Date Received: 2021-09-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is an updated version of this complaint that was filed earlier today. Nationstar Mortgage LLC, d/b/a Mr. Cooper is engaging in : 1 ). an unlawful invasion of my privacy in violation of California Penal Code Sections 631 and 632 2 ). an unlawful intrusion into my private affairs, and 3 ). a violation of my right to privacy under the California Constitution. In her email message to me on XX/XX/2021, Mr. Cooper 's Vice President, Associate General Counsel XXXX XXXX XXXX WROTE in part : " ... ..Not sure what else you would like in writing or why this is an issue. Our calls are recorded, so records exist. '' The above sentence by Ms. XXXX was in response to my numerous requests to have all future forbearance, and post-forbearance-related discussions between myself and Mr. Cooper reduced to email correspondence. I had continued to request that all post forbearance negotiations between myself and Nationstar Mortgage LLC, d/b/a Mr. Cooper be done by email, to create a written record of our discussions available to both parties in writing and because I did not want to have Mr. Cooper recording our telephone discussions. This recording of our telephone negotiations by Mr. Cooper would provide Mr. Cooper with an unfair, one-sided advantage of having recordings of our discussions that they could easily manipulate and would not provide to me unless I was willing to spend tens or hundreds of thousands of dollars that I do not have, getting a subpoena or suing them and going through the discovery process. There are less than 60 days left on my present forbearance. To avoid foreclosure and access the post forbearance programs available to me through XXXX XXXX, and benefit from the post forbearance remedies made available to California borrowers in forbearance by the Consumer Financial Protection Bureau 's recent post forbearance amendments to the Real Estate Settlement Procedures Act ( RESPA ), Regulation X. ( 12 CFR Part 1024 ) Federal Register /Vol. 86, No. 123 /Wednesday, June 30, 2021 /Rules and Regulations ; MR. COOPER IS REQUIRING ME TO SPEAK WITH A MR. COOPER " DEDICATED LOAN SPECIALIST '' OR OTHER MR. COOPER EMPLOYEES ON RECORDED PHONE LINES. I HAVE NOT AND WILL NOT GIVE MR. COOPER, MY PERMISSION TO RECORD OUR PHONE CONVERSATIONS. Therefore, during these dangerously stress ridden, frenetic times when California residents like me are struggling to survive and avoid forclosure, Nationstar Mortgage LLC, d/b/a Mr. Cooper, as XXXX XXXX 's loan servicer and representative, is ACTIVELY denying California residents, such as myself, access to XXXX XXXX and other Federal Benefits unless we surrender the privacy protections provided to us under the California Constitution and California Penal Code Sections 631 and 632. Benefits that we are desperately in need of. In my opinion, thousands, tens or hundreds of thousands of similarly situated Californians may also be having their California privacy protections guaranteed to them under the California Constitution ripped away from them by Nationstar Mortgage LLC, d/b/a Mr. Cooper in violation of California Penal Code Sections 631 and 632. Nobody should have to sacrifice their Constitutional rights and legal protections to obtain benefits provided by government agencies that a sinister, rogue company like Nationstar Mortgage LLC, d/b/a Mr. Cooper, is administering.
Company Response:
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage was serviced by XXXX Mortgage at the beginning of the COVID19 pandemic. A forbearance program was offered and I opted in. The mortgage was then transferred to Mr. Cooper ( Nationstar ). Mr. Cooper assured me that all would be good. Despite their assurances, I received 2 hand delivered notices as well as incessant robo calls. When I would speak to anyone at Mr. Cooper, the would continue to assure me that all was good and things were on track for a loan modification. Approximately XX/XX/2021, I was notified by a credit monitoring agency that a significant event and change occurred on my credit report. Upon reviewing my credit report, Nationstar ( d/b/a Mr. Cooper ) reported a delinquent account to credit reporting agencies. I am not clear how this is delinquent when I have been communicating with Mr. Cooper about the modification program since the loan was transferred and I have made 3 payments since the modification started.
Company Response:
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX Mr.Cooper took over my Mortgage from XXXX on XXXX I mailed a notice of error of escrow because the amount they were trying to collect was far too high, and my escrow balance was too high compared to what would be owed in taxes at end of this year. They ended up providing me with a refund of escrow because they deemed what I said to be correct. By XXXX my bill & escrow amount was correct totaling {$1500.00}. By XXXX the bill was for incorrect amount of {$1900.00}. I spoke to XXXX in customer service on XX/XX/XXXX @ XXXX to address this, as they increased the escrow from {$410.00} to {$750.00}, in error. They also noted the payment I made in full on XXXX was a partial payment ( error ). After speaking with XXXX, he said hed have escrow analysis done. I received two letter from Mr. Cooper. One dated XX/XX/XXXX & one dated XX/XX/XXXX & Both showed my escrow to be {$410.00} with payment amount of {$1500.00}. I made that payment on XX/XX/XXXX. I received a statement they created on XX/XX/XXXX showing my payment due XXXX in the amount of {$3800.00}. They did not apply my full payment from XX/XX/XXXX to my XXXX due date. They actually suspended the payment I made! On XX/XX/XXXX I spoke to XXXX XXXX who states that because I made my payment prior to XXXX, that I messed up my account! The escrow noted as due was incorrect on this statement, as well as payment due. XXXX XXXX states my payment should be {$1500.00} and that she would rectify this and told me to make my payment on XXXX, and not before. On XXXX I logged into online account and it shows payment due in amount of {$1600.00}, with escrow at just over $ XXXX-all incorrect again! I have left a message for XXXX XXXX and sent her an email regarding the incorrect amount due today! They constantly try to adjust my escrow when nothing has changed, and this is after they have done XXXX escrow analyses to show my monthly escrow of {$410.00}! They constantly try to rip me off. And continue despite numerous calls and attempts to rectify this.
Company Response:
State: FL
Zip: 32779
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: About 4-5 months ago, when I checked my accounts, my bank account showed timely mortgage payment transaction ( usually near the due date ), but my mortgage account with Mr Cooper did not post the transaction. I talked with representatives of both my XXXX XXXX and Mr Cooper separately. Mr Cooper employee acknowledged that the check was received, but not cashed and posted in my account. He mentioned that I have no fault since they received the check and it is their internal issue. He did not send me any proof to verify his statement even after I requested. However, I continued my payment on time. I did not check my statement every month as I knew there was no issue. Recently, I checked Mr. Cooper account and was surprised that I am due $ XXXX instead of {$2300.00}. I started looking older statements. The XXXX statement assessed a fee of {$49.00} and XXXX statement assessed a fee of {$92.00}. Cooper increased my due amount to {$4700.00} without any reason since XXXX XXXX Cooper did not post my XX/XX/2021 payment ( refer to bank 's bill pay PDF ) on XXXX statement. There is no reason why it assessed {$49.00} in XXXX and {$92.00} in XXXX. I called them 3 times in the last 2-3 weeks. Customer services are useless. They can only speak " contact your bank, you did not pay your last payment ''. This seems to be their memorized sentences. I wanted to send them proof of bank transactions, they do not understand those. They even could not access my current and previous statements. it seems they could not see my XXXX fee of {$49.00} in their transaction list. what I find is that Mr. Cooper is providing false statement and increased my due without addressing their own problem of loosing check or skipping transaction history. I have attached my bank 's bill pay history. They do not have anyone who can communicate with client to verify transactions. Mr. Cooper 's accounting manipulation shall be stopped. I want Mr Cooper to fix my account as soon as possible and revise all past and current statements by removing fees. If Cooper misplaced a check or did not cashed that shall not be my fault as their representative mentioned. Mr Cooper should be able to find my older conversation with their representatives which took place 4-6 months ago. Last year, I had to fire this mortgage company for refinancing another house because Mr. Cooper could not close my refinance even after 6 months. The worst mortgage company in the USA.
Company Response:
State: NM
Zip: 871XX
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the Great Recession, like so many Americans, I financially struggled to pay my mortgage and faced foreclosure. I also had health issues and was diagnosed with XXXX XXXX. Making every attempt to keep my home I contacted the mortgage company, XXXX XXXX XXXX, for mortgage assistance options. As I worked to follow Aurora Loan Services ' instructions, which were often misleading, confusing and untimely, my account incurred fees which were never waived as promised. The deferred fees were transferred with my account when it was sold to Nationstar Mortgage and now total approximately {$1400.00}. XX/XX/2019, I suffered a XXXX XXXX exacerbation that rendered me unable to work. My health has forced me to apply for XXXX and I contracted XXXX XXXX which created even more challenges. I am now seeking mortgage assistance on two mortgages with Mr. Cooper. One modification has been denied twice and is currently pending after Mr. Cooper ordered a property valuation that was my financial responsibility. The other mortgage that was sold to Nationstar is under forbearance.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I overpaid my mortgage ( in my deceased husbands name ) to Mr. Cooper as their quoted payoff amount remitted XX/XX/2021 did not include the previous payment made on XX/XX/2021. On XX/XX/XXXX Mr. Cooper representative XXXX told me I would receive a refund check in the amount of {$1500.00} within 30 days. It never came. On XX/XX/XXXX Mr. Cooper representative XXXX said a check will be sent again, and should be received within one week. It never came. On XX/XX/XXXX Mr. Cooper representative XXXX told me to send a voided check to XXXX to have the funds direct deposited within 48 hours ( sent same day ). The refund never came. On XX/XX/XXXX Mr. Cooper representative XXXX told me the funds should be deposited by XX/XX/XXXX. They never came. On XX/XX/XXXX Mr. Cooper representative XXXX told me I would have to prove that I am the one who was providing payments to them by sending XXXX the last 12 months worth of checks Mr Cooper processed from me ( sent same day ) and I would receive payment within 48 hours. It never came. On XX/XX/XXXX Mr. Cooper representative XXXX said the voided check they received from me was uploaded to the wrong file. She corrected it, but needed her manager ( who was in a meeting and couldnt be reached ) to approve the refund and I will receive the overpayment within 3 business days of manager approval. She was not able to tell me when or if the manager would approve her request. The obvious obfuscation and delay tactics have devolved into the dog ate my homework quality excuses with the intent of depriving me of {$1500.00} that they over billed me for. While Mr. Cooper does admit the refund is due they continually do not issue it. Please help me with this questionable business practice and attempted theft.
Company Response:
State: FL
Zip: 33486
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Pandemic Forbearance Plan has ended and I'm unable to pay the entire amount due.
Company Response:
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello my complaint is against Mr. Cooper ( AKA Nationstar ). I am in a covid-19 forbearance and Mr. Cooper fails to adhere to the new FHA guidelines I have contacted them as well as a Hud housing counselor who i believe is being paid off by them as she is clearly no help an quite rude. Mr. Cooper states that i am not eligible for a deferment as my loan was not current at the start of the pandemic. FHA has updated it's eligibility requirements as of XX/XX/2021 and XX/XX/2021 and Mr. Cooper refuses to adhere to them. Please help. I have included the updated bulletins below
Company Response:
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my second complaint regarding Mr. Cooper. Mr. Cooper charged me PMI since the beginning of the loan in error. My home had over the required amount of equity when the home was transferred from Seterus. After the first complaint ; Mr. Cooper ONLY reimbursed the amount based on my request in writing. However, I had CALL SEVERAL times prior to sending the email in XXXX of 2020. I am requesting the Mr. Cooper reimburse me for EVERY XXXX they took from me. They should NEVER have charged PMI. They should also pay me interest for taking my money and forcing me to have to beg them, write letters, and submit complaints to get my own money back. If they do not REIMBURSE every dime - I will seek an attorney to assist me. IN addition, each time I contact them regarding my concerns - they try to SELL me something. It is very insulting and unprofessional!
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This item is reporting late, yet it is closed and the balance is XXXX as reported in my 3 Credit Bureaus. Lets correct this immediately. The Bureaus are required to verify for themselves, but they failed to neither verify nor update me about these complaints.
Company Response:
State: FL
Zip: 33165
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A