Date Received: 2021-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage servicer is Mr. Cooper and recently they have been incorrectly applying our additional principal-only payments. It went unnoticed until it happened for the second time. We made an additional principal-only payment of {$2000.00} electronically and instead of Mr. Cooper applying it directly it to the principal balance, they made a monthly payment of {$1600.00} and additional principal payment of {$310.00}. They then reversed both payments and applied them to the principal in the same amounts ( {$1600.00} & {$310.00} ). This same exact thing has happened two more times, consecutively. Doing this pushed our monthly payment back further because it was incorrectly processed and applied. Although the sum of the two amounts equal {$2000.00}, the way these additional principal-only payments are being processed is unethical and frustrating. Upon calling and speaking to customer service representatives, we have been told that there is " a glitch in the system '' and our account is being notated. We were also told we would have to continue to call to get the mishandled payment situated each time we make an additional principal-only payment. I am demanding Mr. Cooper be investigated and chastised because this is ridiculous.
Company Response:
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for the XXXX XXXX Mortgage modification which is a lower interest rate than the current rate. Mr. Cooper keeps ignoring my requests and will not put this through the waterfall.
Company Response:
State: CA
Zip: 91103
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I filed two complaint with the Consumer Financial Protection Bureau. They haven't even received or prossed in last two weeks do you all work with Mr Cooper.
Company Response:
State: TX
Zip: 77062
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had auto payment with my mortgage company Mister Cooper turned on in XXXX to pay off any balance on my account for the property XXXX XXXX XXXX XXXX. The auto payment did not charge the amount that was in my balance and therefore I was charged with making a late payment. When signing up for the autopayment, it says I authorize Mister Cooper to charge the balance on the account to my checking account, so I am not understanding why the software did not charge the whole amount. The over 30 days late charge has been marked on my credit report for XX/XX/2021. The auto payment was turned on XX/XX/2021, so that the balance would be paid and there would be no late charges. For some reason, the software only charged 1 month instead of the whole balance, causing the balance to be held over.
Company Response:
State: RI
Zip: 02816
Submitted Via: Web
Date Sent: 2021-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have constantly been contacting Mr. Cooper about my account issues beginning shortly after my first payment on XX/XX/XXXX. When I made my first mortgage payment, Mr. Cooper deducted the payment from my account twice. This unauthorized second deduction caused an overdraft in my account, and I contacted my bank to help resolve the issue as Mr. Cooper was non-responsive. Mr. Cooper would not promptly respond to my emails asking them for an explanation for my account issues ( why I had no payment due in XXXX ), the second unauthorized deduction, and the overdraft fee that they are wrongfully charging me ; instead, I receive vague responses after about two weeks, which is ridiculous. I have documentation of my emails to Mr. Cooper, as well as my bank 's resolution and proof that the payment was deducted twice. Here is my last email to Mr. Cooper Can Mr. Cooper please reconsider and reverse the fee? I didn't willfully make a second payment, which is why I sought out a dispute. I hope Mr. Cooper considers the impact that such fees have on buyers. There seems to be a misunderstanding of what happened. My first payment was posted on XXXX, and the second erroneous payment was posted on XXXX. The insufficient funds fee should be waived because the second deduction should never have been made in the first place. This payment was not made by me and was somehow made in error. The fee exists because somehow, payment was taken from my account twice. I inquired as to why I did not have a payment until XXXX as I knew one would be due in XXXX, and nobody could give me an answer. To my surprise, I discovered the payment was taken from my account, and I did not authorize this action. The payment that was reversed was an unauthorized payment posted on XX/XX/XXXX that was somehow taken from my account. I ask Mr. Cooper to please explain why the second payment was made on XXXX when the payment posted on XXXX went through in full? Can Mr. Cooper please consider reversing the insufficient fund 's fee?
Company Response:
State: TX
Zip: 77018
Submitted Via: Web
Date Sent: 2021-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Roughly XX/XX/XXXX I opened an account for use by my daughter with Greenlight financial. They were supposed to send me a debit card within 7-10 days. I waited about 20 days thinking it was delayed, and no debit card was delivered. We were able to use the card digitally in the app because at least they gave the card information in the app. On roughly XX/XX/XXXX I still hadnt received the card. So I called Greenlight financial and reverified my address and they supposedly sent a new one. This too was never received. On XX/XX/XXXX, I again verified my address through their chat system and they again supposedly sent me a new one. I still have not received it. I requested that they send it through another means with tracking but they never confirmed that they did or did not. I assume they sent it through the same broken process they have been using. Today I at least tried to use the account with my daughter to purchase something using the card details in the app. The card details are no longer available in the app so I cant even do that. They are charging me {$10.00} per month for the account, but there is no way at all for me to access the funds in any way. This to me is an unfair and deceptive practice.
Company Response:
State: NE
Zip: 68123
Submitted Via: Web
Date Sent: 2021-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During Covid which started XX/XX/2020 I signed up for forbearance and was accepted and than 3 months later in XXXX I had to reapply and thats weee the trouble began because than they needed all this proof that my mother passed away and left everything to me her only child, and they just really gave me a hard time, I have Mr. Cooper for my mortgage company, it took them probably around 2 months to finally extend my forbearance and during that time I was getting phone calls everyday from Mr , Cooper about needed to make a payment, and now that I try once again to extend my forbearance or either to do a loan modification its an issue again, I really feel as they just want to take my home from me because they will not help me with anything
Company Response:
State: GA
Zip: 30121
Submitted Via: Web
Date Sent: 2021-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. Cooper was the loan servicer. XXXX XXXX I applied for loan modification. I keep looking at website for update. I called in XXXX and they said it was still being reviewed! I looked today and its said its under review! However I received a letter that its been sold to another mortgage company! This should be unfair! Im waiting on a loan modification and they just sell the loan.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, My name is XXXX XXXX. My mortgage company is Mr. Cooper. The account number is XXXX. The issue I am having is that they are fraudulently applying a principle only payment to the next months bill that is not even due yet. Specifically, I made the monthly payment for XXXX and a week later I made an extra payment that I selected to be applied to the principle. Mr. Cooper has fraudulently applied this to XXXX 's bill. This is fraudulent because my bill is not outstanding, I have not selected it to be applied to next months bill, and more importantly it skips ahead and does not include the principle payments I will make later in the month which lowers my principle and allows them to charge a higher interest. This is the second time this has occurred. Please see the attached photo of my statement. The bottom circle shows my XXXX mortgage payment on XX/XX/2021. The top circle shows my additional payment of {$3000.00}. However, it is another monthly mortgage payment ( for the following month ) of {$2200.00} plus additional {$780.00} to principle. This should have entirely gone to principle and not to the following months bill.
Company Response:
State: UT
Zip: 84096
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021, Mr. Cooper purchased our home loan and we were notified of the transfer. We do NOT have an escrow account with Mr. Cooper, nor did we with the mortgage company prior to Mr. Cooper. In XX/XX/2021, I received our monthly mortgage statement that suddenly showed a negative balance of {$700.00} in an escrow account. Again, we do not have an escrow account. Upon calling the company, we were told that Mr. Cooper paid our homeowner 's insurance, from an escrow account ( that we never opened ). We never authorized anyone to open an escrow account. I inquired as to why a payment was made on our behalf from an escrow account that we never authorized to be opened, but the only response was that the company would do an escrow analysis on our account. We never received any explanation. The only option was to send Mr. Cooper a check for {$700.00} to essentially pay them back for paying our homeowner 's insurance, or they would add the amount onto our principal payments. I contacted our insurance company, XXXX XXXX, who said they never requested payment by Mr. Cooper. At the time of my inquiry in XXXX, there were no posted statements in our account under the escrow section of their website. Today, I checked my account at Mr. Cooper 's website and it shows that the {$700.00} I sent them was applied ( incorrectly ) to my principal loan amount instead of to this mysterious escrow account which had a negative balance. Again, I spoke today with representatives at the company ( one in mortgage, one in escrow, and one in insurance ) who assured me they moved the payment over to the escrow account. The representative in the insurance department named XXXX, told me my account showed that we had an escrow account that was reviewed and approved by a manager and made a payment from that account in XX/XX/2021. I asked to be escalated to an escrow supervisor and was sent back to the main menu and never could connect to a live person. In my frustration and concern that this will happen again, I decided to file this complaint. In addition, I have concern that Mr. Cooper backdated escrow statements and posted them to my account falsely. In XX/XX/2021, when we first received a statement showing a negative escrow balance, there were no additional statements showing explanation. Today, there are now 4 statements that are backdated from XX/XX/2021 through to XX/XX/2021. Again, these documents were not present in XXXX. Each statement shows a different escrow balance. I am concerned that Mr. Cooper will again make a payment to our insurance company from an escrow account that we NEVER OPENED. I am also concerned that they are backdating statements that never existed and uploading them to our account.
Company Response:
State: CA
Zip: 92694
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A