXX report that These Property management companies and Mortgage loan places are Recieving is that there were two combined mortgages at a Grossly Incorrect balance of {$420000.00}. ( XXXX XXXX XXXX ( In XXXX this mortgage was sold to NationStar at {$210000.00} & Seterus, a third party servicer at {$210000.00} at a total of {$420000.00} ) is showing up on my XXXX Report. Please get removed Immediately. We are being Denied Housing due to this. Thank you. Best regards, XXXX XXXX and XXXX XXXX
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXX XXXX Status : The file is in forbearance ending soon Initial forbearance Started in XX/XX/XXXX Ends on XX/XX/XXXX How many more months are available? It is a private investor so the client has to call in to make the request for extension on forbearance. Under Review : No XX/XX/XXXX, XXXX XXXX Status : The file is in foreclosure Sale Date : N/A The forbearance expired on XXXX XXXX. The file is referred to attorney XX/XX/XXXX Under Review : No, nine applications got denied and the most recent one in XXXX, XXXX. The only option is to re-in-state, short sale or deed -in lieu. What docs need to be moved forward with Loan modification? They can still re-apply but are not sure about the result. Due months : 31 Current principal amount : {$240000.00}. This is the timeline of the events that have led up to me losing my mothers home during the last 18 months she passed away and i has been a real struggle to get the loan into my name I have submitted all of the paperwork that was requested and still being denied assistance.
Company Response:
State: CA
Zip: 90262
Submitted Via: Web
Date Sent: 2021-09-24
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: I am in the process to complete the documents Mr Cooper is asking to approved my loan modification, every time i send a document they since to lose it or they just don't review and request the same documents 2 to 6 times. every time i called i need to explain that all those documents that they are requesting are already in their possession, it is very hard to understand why can the person in charge of reviewing my loan modification documents do not take the time to review all documents, i have provided all documents even more than 7 times they just sense like they don't care, so i call and speak to someone that persons find the documents and make a note on the loan modification after few weeks they clear the request but is been happening with every document i sent. to my understanding was nothing needs it from me but every time I check they ask for the docs. this is why i need to complain for the treatment Mr cooper give as a client, I'm ready to resume payments once the loan modification is complete but they just don't care
Company Response:
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am paying off two homes with first mortgages on each property. Mr. Cooper is the servicing company and they are charging me on each mortgage the following. {$25.00} for Expediated Delivery Fee ( because they faxed the payoff instead of sending it through XXXX ) {$20.00} for Third-Party Reconveyance Preparation Fee ( preparing the Satisfaction of Mortgage ) These fees are not mentioned in my note and mortgage and I have to pay them or they won't release the mortgages. I am hostage to these junk fees.
Company Response:
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to Covid i became unemployed for the first time in my life. I had to put my property into forbearance. Once I became employed again ( after 6 months on unemployment ) my income is less than it used to be. I used a company to help me request a loan modification from my lender Mr Cooper. The modification offered is minimal and does not help me for the following reasons : 1. My income has been reduced for the forseeable future 2. The " modification '' is a minimal savings- only {$100.00} per month 3. The cost of the modification ( charged by the company i hired ) divided by the {$100.00} savings would take me 8.5 years to recoup 3. The modification extends my loan to 40 years keeping me in debt longer for a situation i did not cause that was completely beyond my control ( covid ) 4. The interest rate has not been reduced at all- they are keeping it at 4.625 % when rates are now much lower 5. They were overcharging me {$310.00} per month on my escrow bill for several months and the multiple requests i made to get it corrected ended up in a dead end 6. Due to them not correcting my escrow account i had no faith they would be easy to work with on a modification so I then employed a company to help me with getting a modification. 7. If i reject the offer Mr Cooper has made, they have already stated they refuse to let me submit again and said they will short sale my home. If i accept the offer, i have to pay the company i hired for minimal savings on the loan payment that will take me years to recoup. Based on the factors listed above and under the extreme circumstances created by Covid combined with the low interest rate market I don't feel this is a fair offer. I feel what Mr Cooper has offered under the current circumstances is the bare minimum and has put me in a position where i must accept the minimal terms or lose my home. Which means because i don't want to lose my home, that i just have to accept whats offered. It has put me in a difficult and vulnerable position, when i was already in a difficult position due to Covid.
Company Response:
State: CA
Zip: 91501
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a refinance with my existing lender Mr. Cooper. From XXXX to XXXX, Mr. Cooper became unresponsive and would not respond to my inquiries via email or telephone. I did not go forward with them, as I realized that they are a horrible company. However, I paid for an appraisal that came in low. I applied for a refinance with my original local lender and we were set to close XX/XX/21, but Mr. Cooper has refused to send the .xml version of the appraisal or the receipt that I paid for the appraisal to my new lender. The FHA requires the use of any appraisal taken within the last 6 months. I can not get this resolved and I can not close on my refinance without these documents. Please help me.
Company Response:
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: With Mr Cooper. I tried to do the forevearance on the back end but they said i was late on mortgage payment. I want to keep my home. Please call me at XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A