Date Received: 2021-08-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mr cooper approved this pandemic forbearance without my consent it was approved i suspect only after a modification mishap. When I asked for this pandemic forbearance thingy prior but it kept saying denied ( i went online to their website many times to renegotiate and it would go through the process until the very end it would give a error indicator or something to that effect ) i also highly suspect then it went on my credit derogatorily ( cause i was getting the calls and then the notice from the third party under the door ) for a while then this forbearance is miraculously approved again!! Now this pending modification I never started is here on my behalf how can this occur without my involvement whatsoever. You get teh merits and benefits of the law by diligently doing things to protect your investors and your staff artfully schematically narrate legal grays but im certain i would have to sign off on this or something casue when i clamored for it i got rejection and double talk then mircles start happening out of the kindness of your heart and still im left in the dark eventually paying more ( this debt and my credit ) while your numbers look good
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was told by a telephone representative of Mr Cooper informed me that Due to COVID 19 I didn't have to make a payment for a year. It was not mentioned that i would have to pay it back in a year, nor was i informed of a forbearance. i am almost XXXX year old with undefined heath issuers and a t risk for Covid 19.Therefore I am not able continue in the work force.
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had fallen behind on my mortgage ; before covid hit. This past year I was on a forbearance and applied for mortgage help from Mr. Cooper. They said they could not modify the mortgage because I had been previously modified. Due to covid I couldn't catch up. please help
Company Response:
State: CA
Zip: 91344
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After Mr Cooper acquired my mortgage starting XX/XX/2021, it failed to make property tax payment to XXXX county tax department for the bill that was due on XX/XX/2021. Before XX/XX/2021, I have sent several message via web to make sure the payment goes out on time. After several attempts, Mr Cooper took the money out from my escrow account on XX/XX/2021 and said they disbursed the payment to tax department via wire transfer. I have reached out to Mr Cooper several times via phone calls and messages, they kept on saying their tax department is working on it and never specified what they are working on. I requested that the money taken out from my escrow account be refunded back to me many times since the payment never reached to XXXX county tax dept. After a month, on XX/XX/2021, I got a notice from Dept of Finance saying i have UNPAID TAXES AND CHARGES. I made the payment directly to Dept of finance out of my own pocket and requested Mr cooper to refund the money plus interest I paid to dept of finance for lateness. Due to these issues, I requested mr cooper to close my escrow account in XXXX so that I can start making payments myself. So far, Mr Cooper is not refunding me the tax payment taken out from my account {$1200.00} and about {$5.00} in interest charges.
Company Response:
State: NY
Zip: 11418
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow-on to an inadequately addressed prior complaint. My complaint stated that Mr. Cooper failed to credit my mortgage loan account for THREE ( 3 ) payments that I made to XXXX, the prior servicer. Those payments were : 1. {$5000.00} on XXXX XXXX. {$2100.00} on XXXX 3. {$2100.00} on XXXX Mr. Cooper 's response only addresses TWO ( 2 ) of those payments. They DID NOT address their failure to credit my account for the XXXX payment of {$2100.00} that I made to XXXX and that XXXX transferred to Mr. Cooper. As a result, my Mr. Cooper account is INACCURATE and fails to include all of the payments that I made to the prior servicer ( i.e., XXXX XXXX. Specifically, my account DOES NOT reflect my payment of {$2100.00} on XXXX. Please credit my account to reflect ALL of the payments that I made to the prior servicer. LOAN NUMBER : # # # # # XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper / Nationstar overpaid my insurance resulting in a refund which they never reapplied to my impound account or mortgage balance. Essentially Mr. Cooper / Nationstar overpaid my insurance and then kept the refund, stealing a {$2200.00} refund meant from me.
Company Response:
State: CA
Zip: 90803
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original mortgage was held by XXXX. In XXXX of XXXX there were delinquent payments on the mortgage, and I worked with XXXX to have the mortgage use an XXXX Flex modification option offered to me by the servicer to bring the loan current and eliminate all late fees. That program was completed in XX/XX/XXXX, at which point XXXX sent paperwork to have notarized, witnessed, signed, and sent back via XXXX ( tracking slips provided by XXXX ) - which would finalize the modification. At this same time, another company, Mr. Cooper, acquired this account to service payments from XXXX. This is where the problems begin. Since day 1 of servicing this loan, Mr. Cooper has not recognized the loan modification from XXXX. Mr. Cooper 's collections department report this account as still delinquent, and they have been aggressively attempting to collect on that debt through multiple phone calls a day, USPS mail, and more recently through home visits. With each representative I speak with and explain the situation too, I was told " XXXX just hasn't got us the paperwork yet. Be patient. It will work itself out. '' In XX/XX/XXXX, I finally was able to reach someone who claimed to work for Mr. Cooper 's " escalation department '' named XXXX XXXX XXXX XXXX ; XXXX XXXX. XXXX told me that Mr. Cooper has no record of any modification existing, and asked me to email in any paperwork I had. I did so, and XXXX confirmed receiving the paperwork. He stated they will work with XXXX to resolve ; that the process would take approximately 30 days ; and that Mr. Cooper did intend on honoring the modification. XXXX has stated that the delay in completing this modification is with XXXX providing documentation. I have made payments on the mortgage each day since the modification in accordance with that agreement. In XXXX of XXXX, Mr. Cooper removed my ability to make online payments, and their phone staff started reporting they could not take payment either. I contacted XXXX concerning this, and he said that it is standard procedure, and will work itself out when the modification is completed. I asked if then we could have collections ceased, and he did not have the ability to do that. As of the date, I am filing this complaint, none of these issues have been resolved. If anything, the collection efforts have become much more zealously aggressive with home visits to hand demand letters suggesting we should retain an attorney. On both occasions, they were handed to third parties who happened to be in the home - a pet sitter, and on another occasion - someone attending a birthday party we were hosting. It's embarrassing. I still get multiple calls from Mr. Cooper 's auto-dialer a day. When I do answer, it turns into a 40-minute conversation to explain the same story. While XXXX and every rep I talk to claims to " make notes '' about the status of this account, every rep seems to be unaware of anything when they call. Some are downright rude and condescending to me. But once they do get information, and usually, after being on hold for an extended time, I am just told " give it two more weeks '' or " give it another 30 days ''. Nobody can do anything more. I have asked repeatedly every rep to remove me from collections, as Mr. Cooper is very aware there is a modification on this account - and I am told they will not. I am not a legal expert, but this feels like an outright and vagrant violation of the FDCPA to not do so. Mr. Cooper has not filed a XXXX XXXX yet, but with how disconnected they seem to be internally within their company, I suspect it will happen at some point. I am filing this complaint because I think 9 months is an excessive amount of time to work this out, and I see no end in sight. I am powerless to do anything and afraid I am going to lose my home over a paperwork issue. I am also tired of the harassment from their collections department. I just want my prior modification recognized per the agreement with XXXX, with all-new late/administrative charges Mr. Cooper has added removed, and allow me to continue paying my loan ( which I have the ability to do so ). I don't think this is an unreasonable expectation.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: This is regarding a mortgage that Nationstar / Mr. Cooper has used every malicious litigation tactic against me to try and enforce a mortgage they bought the bad debt for. The mortgage balance is in the {$600000.00} range/amount due but is always changing. Even up to the mediation last week, there were different amounts. This bad debt/mortgage was defeated in court in XX/XX/XXXX against other alleged lenders who then sold it to Nationstar investors. We just had a mediation. I brought very substantial settlement offers to the table. After 6 hours of mediation, Nationstar power-hungry lawyers backed by XXXX XXXX XXXX used the threat of more malicious litigation just because on a final agreement, I asked for 72 hours to consult with the attorney of the tenants, which is a Non-Profit Group Home for Autistic Children. I pleaded for 72 hours of collaboration vs. more litigation for the sake of the five children. I showed video and the information of the tenants, the five children, and the founders. In hindsight, I think that was a mistake. I feel just because the tenants organization is from unknown XXXX community leaders and a lower socioeconomic non-profit organization, the attorneys involved decided it was not worth giving us 72-hours to collaborate. This was on a Friday ; they threaten me, sign the agreement now ( XXXX XX/XX/XXXX on Friday ) or else on Monday, more litigation will be filed. I tried to appeal to the power-hungry attorneys for both Nationstar and XXXX over the weekend, all to no avail. Sure enough, on Monday, they filed more litigation. Had the non-profit been from a prestigious white community organization, we would have been granted the 72 hours plus. I respectfully offer this summary for everyone to understand the facts regarding this property and the alleged debt on this property and a better understanding of my position. The subject property/loan is not a defaulted mortgage. This is a bad debt for all involved and a business decision and should be treated that way and settled with collaboration. Three previous alleged debtholders never validated this subject 's alleged debt in XX/XX/XXXX. All three lender 's tacit assent is documented with certified mail receipts and well-documented communication. I have been dealing with all of this that you will read about since XX/XX/XXXX with this asset. All the alleged " lenders ' " reputations speak for themselves. The subject debt was part of all the predatory practices spelled out in the links below. I did not just one day decide not to pay this mortgage. Since XX/XX/XXXX, I have dealt with mishandled payments and escrows, abandoned broken promises, modifications, and forbearance agreements dishonored during the great " Loan Reshuffling '' of these alleged lenders. Then came the coverup and Robo-signing and outright fraud with my signatures. This debt has been a part of all this described in these articles. https XXXX XXXX Then the bigger insult, I only received a few XXXX dollars from the XXXX in fines paid by all the lenders involved. Little History of the debt : And this is just a small part of it. XXXX XXXX XXXX XXXX XXXX " Original Lender '' Their Reputation XXXX XXXX XXXX Aurora Loans ( alleged assigned lender # 1 ) Their Reputation XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Nationstar Mortgage LLC ( alleged assigned lender # 2 ) XXXX : XXXX $ XXXX XXXX XXXX XXXX Background on why I will and must fight this bad debt, in court, civil rights activist, and publicly if we can't collaborate and settle this. I am not a deadbeat debtor but a determined businessman that wants justice and restitution for five XXXX children living in the home. I have tried to work the subject debt out since XX/XX/XXXX. I had it worked out numerous times from XXXX, but the rug was pulled out from under me as per the articles. Then again, in my personal and corporate Chapter XXXX, this current alleged lender had three years to settle but ignored the opportunity. Since XX/XX/XXXX, accounting of all the figures and monies paid and owed on this acclaimed debt has never balanced and still does not balance to this day. A few days before the mediation, I received a different set of numbers and balances. In my previous corporate and personal Chapter XXXX, I have been personally relieved from any shortages on this acclaimed debt. I am only asking for Nationstar and XXXX to collaborate on a settlement and stop using malicious litigation trying to remove five XX/XX/XXXXunderprivileged children from a property for which Nationstar only has bad debt. This needs to be handled by executive leadership and call the power-hungry attorneys off the case. I have a chain of emails I will provide to the corporate executives that show the attorneys ' failure to handle this case properly.
Company Response:
State: FL
Zip: 33431
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, after returning from a 5-week trip abroad ( XXXX XXXX XXXX, 2021 ), I discovered that my mortgage company, Mr. Cooper, had failed to pay the first half of the real estate tax on my property, which was due to the City of XXXX, VA, on XX/XX/2021. The amount to have been paid amounted to {$4300.00}, which includes {$4100.00} for real estate tax, {$44.00} for stormwater fee, and {$230.00} for refuse fee. In my absence from the country, the Department of Finance of the City of XXXX had sent a letter, dated XX/XX/2021, notifying me of the mortgage company 's non-payment. The letter also included an updated real estate tax bill in which the City of XXXX had extended the deadline for payment until XX/XX/2021. Upon my return from the airport on XX/XX/2021, I saw the above-mentioned notification of non-payment, and I immediately logged into my mortgage account with Mr. Cooper, and saw that the escrow balance remained unchanged and that indeed they had not paid the real estate taxes. What is more, I saw that both the amounts and the dates Mr. Cooper had on the webpage for the real estate taxes were completely wrong. I telephoned Mr. Cooper 's customer service and told them that the real estate taxes had not been paid and that the amounts and dates they had were erroneous. The customer service representative provided me with an e-mail address ( XXXX XXXX XXXX ) of a third-party, XXXX XXXX, that apparently pays the real estate taxes for the mortgages Mr. Cooper holds, and instructed me to send an e-mail to XXXX XXXX asking for immediate payment of the real estate taxes along with the cooresponding real estate tax bill. I sent this e-mail to the address provided along with the real estate tax bill that very day. In my e-mail to XXXX XXXX, dated XX/XX/2021, I requested payment of the real estate taxes by XX/XX/2021, and that they update the real estate tax information to correctly reflect the amounts due both for taxes as well as storm water and refuse fees. I followed up on the matter on XX/XX/2021, calling Mr. Cooper once again to ensure that XXXX XXXX had received my e-mail and the real estate tax had been paid or would be paid by the extended deadline -- i.e., XX/XX/2021. I was informed that XXXX XXXX would be paying on XX/XX/2021. I stated that this was unacceptable as this meant, ( a ) the City of XXXX would be imposing penalties and interest as from XX/XX/2021, and ( b ) that my credit history would be damaged. The representative responded that Mr. Cooper would take care of the penalties and interest if it was their fault. I replied that this was all well and good, but that the damage to my credit history would not be taken care of. I again called on XX/XX/2021, and after being told by the customer representative that there was nothing she could do and I would just have to accept that the taxes would be paid late, I insisted on speaking to someone else. I was referred to the escalations department. The representative at the escalations department said she would send another message to XXXX XXXX requesting that it pay the real estate taxes on XX/XX/2021. She also said she would personally follow-up with me on XX/XX/2021, to inform me about the situation. On XX/XX/2021, after not receiving any phone call from the Mr. Cooper 's escalation department, I called Mr. Cooper yet again. The representative informed me that the taxes would be paid on XX/XX/2021, as despite my insistence on timely payment of my real estate taxes, the timeframes established could not be shortened and that my request for payment had only been sent on Friday, XX/XX/2021. I informed the representative that this was completely untrue ; rather, I had originally called and requested timely payment of the taxes on XX/XX/2021, both by phone and in writing. I further informed the representative that I would be paying the taxes myself that day ( XX/XX/2021 ) in order to avoid irreparable harm to my credit history. I was then told that XXXX XXXX would likewise be paying the real estate taxes nonetheless on XX/XX/2021 because at this point it was too late to reverse the order. Mr. Cooper 's lack of responsiveness to this issue, despite my repeated attempts, is unacceptable and clearly shows its incompetence and indifference. Thus, I was forced to pay the real estate taxes myself using funds in my personal checking account on XX/XX/2021 in order to preserve my good credit standing.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had insurance coverage on the mortgaged property outside of escrow since XX/XX/XXXX with no lapse in coverage. The coverage amount is {$50000.00} with a {$5000.00} deductible. XX/XX/XXXX I received a letter from Mr. Cooper stating I was to be receiving forced placed insurance. I had insurance through my agent outside of escrow and the insurance documents had been uploaded to their server. The system they use to apply forced placed insurance is tailored to benefit the application of forced placed insurance and put the burden of proof onto the customer. In XXXX of XXXX I received a letter from Mr. Cooper stating my maximum deductible needs to be 5 %. I have asked for this guideline to be proven in writing from our original contract. I asked in an internal message system on XX/XX/XXXX, and twice on XX/XX/XXXX. I have yet to receive anything in writing proving this guideline. It does not exist. Therefore, this company is enforcing higher insurance cost onto their customers through arbitrary means. In a phone conversation XX/XX/XXXX Mr. Cooper called me to talk about the insurance deductible of 5 %. The agent had no written proof and said it's the system that generates the infraction and there's nothing they can do about it. The system is created by Mr. Cooper or affiliates therefore there is everything they can do about it. It comes down to arbitrary application of guidelines which cost the customer more money and benefit Mr. Cooper and it's affiliates. Also Mr. Cooper 's practice of arbitrary actions cost me time in having to deal with their actions. Additionally I have to pay for items placed on my account for fear of being reported to credit agencies for default payment. Thank you for your time in review. .
Company Response:
State: OH
Zip: 45420
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A