Date Received: 2021-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 3RD COMPLAINT, THE CHAMPION MORTGAGE STILL REFUSES TO RETURN MY CALLS, OR MAIL ME COPIES OF ALL MONTHLY STATEMENTS FROM XXXX. THEY DID RESPOND VIA UPLOADED DOCUMENTS FOR XXXX, BUT THOSE DOCUMENTS I HAD ALREADY RECEIVED 6 TIMES VIA MAIL. THE COMPANY REFUSES TO ACKNOWLEDGE MY CREDIT LINE INTEREST GROWTH AND FAILS TO PROVIDE THE AFORMENTIONED DOCUMENTS. I MADE A CREDIT LINE DRAW FOR XXXX IN XXXX AND AM STILL GETTING THE RUNAROUND. REVERSE MORTGAGE RULES STATE THEY HAD 5 DAYS TO PAY OUT MY DRAW. REVERSE MORTGAGE RULES ALSO STATE THE SERVICER MUST HAVE ALL MONTHLY STATEMENTS ON FILE. I HAVE BEEN HAVING THIS PROBLEM SINCE XX/XX/2021. THE CREDIT LINE DRAWS OUTLINED BY THE COMPANY DO NO NOT PROVIDE SUPPORTING DOCUMENTS AND FAIL TO ACCOUNT FOR THE INTEREST GROWTH FROM XXXX, AND XXXX. PLEASE ESCALATE MY COMPLAINT TO A COMPETENT ACCOUNTANT IN REVERSE MORTGAGE SERVICING.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I bought the house XXXX there was a bathroom needed to be completed, 6 months later work was finished. I was told a inspector would look at it to make sure. No one came. I called several times, finely thy said take pictures send them I did, said thy revived them, thy will send money. The amount with held from escrow was {$600.00} dollars. I have called 2 to 3 times every year, sense. I should be owed interest and some money for inconvenience. I could have used that money. Last time I called I think about 4 months ago, meany calls before that. My understanding was complete work you will get your money back, why did that not happen, I reminded them every yr for 11 years. Whats going on. Thank you
Company Response:
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My monthly mortgage includes escrow for insurance and taxes. I received a letter from Mr. Cooper in XXXX of XXXX that there would be an escrow shortage of {$1000.00}. At that time my monthly payment was {$2500.00}. The letter stated my payment would rise to {$2500.00} to cover the shortage. It also said if I wanted to avoid the increase, I could pay the shortage in full. I paid the shortage on XXXX XXXX. In spite of this, Mr. Cooper still raised my mortgage payments to {$2500.00} Subsequent calls to them to have the escrow payment acknowledged and my monthly payment reduced to the amount it was prior to my making the payment have all ended in frustration and refusal by Mr. Cooper to resolve the issue. In addition to this, my online account reflects my payments will increase on XX/XX/XXXX to {$2600.00}. This increase is listed as a result of the SAME {$1000.00} shortage that I already paid in XXXX of XXXX. They do this every year.send a letter detailing an escrow shortage and payment increase, listing how much one must send to avoid the increase, then they raise your monthly payment anyway after receiving the funds.
Company Response:
State: CA
Zip: 94561
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX, I'm requesting to have my Loan Modification reviewed for accuracy. -XX/XX/XXXX- I contacted my lender Pacific Union to advise of my unemployment hardship. At the time I was current and told I would have to let my account go past due in order to receive assistance. XXXX XXXX, XXXX, I received a Financial Package to complete. -XX/XX/XXXX- I completed The Request for Mortgage Assistance Application. -XX/XX/XXXX- I received a letter explaining the Forbearance schedule. I made 3 payments dated XX/XX/XXXX - XX/XX/XXXX. After my payments were complete, I called to see what the next steps were. I was told someone would contact me, I contacted the servicer several times due to fear of losing my home. I was told that Pacific Union was closing and my loan would be transferred to Mr. Cooper home loans. XX/XX/XXXX- Mr. Cooper acquired my loan From the time my loan was transferred I called several times to get an update, months went by and still no progress was made on my modification request. I was told it's being worked on. -XX/XX/XXXX- I finally signed my Modification documents I waited almost a year under distress not knowing if my home would go into foreclosure. I did not receive any type of communication or updates on the status of my modification. XX/XX/XXXX- I called in to try to refinance my home to get my rate lowered. Due to the Modification my rate was raise to 5 %. I was told I had a {$67000.00} balance from my modification. I was in disbelief what started as {$5000.00} of arrears ends as {$67000.00}. I was never informed of the {$67000.00} balance. The process started in XX/XX/XXXX, I was stuck in a waiting period as my loan was transferred and sorted out from the previous lender. On XX/XX/XXXX - It took so long that Mr. Cooper sent me a letter apologizing for how long the Modification took with a check of {$500.00}. It took over a year for my modification to be finalized due to things that were not in my control and I'm being penalized with a large balance because of it. I attempted to upload the
Company Response:
State: TX
Zip: 76002
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Regarding my last payment on a mortgage loan with Mr Cooper/Nationstar mortgage. I requested a payoff of the loan as it was supposed to be the last payment. The mortgage mailed me the payoff which I received XX/XX/2021, but the payoff was due XX/XX/2021 in that letter. I wire transferred the fund to the mortgage company twice and the loan was paid XX/XX/2021. The mortgage recorded a late payment for XX/XX/2021 on my credit report. They need to remove the late payment of XX/XX/2021 from my credit reports. I wrote them 3 times disputing the late payment status, I called them 5 times, I disputed it through the credit bureaus are well.
Company Response:
State: CA
Zip: 94102
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: CFPB 's decision to close case # XXXX, based on Mr. Cooper 's response is in direct violation of CFPB 's own ruling, ************************************************ BUREAU OF CONSUMER FINANCIAL PROTECTION 12 CFR Part 1002 [ Docket No. XXXX ] XXXX XXXX " Disclosure and Delivery Requirements for Copies of Appraisals and Other Written Valuations Under the Equal Credit Opportunity Act ( Regulation B ) '' *** I draw your attention to pages 2, 23 and 27-28 : *************************************************************************************************** Page 2 : " Require creditors to notify applicants within three business days of receiving an application of their right to receive a copy of appraisals developed. Require creditors to provide applicants a copy of each appraisal and other written valuation promptly upon its completion or three business days before consummation ( for closed-end credit ) or account opening ( for open-end credit ), whichever is earlier. '' ************************************************************************************************** Page 23 : " reference to the existing provisions of Regulation B.32 To the extent a loss mitigation transaction is covered by Regulation B, the transaction is covered by the final rule, including its requirement of providing copies of appraisals and other written valuations. Consumers generally will benefit from receiving information about the value of their dwelling, both in the context of making a decision about the loss mitigation transaction and also in detecting potential discrimination, consistent with the purposes of ECOA. The Bureau believes these benefits outweigh the cost to the creditor of providing copies of documentation that the creditor already has received. For the reasons discussed in the Bureaus analysis under section 1022 ( b ) below, the Bureau believes the per-loan cost of providing copies of these materials is modest, and they will often be provided in electronic form. The Bureau is therefore not exercising its exception authority to exempt loss '' ************************************************************************************************** Pages 27-28 : " reference to the existing provisions of Regulation B.32 To the extent a loss mitigation transaction is covered by Regulation B, the transaction is covered by the final rule, including its requirement of providing copies of appraisals and other written valuations. Consumers generally will benefit from receiving information about the value of their dwelling, both in the context of making a decision about the loss mitigation transaction and also in detecting potential discrimination, consistent with the purposes of ECOA. The Bureau believes these benefits outweigh the cost to the creditor of providing copies of documentation that the creditor already has received. For the reasons discussed in the Bureaus analysis under section 1022 ( b ) below, the Bureau believes the per-loan cost of providing copies of these materials is modest, and they will often be provided in electronic form. The Bureau is therefore not exercising its exception authority to exempt loss '' Based on this regulation, the CFPB should not abide by or condone Mr. Cooper 's decision to again deny us the report.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: While many companies help people during this pandemic, this lender ( Mr Cooper ) over charges people. I did refinance/closing on XX/XX/XXXX and then called Mr Cooper on the same day and talked to an agent and cancelled my auto-payment on XX/XX/XXXX since the agent told me that Mr Cooper won't charge me for late fee ( he said system automatically refund {$200.00} after auto-charge {$200.00} as late fee ). Also, the agent has left a note on my account that I would pay off on XX/XX/XXXX. In addition, the voice call on XX/XX/XXXX has been recorded by Mr Cooper. After paying off on XX/XX/XXXX, Mr Cooper has charged me {$200.00} as late fee. I contacted Mr Cooper several times and talked to some agents and a manger and even sent an email to their research team, but they have not addressed the issue.
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mr cooper has decided to report my account as delinquent when indeed Im in forbearance
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX and only get paid 10 months a year. We reached out to our mortgage company for help. We just needed temporary help because once my regular salary returned, we would be okay. We made three phone calls. The first call, they said they could do an extension where they add the payment to the end of the loan. But I needed to call back when I was officially past the due date. I called back after the due date and they said there was nothing they could do to help, and they couldn't do an extension. I was furious. I said that this was a VA loan and there was something they should be able to do. Again, they didn't offer any options. My husband called and they also told him they couldn't do anything. My husband had to search online on the website to find out about their mortgage assistance program. We didn't learn about it from them. We did everything we were supposed to and that took so much work. Every time we submitted the requested documents, we would get a notice they needed more. It took probably 2 months just to get all of the documents in. Then I get a notice that there was a negative hit on my credit report. The 30 day overdue payment had been reported. I thought it was an error because their website said the underwriting is paused while you are applying and they are reviewing your application. I had not received a notice that the mortgage assistance application had been denied. So I decided I would wait a few days and call and get it worked out. Then I got what they called a certified letter in the mail five days later ( and it definitely wasn't certified because certified requires a signature ). The letter said we owed them the payments we missed. The same day we received the notice that our application for mortgage assistance was denied. So instead of them reaching out and informing us that the mortgage assistance was denied, explaining why, and giving us the opportunity to make a payment ; they sent a letter to attempt to collect the debt, reported the missed payment to the credit reporting agencies, and then notified us that the application was denied. To top it off, I was like, I don't want to lose our home over a couple of months of temporary challenge so I went to make a payment. I had just applied for mortgage assistance and they were requiring me to make two months worth of payments. That is over half of my monthly salary. And although I have a partner, because I make more money than him, I pay the mortgage. And for us, that works. That lacked compassion and understanding. And lastly, today my husband got a debt collection message from them. Our entire experience has been horrible. We have received misinformation and they have done some unethical things that have been financially detrimental to us. On a personal note, this is the second time a company has hurt my credit score because of something they did.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the 3rd complaint. Mr. Cooper is placing the burden on the me to prove they were justified to charge me PMI. It should NOT be my burden. They should NEVER have charged me PMI in the first place. Please help me. On XX/XX/2020, I did write the email but that was ONLY after I'd called and requested the PMI be removed. I received the email from a phone call I made - otherwise I would not have been able to email anyone. The person I spoke to previously from Mr. Cooper gave me the email address! I am requesting Mr. Cooper reimburse me every XXXX of the money taken from me for PMI - pull phone records if needed. Also, I have another loan with Mr. Cooper with much less equity in the same zip code and Mr. Cooper has NOT charged PMI on that home. It makes no sense they would charge PMI on a home for which I have over 75 % equity. Please reimburse me immediately for {$700.00} ( XX/XX/XXXX-XX/XX/XXXX ) plus {$28.00} per year interest. {$790.00}. Thank you XXXX XXXX XXXX ( XXXX )
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A