Date Received: 2021-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/21, we closed a refi with XXXX # XXXX, and the first payment was due XX/XX/21. We made the first payment on XX/XX/21 via XXXX with XXXX in the amount of {$4600.00}. On XX/XX/21, we received notice that the loan was transferred to Mr.Cooper, under loan # XXXX. I set up auto-pay to begin XX/XX/21. The XX/XX/21 payment was drafted successfully. I contacted XXXX to track the XX/XX/21 payment to Mr. Cooper and they advised that a bulk wire was transmitted via fedwire on XX/XX/21 under reference # XXXX for {$10000.00}, which included two other payments. I have made numerous inquires via phone, email, and account messaging to no avail. A research ticket was opened on XX/XX/21 under # XXXX ; on XX/XX/21 I was notified the ticket was under review. I sent another follow up on XX/XX/21 and received another scripted reply under ticket # XXXX. Meanwhile, the XX/XX/21 payment was debited and included an additional {$1000.00} to apply to the principal. On XX/XX/21, I received notification that the {$1000.00} applied to the principal was placed into an unapplied funds account until the balance of {$3600.00} is resolved. I spent an hour on the phone with XXXX, who provided me with all the backup showing the payment was made and transferred. Now I fully expect there will be late fees and credit bureau reporting, which should be against regulations when there's a pending ticket regarding payment. The consumer suffers through the process when the mortgage company should be held accountable. I am hard-pressed to believe that a servicing company dealing with payments all day long can not reconcile a simple wire for three mortgage holders. The entire process of mortgage transfer should be pretty straightforward. Simply follow the law, regulations, and your own policy and procedures! As a professional in the financial crimes industry, I am suspicious of Mr.Cooper redirecting my funds to a suspense account, instead of following the transferring account payments. ( As an aside, if I were performing their XXXX audit ( my core business ), I would be reviewing that suspense account for unusual or suspicious activity. ) Thanks, XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/2021, I applied for mortgage payment assistance via a third party government service, upon approval, the agency " XXXX A XXXX XXXX '' forwarded a check in the amount of {$10000.00} check # is XXXX to MR Cooper.XXXX Since then I received a letter from Mr. Cooper dated XX/XX/2021, advising the check was declined and the funds not applied to the account due to being non certified. The third party agency owner called Mr. Cooper as well and was told to allow 3 days to answer why the funds were not applied or placed in suspense, as the agency owner attempted to clarify as a non profit agency, the checks are sent directly to the lenders per the programs guidelines as outlined by the Federal government. Please reach out to me to assist with this matter, since the agency will not provide the funds in the form of a certified check and MR. Cooper staff member states they will not be applied regardless. Kind Regards, XXXX XXXX Mortgage account # XXXX
Company Response:
State: TX
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: 2021-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Mr Cooper I sent all documents for flood insurance at time of purchase. Our HOA provides flood ins and we pay monthly. After the loan was a year old, i pay by billpay from XXXX XXXX and it is set every month. With out my knowledge Mr. Cooper bought flood insurance on this get this, a third floor unit. As soon as my payment hit on XXXX I was hit for a late payment because they raised my escrow to pay for insurance i did not need. It was XXXX before renewal was sent to me by them and i fiqured out what was going on. I saw what they did and called customer service. I presented to them the certificate of insurance from my HOA and they cancelled and because of the overcharge my balance is {$4600.00}. They only pay the taxes and not until XXXX is it due and is only {$1500.00}. Now they are still taking money every month for escrow, {$150.00} i believe and are refusing to return or apply the extra money collected in escrow. I asked for the money to be returned or applied to the principle. They refused and said they would reevaluate in XXXX. Holding my money without compensating me is wrong and i want it returned or applied to principle. Thank you for any help XXXX XXXX
Company Response:
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage loan serviced by Mr. Cooper and they have charged me XXXX in fees ( {$25.00} x 2 ) because 2 lenders had made unauthorized requests for a payoff amount on my Mortgage. I was in the initial stages of looking at refinancing options and didn't give these lenders permission to request a payoff quote. Mr Cooper not only provided them the info they charged me for each request. I called them and they said they would not remove the unauthorized charges. They tried justifying it by saying the requesters could have got it for free by mail but they chose to get it electronically and accepted the {$25.00} fee while totally ignoring the fact that I was repeatedly telling them that I never authorized them to request it in the first place.
Company Response:
State: OH
Zip: 43612
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage in XX/XX/XXXX. A new lendee, Mr. Cooper purchased my loan almost immediately. I provided all information requested by Mr. Cooper, including a copy of my condo homeowners policy. Mr. Cooper notified me that my insurance policy was inadequate because it did not have hazard insurance. My insurance policy has always had hazard insurance, so I provided additional documentation. For the next five months, I would receive weekly letters saying that I needed to provide documentation that I had already provided. I continued to provide copies of the policy as requested. Mr. Cooper notified me that they would withdraw up to {$850.00} to ensure that hazard insurance was purchased. I objected to any withdrawal because the documentation clearly stated that hazard insurance was part of my policy. Mr. Cooper withdrew the funds from my escrow account anyway. Finally, I was able to get a three-way call with a Mr. Cooper representative and my insurer and we discovered that the reason Mr. Cooper wasn't able to see that hazard insurance was part of my policy was that they expected to see it on page 1, but it was on the first line of page 2, which they had never turned the page to see. Since XXXX of XXXX, Mr. Cooper has acknowledged their error, but has not refunded the full amount withdrawn from my escrow account. They have replaced {$400.00} dollars, but can not explain why the remainder has not been refunded. I contacted my insurer and their records show the check for {$620.00} was cashed in XX/XX/XXXX. Because the funding was withdrawn from my escrow over my objections, my escrow account now is short ~ {$400.00}. Mr Cooper has now raised my mortgage rate to pay for the delta that they caused by the improper withdrawal of funds. They are refusing to refund the remainder of the funding. They say they will not do so until the total amount of the insurance payment is refunded to them. This makes no sense as they have already refunded {$400.00}. This issue has now been ongoing for a year and despite regular calls to Mr. Cooper customer service and escrow departments, is not resolved.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: NOTICE OF ERROR/REQUEST FOR INFORMATION Notice of error, complaints, request for information or other qualified written requests Attn : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX Re : Error Resolution Notice under 12 C.F.R. 1024.35 and Complaint for Non-Responsiveness to Lienholder Mortgage Loan Number : XXXX I am writing to request correction of the error described below regarding my mortgage on the property at XXXX XXXX XXXX, XXXX, TX XXXX. Be advised of the following : 12 C.F.R. 1024.35 ( a ) Notice of error. A servicer shall comply with the requirements of this section for any written notice from the borrower that asserts an error and that includes the name of the borrower, information that enables the servicer to identify the borrower 's mortgage loan account, and the error the borrower believes has occurred. A notice on a payment coupon or other payment form supplied by the servicer need not be treated by the servicer as a notice of error. A qualified written request that asserts an error relating to the servicing of a mortgage loan is a notice of error for purposes of this section, and a servicer must comply with all requirements applicable to a notice of error with respect to such qualified written request. I am requesting information to be corrected and distributed accordingly relating to the following identified issues as defined under 12 C.F.R. 1024.35 ( b ) Scope of error resolution categories : 1024.35 ( b ) ( 8 ) : Failure to transfer accurately and timely information relating to the servicing of a borrower 's mortgage loan account to a transferee servicer ; and, 1024.35 ( b ) ( 11 ) Any other error relating to the servicing of a borrower 's mortgage loan. Following direct attempts to make contact, ignoring my contact attempts, revisiting previously my attorney RESPA request containing 31 points, late return of documents to comply with the RESPA, and assertion that you will not remedy per previous CFPB complaint, I am addressing the matter here. Your company does not have the correct address for me and did not make any efforts to correct my address since the date of loan origination on XX/XX/XXXX. Refer to the document titled Enclosures, and I have made multiple attempts to correct this through the only means known, XXXX, the purchasing investor. I was never aware this loan originated and in fact, per responses from the major credit bureaus, your company put forth defenses against my claims of fraudulent addresses showing on my credit file ; addresses belonging to XXXX, or XXXX XXXX XXXX and Mr. XXXX XXXX. Error of Disclosure : As my mortgage servicer, you have a duty to make transparent all items relevant to my mortgage. Your company failed to meet minimum standards with this regard to disclosure of mortgage activity since the date of origination. By incorrectly naming the payor as me and taking payment from another, you company precluded the possibility for direct transparency. Error in remittance Your company has been taking mortgage payments from XXXX, or some assign that is not me. This party must no longer have access to communicate or transact with your company. I am the lienholder and the single point of contact for all matters pertaining to this loan. No other person or entity other than I shall have access for any purpose and this must be corrected immediately. Furthermore, it is my belief that your company has disclosed mortgage information without my consent to a third-party home investor and likewise taken payment from this investor knowingly under the false pretext that the payments were coming from me. This has not been authorized and is not allowed. I verified this on a call with your customer support on XX/XX/XXXX. Refer to enclosure titled Customer_Correspondence. This was provided as a direct reply to my inquiry on the loan. I do not have any knowledge of how these payments were made from where they came, the origin of the monies, the transactional records relating to the payments, or otherwise any understanding of how you came to accept these payments. It is my explicit direction as the named lienholder that no other individual or entity is authorized to have information from your company about my mortgage, notwithstanding XXXX XXXX with a durable Power of Attorney. It is my further explicit direction that as the named lienholder that no other individual or entity is authorized to inquire about my loan or have revealed any details by any means relating to my loan for any reason at any time. This direction shall supersede any previous authorization otherwise expressed or understood as any such expression or understanding would have been erroneous and/or mistakenly interpreted. Identity Errors in Address and Misreporting Thereof : Your company incorrectly assigned my address connecting my name with the property address of the home buying investor, XXXX when originating this loan. Refer to attached enclosure Mr. Cooper Mortgage Escrow Review Statement XXXX ( Postmarked XXXX ). Your company has not made available information on who/what entity has been responsible for payment remittance from the date of mortgage origination to present. Your company has not been properly reporting the mortgage to the credit bureaus, namely XXXX, XXXX, and XXXX. Specifically, and to expound, your company is reporting that I am making the payments to reduce the debt. This is untruthful and needs correction. Your company failed to maintain clarity and consistency in escrow credits and delivery of information. I received a check with the wrong address to my name on XX/XX/XXXX, for escrow calculations for year XXXX. I have not seen any disbursements or calculations for XXXX and request this be corrected or clarified. This erroneous reporting is present and visible today on my personal income tax transcript. I did not report paying any mortgage interest when filing my returns because I did not. My XXXX income tax transcript shows that Nationstar Mortgage dba Mr. Cooper reported this to the IRS. I will provide as evidence a copy of my Income Tax Transcript as made available via IRS.gov, where you will find the identified reporting of " XXXX XXXX '' for personal income tax purposes. Immediate correction is demanded and removing of my name from this loan likewise. I recommend if not resolved here, this matter be turned over to the IRS for investigation, specifically as to how my tax return was associated with payments I never made. Sincerely, XXXX XXXX
Company Response:
State: TX
Zip: 77459
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am in the process of attempting to refinance my house with a different mortgage company with the hopes to combined my 1st mortgage with Mr. Cooper and a 2nd mortgage XXXX XXXX XXXX that I am dealing with recently on a 2nd mortgage what I thought was included in a bankruptcy back in XXXX. Before the 2nd begin attempting to collect in late XX/XX/XXXX, I was in the forbearance program with Mr. Cooper. I'm in the refinance escrow stage and new lending company requested a verification of mortgage from Mr. Cooper and the report is indicating that I was delinquent during the forbearance period. It is my understanding that Mr. Cooper is not reporting this information as delinquent to the credit reporting agencies ; however, they are indicating on this mortgage verification to the new lending company that I was delinquent during this forbearance period which is not accurate and this is causing the refinance not to go through which can truly cause a hardship and the possibility of XXXX XXXX XXXX not willing to work with me and choosing to move forward with a foreclosure process. XXXX XXXX XXXX, the refinance lending company and I have discussed this discrepancy with Mr. Cooper on several occasions via email, phone calls with no resolution. They have proof of my forbearance approvals and extensions and we can't seem to understand why they continue to report delinquent on this mortgage verification which is incorrect information.
Company Response:
State: CA
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: 2021-09-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Cooper contacted us multiple times to offer to refinance our mortgage. The home advisor reviewed our credit history and guaranteed that we would have no problem refinancing our loan. After paying to have our house appraised, we were already on underwriting when the company contacted us saying that the refinancing would not be possible. We have contacted Mr. Cooper and the home advisor multiple times and they have refused to refund the amount we paid for the house appraisal and have not offered any solution to this issue. The house appraised for more than expected. We paid {$620.00} on XX/XX/2021 and we have been back and forth with them since the summer. We have been Mr. Cooper 's clients for years and did not expect to be treated so poorly.
Company Response:
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Please refer to my previous complaints about Mr. Cooper mortgage like XXXX For more than 1.5 years - my online amortization schedule is not enabled. I haven't got the answers to my questions for so many months. I asked another question : I want to know the mortgage interest paid by me in XXXX and XXXX as the loan got transferred from XXXX to Mr. Cooper. But for this basic question also, Mr. Cooper want to have an excuse or delay the response.
Company Response:
State: TX
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: 2021-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously submitted a complaint regarding removing PMI with Mr. Cooper. They acknowledged communcation delays in their response. I followed up again on XX/XX/XXXX to start the process for an appraisal to have the PMI removed. They indicated that research would be need to be done, since its an investment property. Someone from the company was supposed to contact me within five business days. I still have not received a response to this simple question. The customer service at this company is a complete joke.
Company Response:
State: KS
Zip: 66604
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A