Date Received: 2021-08-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have been calling nation star DBA Mr Cooper my mortgage company asking them to correctly report my payment history and balance. This has been going on for over five weeks now. Every time I call them they tell me that theyre investigating it and theyll have an answer for me shortly. Or they tell me that itll be fixed by the end of the week. I called again they tell me youll be fixed by Monday they havent reported any mortgage payments since XX/XX/2020 as of today theres 13 months not reported. They also reported to XXXX my monthly payments wrong and my balance my monthly payment is {$1000.00} they reported it was {$1100.00} also they reported my balance was {$150000.00} MY balance is {$150000.00} also my payments are up to date and there reporting one month late. Also each week I called them they actually reported more wrong information each time. my XXXX Credit report has changed 4 times in one month each time I called they reporting more wrong information making my score go down each time they reported the wrong information.
Company Response:
State: DE
Zip: 19808
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For the past 6- 7 years there has been numerous property inspection fees which XXXX each time. Then it is applied to mortgage smount. I do understand the investors have the right to make sure the home is occupied but should be every month.. However, the party hire to take picture of my drives by home very slowly with their phone hanging out of a partially open window to take a picture. On XX/XX/21, I took a picture of the silver XXXX XXXX taking a picture of my home. In the same investor for my home inundate my phone with people wanting me to sell. I've been in my home over 48 years then got this home equity loan which was sold to this investor.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2021 RE : Foreclosure Sale TS No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX ext XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, TX XXXX XXXX Please stop the sale of our home. Request attached to this email. Please help, the auction sale is scheduled for Monday, XX/XX/2021. I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it. I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home. We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date. On Monday, XX/XX/2021, if no resolution is in place by that time, our home will be sold. With the assistance of NACA, I have exhausted efforts to achieve an affordable mortgage, because the investors, to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution. If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts NACA can extend at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home. I have recommended many to NACA over the past 7 years, and many have received successful assistance, with permanent and affordable mortgage modifications. Although I have not received an affordable modification to date, I have always trusted in the NACA Save the Dream concept because I have seen the excitement of those I recommended who received help. Although I have never received a sustainable modification to date, I continue to recommend NACA to many people. I am hoping a final effort can be made for a modification on behalf of my family and our family of 7 is not displaced. Our primary goal is, and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan. This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear. If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort. Please help. Sincerely, XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We were transferred to Mr. Cooper from our previous lender. It was extremely painful experience to pay off our loan with Mr. Cooper. After receiving the quote from them, we wired them the money in the amount of {$100000.00} on XX/XX/2021. We did not hear from them for many days. They did not tell us if they received it or not. When we called to ask for status, they said they did not received the money, and asked us to contact their research department to look for the money. We did as directed, but never heard anything back from the so-called research department. After waiting more weeks and calling them many more times, they finally said they received the money a long time ago but rejected it since they were missing some information. They did not bother to ask us for the information before rudely turned down our payoff money. Then after over a month of communication with this irresponsible lender, we had to go through the pay-off process again and lost several hundred dollars because of their irresponsibility. Finally on XX/XX/XXXX, we paid off our loan in the amount of {$100000.00}. There was an over-payment amount ( {$96.00} according to them ) and we assumed they would send that to us soon. They never did. So we called again to ask about it in early XXXX. They said they already sent us the money, and if we did not receive it, they would send it again. We waited another 10 days. No money was received. We called again. They said they did not send the money to us yet and they would do it soon. We waited more days. No money was received. We called again. They said they sent us the money a long time ago and the check was already deposited. Therefore, after all, they would not send us any money. They also claimed the signature on the check deposited was the same as what's on file from us. But we never received the check or deposited it. We then asked for a copy of their check sent to us, the bank name and account number the check was deposited into, and the picture of the signature. We were hoping to find some clue of who deposited our check. But reps from Mr. Cooper refused to provide any of that. They said if we wanted to find out where the money went, it's our job to file a police report, while Mr. Cooper is not responsible to provide any relevant information to us. They then ask us to contact their research department if we still want our money. We asked to speak to someone from that department. They said that department does not handle phone calls. We had to email them, which is the only way to contact them. They then gave me an email address. We emailed ( XXXX ) on XX/XX/XXXX. Now 10 days already passed. We heard nothing back from this research department. Not even a note acknowledging their receipt of our email inquiry. Up till now, 4 months after our payoff, we still don't have our overpayment refunded. And during this whole process, Mr. Cooper never reached out to us although they owe us money. They did nothing to help out the customer except keeping customer 's money to themselves. If you need reference, the last rep we talked to was XXXX, work ID XXXX.
Company Response:
State: CA
Zip: 94521
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Like many people I was struggling before the pandemic, but during the pandemic I was unable to make my mortgage payments. I applied for and was granted 12 months of forbearance of my XXXX XXXX mortgage serviced by Mr.Cooper. At the end of the 12 months I was NOT informed that under XXXX XXXX I was entitled to two additional 3-month extensions. When I did apply for those through Mr.Cooper I was told no. When I applied for a Loan Modification I was told no. I was told I could do a Repayment plan, but I would have to pay the outstanding balance of payments due in a lump sum ( in violation of XXXX XXXX guidelines ). I requested written clarification of why I was not entitled to the extensions and why I was not entitled to a Loan Modification. I also requested an explanation was to why I had to pay back the payments suspended during forbearance as one lump sum. I have received NO written response to these questions from Mr.Cooper. I have however received two letters from XXXX XXXX XXXX informing me that Mr.Cooper has turned my loan over to them for foreclosure. This is extremely frustrating. Why am I being singled out for treatment that violates all of the XXXX XXXX guidelines currently in place? I do not have the money to hire a lawyer to help me with this. However, I am waiting on an inheritance which would allow me to pay the outstanding balance of payments of approximately {$32000.00} in a lump sum. That should be going to probate and should get through probate in 12 weeks or sooner. So if I was actually granted the 2 forbearance extension periods I am legally entitled to I would be able to pay the outstanding balance and make my mortgage payments on time from here on out. But Mr.Cooper would rather drive a XXXX year old woman out of her house and onto the street. Mr.Cooper is also aware that there are 14 old horses on this property that have nowhere to go. Is Mr.Cooper going to pay for their board at another property? Is Mr.Cooper going to have them all destroyed since I can't take them with me to live on the street? Or better yet, is Mr.Cooper going to follow the regulations mandated by XXXX XXXX and give me my forbearance extensions so I can save my home? Please help me. I would rather die than leave my home knowing my horses will all be killed especially when it can all be avoided. I have provided Mr.Cooper with proof of my inheritance. I have provided them with proof that I am serious about saving my home. And yet they can not bother to respond to any of my requests in writing I will be making a copy of this complain and submitting it to Mr.Cooper and to XXXX XXXX XXXX as well. I hope you can help me. Thank you.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently in the forbearance program with mr Cooper mortgage. I am the successor in interest on the estate & I reached out to ask about the COVID advance FHA assistance. I was informed that this is not an option for me because they dont have it. I am also being told that I will need to pay the amount in a lump sum & have received no help with getting back on track. I am able to make the regular monthly payments but they will not allow me any type of help on this & I am also being told that they will not work with moving some or all of the payments to the end of the loan
Company Response:
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer is reporting to the 3 credit bureaus XXXX, XXXX, and XXXX my mortgage is up to 150 days delinquent. My mortgage payments are currents. I have tried to speak with my mortgage servicer to correct this but they will not speak with me. I have my canceled check reflecting all mortgage payments. Received mortgage statement that said my mortgage payment was increasing because I was being escrowed for city taxes, my home is in the county and I don't pay city taxes. My mortgage company has over charged me for my escrow account. Also my mortgage payment has increased because of the incorrect information
Company Response:
State: TN
Zip: 38125
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have disputed this account and have reached out to the company/creditors MANY times but failed. This account is being reported inaccurately and incorrectly on my credit report.
Company Response:
State: MA
Zip: 02720
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Mr Cooper on XX/XX/XXXX. I waited a few days to receive my loan number so that I could call customer service and inquire about my property taxes being paid from my escrow account. I explained that my loan had just been transferred and that I would be incurring a penalty for non payment if my property taxes were not paid by XX/XX/XXXX and asked them to make the payment. I was told not to worry that they will make sure to get it done but since they just received the loan they don't have all the information yet and that if for some reason it gets paid later that Mr Cooper would be responsible for paying any late fees as well. I called one more time to talk to another representative before XX/XX/XXXX and brought up again that my property taxes were about to be charged a penalty and asked if I would be responsible for paying it. I was again told that it would not be my responsibility. My property taxes due were {$6000.00}. My escrow balance as of the date of my first mr cooper statement on XX/XX/XXXX was {$12000.00}. That first payment cycle XXXX of my mortgage payment was applied towards my escrow account, so Mr Cooper was accepting payments and maintaining my balance. I called several times after XX/XX/XXXX asking for the taxes to be paid. I was in the process of applying for a HELOC with another company and the non payment of my property taxes was holding up the underwriting process. Finally, on XX/XX/XXXX, I personally paid the property taxes along with penalties and interest of {$600.00}. On XX/XX/XXXX, I called Mr Cooper to inform of this and requested that the penalties be reimbursed to me and that my escrow account also be closed because over $ XXXX of funds was being held in the account and I was unhappy with the non payment despite my many phone calls. I was told that the penalty reimbursement and the escrow account closing were going to be processed as two separate requests and that they would take different amounts of time since they were separate requests. I was never told that closing my account would have any impact on my ability to be reimbursed the penalties I had paid. I was told to email a receipt of the payment that I made to XXXX and was told they manage the property taxes issues. I included a case number that I was provided by customer service along with the proof of payment I had received via email from XXXX County. I never received a response to this email. My escrow account was eventually closed and I received a check for the balance. According to Mr Cooper the date of the closure was XX/XX/XXXX. I called several times to follow up. I was told by one represenetative that they did not even see my request on their records. On XX/XX/XXXX, I was told to email XXXX and explain the situation and send the same proof of payment to them. Because my escrow account was now closed, I was told that the corelogic address was not the appropriate email to direct my issue. I emailed on XX/XX/XXXX. At this point I had repeatedly explained the situation to many representatives. On XX/XX/XXXX I received a response. It mentioned that it was a response for my request made on XX/XX/XXXX ( althought I actually had made it on XX/XX/XXXX ). It said in part, " Please be advised that your account is not escrow to make the payment of your property taxes. Therefore, you will be responsible for direct payment of the property taxes. We apologize, but we are unable to reimburse the fee at this time. '' I did not see this email until XX/XX/XXXX, at which point I responded with the below message : " Hi, I just saw this message that my kate fees would not be refunded because my account is not escrowed. My account was in fact escrowed on the date that the taxes were due. I called several times before and after to request that it be paid from my escrow account. I was assured that it would be taken care if and that any late fees were not my responsibility because my taxes were held in the escrow account so it was not my fault. I finally paid the taxes myself including the late fee after several failed attempts to get Mr Cooper to send the payment from my escrow account. After paying it myself and because of the terrible experience I had, I requested that my escrow account be closed and refunded to me. At the same time, I requested a refund for the late fees. Several weeks later, I called to follow up and was told that the request was not submitted properly since I no longer had an escrow account. I resubmitted the request and received the attached response. This is ridiculous. I had an escrow account and still had to manage paying it myself. The fees should be refunded. I'm sure if you look into it you will see that the request to close the escrow account was made in XX/XX/XXXX. The late fees were incurred in XX/XX/XXXX. The fees are not my responsibility and I've had so many hassles with Mr Cooper since my loan was transferred here. This is extremely frustrating. Please review and I hope you hear back soon with a favorable response. Thank you, '' I never received a response to this email. I called again and explained the situation and my frustration that I had not even received a response to my follow up. I was reassured that it would be handled within 7-10 business days. I said that I have been told this 7-10 business days time frame for several months now and that I have been calling since my loan was transferred in XXXX over this issue. The representative apologized and reassured me that it would be handled. 7-10 business days pass, and I again received no follow up response to my request. On XX/XX/XXXX, I called again. I was very upset and said that I need to speak to a manager because I have been calling without any resolution for several months. I was transferred to someone from the Executive Resolutions Team. She looked into to it over the phone. She said something about never having received all of the paperwork from XXXX ( previous mortgage company XXXX when the loan was transferred. She mentioned that the property taxes were in fact due on XX/XX/XXXX, so XXXX should have paid it. I responded that I had an escrow account so that I wouldn't have to deal with this hassle and that it really wasn't my problem to work out their issues with the other mortgage company. I told her that because my payment was no made timely, I was not able to deduct it from my taxes and have spent hours on the phone with no proper follow up, so I just want Mr Cooper to figure it out and get my penalties reimbursed. I was told that she needed more time to research, but that she would definitely have a resolution for me by XX/XX/XXXX, if not sooner. She emailed me with this message : " Thank you for allowing me the opportunity to assist you today. I will be your single point of contact until a resolution is found. My direct contact number is XXXX, please call me directly if you have any questions. I work Monday Friday from XXXXXXXX XXXX ( CST ) to XXXXXXXX XXXX ( CST ) I will return any voicemails left during this time the same day. If you leave a voicemail with me after those hours I will return your call the next business day at my first opportunity '' On XX/XX/XXXX, I had still not heard from her. I emailed her on XX/XX/XXXX and XX/XX/XXXX, but did not receive a response. I also called her twice during this time, again with no response. On XX/XX/XXXX, I called Mr Cooper again, asked for the Executive Resolutions Team, told them the situation and about how I was promised a response but never received any follow up. The person on the phone said it looks like the person that was helping you is out of the office today, but she will be back on XX/XX/XXXX. If she doesn't answer by XXXX, give me a call and I'll help you. I asked her to just look into it for me, but she said I should wait to see if the other team member responds first. I got a call on XX/XX/XXXX from the first Executive Resolutions Team member saying that because I don't have an escrow account, they are not willing to pay the penalties. I asked her if she had conveyed that I had a fully funded escrow account the day the penalties were incurred and that I only closed my escrow account due to the non payment issue. She said she did convey this, but that unfortunately they would not pay because my escrow account was closed. She suggested that I email XXXX with an explanation. She said she can't guarantee that I will get the fees, but that she knows that they look into things a little more deeply. This is the same email address I had sent a request to on XX/XX/XXXX. This company is giving me a runaround on what is clearly their error.
Company Response:
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In response to my repeated requests for payment information related to my loan, I was repeatedly sent private information for other Mr. Cooper customers. The employees at Mr. Cooper repeatedly did not listen when I told them what they were doing, and continued to send me private information for other customers. I believe this is a crime. In addition, I paid off my loan, it was confirmed that I had made the final payment, and Mr. Cooper subsequently called me to demand additional funds. It appears that one of my previous loan payments made prior to receiving and satisfying a misrepresented payoff estimate I received and paid via wire transfer was also misrepresented as processed and paid in full by Mr. Cooper. Because of these misrepresentations, I suffered a great deal of XXXX XXXX, incurred investment losses, incurred transaction fees, and have nearly lost my home due to Mr. Cooper 's delay in processing and reestablishment of my VA loan eligibility. I am happy to discuss with a reasonable adult. These are violations of the Deceptive Trade Practices Act, common law, and likely also of criminal law in several respects.
Company Response:
State: FL
Zip: 33606
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A