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
Date Received: 2021-08-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My loan was sold/bought by MrCooper with my first payment to them being XX/XX/2021. I have made my payment since XXXX, in full and on time each month. I keep getting all kinds of pressure notices of rates I can use to redo my mortgage because I have equity. I have never responded except to ask them to stop sending me an email each day of the week. This took about 4 tries before they then started mailing me letters instead. They have recognized me in that instance, but has never updated the balance I actually owe with any of the credit reporting agencies, so that my credit can be impacted in a positive manner, even though I am paying. I monitor my credit.
Company Response:
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm currently having a primary home mortgage with Mr Cooper. I was in the Mortgage Forbearance during Covid-19 pandemic, so the mortgage payments were paused. However, before I exited the forbearance, I contacted Mr Cooper to resume the monthly mortgage payments. In XX/XX/2021, Mr Cooper provided me the modification option after exiting forbearance. In order to get back to regular monthly payment, they set up a trail payments for me for 3 months, and I was told this will be autopayment. However, Mr Cooper messed up and failed to process my 2nd trial payments. After I noticed the situation, I contacted them immediately, then I was told that I was given wrong information, which was not autopayment. Since then, I contacted Mr Cooper almost hundreds of times for solutions, however, no one could really help me to get back to the trail payment again. It just keeps me waiting and waiting. I was left all alone by myself, and I couldn't even make a monthly payment on my account. It was locked in the system. I'm also concerned this would damage my credit report when Mr Cooper keeps delaying it, or even worse, it might cause me to lose my primary house. I just want to get back to the trail payment for modification plan because Mr Cooper made the mistake on setting up the payments that caused the issues. I would like to be able to get back to regular monthly payments. Please help.
Company Response:
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Trying to reach a solution, Mr Cooper is offering 3 options when our pandemic forebearance ends XXXX-lump sum payment, short sale, deed in lieu. These are not acceptable. Our loan trustee is XXXX XXXX XXXX XXXX and investor is XXXX XXXX. Can the missed payments be moved to end of the loan? Do any other options exist?
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1 ) The mortgage servicer Mr. Cooper has denied the review of Mortgage Assistance for XXXX XXXX XXXX.2 ) Mr. Cooper states the monthly payment would increase therefore mortgage assistance application can not and will not be reviewed. However, Mr. Cooper has not provided any evidence of this, other than verbal communication.3 ) Mr. Cooper then stated that they would assistance and review any Loss Mitigation Assistance options and any efforts to resolve debt ; however a Ratified Contract of Sale has been provided to Mr. Cooper to sale property on XX/XX/XXXX and has not been honored4 ) Mr. Cooper has instead set a sale date of XX/XX/XXXX. Mr. Cooper plans on proceeding with the foreclosure sale, rather than honor the ratified purchase contract set to close on XX/XX/XXXX.5 ) The actions of Mr. Cooper are consistent with Dual Tracking. Dual tracking occurs when a mortgage servicer continues to foreclose on a borrower 's home while simultaneously considering the borrower 's application for a loan modification or other foreclosure avoidance option. In addition, Mr. Cooper violates the rule of RESPA AND ECOA, while failing to properly and timely provide Mr. XXXX with required communication in regards to Acceleration of debt, Verification of Debt, or any foreclosure communication. 2 This practice violates federal law ( 12 C.F.R. 1024.41 ) which ; The Consumer Financial Protection Bureau, which was established by the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010, issued mortgage servicing rules that, after being codified into federal law, went into effect as of XX/XX/XXXX. Among other things, the rules restrict dual tracking. 6 ) As stated in the opening of this Notice of Error, Mr. XXXX complied with instructions provided by Mr. Cooper and provided Mr. Cooper with ratified purchase contract. However, a foreclosure sale date was scheduled, and assistance and purchase agreement ignored. As of XX/XX/XXXX, the sale date of XX/XX/XXXX remains on record.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nationstar DBA Mr. Cooper auto deducted my XX/XX/XXXX mortgage payment for XXXX on XX/XX/XXXX from my checking account 5 times in error. Then they reversed 4 of the payments. XXXX XXXX I was contacted by Nationstar DBA Mr. Cooper by phone asking if we wanted to proceed with a loan modification. I never requested a loan modification. The representative then told me my loan was delinquent. I had not received any correspondence from Nationstar DBA Mr. Cooper that my loan was delinquent. I have never missed a payment. I have always paid my mortgage by automatic deduction from my checking account. I immediately contacted Nationstar DBA Mr. Cooper and spoke with XXXX XXXX with Executive resolution. I learned that my loan was switched to paperless statements without my consent. I informed her that I never stopped the automatic deductions from my checking account. I provided her with copies of my bank statements for XXXX through XX/XX/XXXX. She opened an inquiry and discovered that Nationstar DBA Mr. Cooper stopped the automatic deductions in error without my consent. It was also discovered that they had not applied the XXXX payment to my account even though they collected it. Mr. Cooper issued a letter XX/XX/XXXX stating that they submitted and update to the credit reporting agencies with instructions to adjust their records and remove the negative credit information. Not only has that NOT been corrected with XXXX XXXX XXXX and XXXX but Nationstar DBA Mr. Cooper has stopped reporting my mortgage payments completely there is no payment information for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. This has effected my credit in such a negative way that I am unable to obtain a mortgage on a new house. My husband and I had an excellent credit score prior to this outrageous error by Nationstar DBA Mr. Cooper. I have personally contacted all 4 Credit Reporting Agencies and learned that Nationstar has done nothing to remedy this situation.
Company Response:
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nationstar DBA Mr. Cooper auto deducted my XX/XX/XXXX mortgage payment for XXXX on XX/XX/XXXX from my checking account 5 times in error. Then they reversed 4 of the payments. XX/XX/XXXX I was contacted by Nationstar DBA Mr. Cooper by phone asking if I wanted to proceed with a loan modification. I never requested a loan modification. The representative then told me my loan was delinquent. I had not received any correspondence from Nationstar DBA Mr. Cooper that my loan was delinquent. I have never missed a payment. I have always paid my mortgage by automatic deduction from my checking account. I immediately contacted Nationstar DBA Mr. Cooper and spoke with XXXX XXXX with Executive resolution. I learned that my loan was switched to paperless statements without my consent. I informed her that I never stopped the automatic deductions from my checking account. I provided her with copies of my bank statements for XXXX through XX/XX/XXXX. She opened an inquiry and discovered that Nationstar DBA Mr. Cooper stopped the automatic deductions in error without my consent. It was also discovered that they had not applied the XXXX payment to my account even though they collected it. Mr. Cooper issued a letter XX/XX/XXXX stating that they submitted and update to the credit reporting agencies with instructions to adjust their records and remove the negative credit information. Not only has that NOT been corrected with XXXX, XXXX, XXXX and XXXX but Nationstar DBA Mr. Cooper has stopped reporting my mortgage payments completely there is no payment information for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. This has effected my credit in such a negative way that I am unable to obtain a mortgage on a new house. My husband and I had an excellent credit score prior to this outrageous error by Nationstar DBA Mr. Cooper. I have personally contacted all 4 Credit Reporting Agencies and learned that Nationstar has done nothing to remedy this situation.
Company Response:
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them form all 3 credit reporting agencies. please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft NSTAR/COOPER Account Number : XXXX This is not mine. 2. Identity Theft Account Number : XXXX This is not mine. 3. Identity Theft XXXX XXXX Date of inquiry : XX/XX/2019 This is not mine.
Company Response:
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mortgage owe XXXX due to signing up for a deferment while COVID was going on
Company Response:
State: IL
Zip: 60517
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2020 I called my loan servicer, Mr. Cooper ( actual name of the company ), and was immediately granted Pandemic Forebearance. On XX/XX/2020 I called with several questions re how the Forbearance would work. I was told by the Mr. Cooper agent that the Forbearance covered XXXX thru XXXX at that point and my not being current did not matter, I was now " protected. '' I was only past due for the XXXX and XXXX payments at that time and concerned about being able to pay before the last day in XXXX to avoid being 90 days delinquent. Again the agent told me not to worry, that Mr. Cooper " wanted to help during these trying times. '' Throughout my 16 month Forbearance I stayed in contact with Mr. Cooper to plan for what came after my Forbearance ended. For several months I was assured by agents I would be offered a Deferment. On almost every single call, I was given conflicting information from the call before. Transferred to many extensions with those agents confused as to why I had been transferred to them. Many times disconnected after waiting on hold up to one hour or more. Never once was my Single Point of Contact, as listed on mailed correspondence, available to speak with me. I've kept very detailed notes with names and dates if these are needed later. Although my mortgage is not Federally backed, from the time I was granted Forbearance up until this past XX/XX/XXXX when my Forbearance ended, I was told that Mr. Cooper is " following the guidelines of the CARES ACT. '' Unfortunately, their following those guidelines ended when my Forbearance ended. I was not only denied a Modification because I was not current on my loan at the onset of Forbearance and because my equity is not low enough, but also denied the Deferment because of not being current. My lender is only offering a Short Sale or a Deed in Lieu. My lender would rather Foreclose on my home of 25 years than to extend Deferment because of 2 past due payments. This is especially hurtful since I had been assured since the beginning by several Mr. Cooper agents that my being behind did not matter. If I had been given accurate information in XXXX of 2020, I would have delayed asking for Forbearance until I could borrow money from family to get current. I have sent letters, emails, and Messages through my Mr. Cooper online account asking for help to avoid Foreclosure. I've made suggestions such as my paying a lump sum of the two months I was delinquent in order to be considered for Deferrment. I've asked for a Balloon Payment to be added at the end of my loan. No help is forthcoming. Yesterday received an email response to my latest plea for help. It was from a loan executive at Mr. Cooper and again contained misinformation. Most distressing is that in regards to my informing them that on XX/XX/2020 their agent ( I stated the name, his location and exact words ) told me my not being current did not matter and that the Forbearance covered XXXX thru XXXX, the loan executive told me that could not be verified because the phone recordings had been " purged ''. I responded today by email letting him know I would be filing a complaint with the CFPB. I also included a lengthy account of all the misinformation I'd received from Mr. Cooper and again asked that they contact my lender on my behalf and ask them to work with me to keep my home. I am a XXXX year old woman on XXXX XXXX. This has been my only home for 25 years. I am extremely stressed and can not eat or sleep much over the thought of losing my home. I am only asking for help and what is fair. Why would anyone Foreclose on a home when someone was not in Foreclosure at the time Forbearance help was offered? I have contacted CalHFA and am hoping to be eligible for their HAF program when the Treasury approves the plan they have submitted. Mr. Cooper has informed me that I will start to receive Foreclosure notices after XX/XX/XXXX. I truly hope my lender reconsiders and broadens their guidelines to include everyone who received Forebearance. I wish my loan was Federally backed so I would not have to be going thru this. Thank you so much for your help. Sincerely, XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92648
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A