Date Received: 2021-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made three attempts since XX/XX/2021 to have the flood insurance requirement reexamined. FEMA issued a XXXX on that date that would allow us to significantly reduced, even eleminate our {$1700.00} flood insurance premium. Each attempt I was told that it would take 3-5 business days to review and then I would be notified of the findings. The last attempt was on XX/XX/2021. I have still not received any communication. Without the lender 's permission, my insurance agent is not able to make adjustments to the policy.
Company Response:
State: FL
Zip: 32086
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My mortgage loan was transferred/sold from XXXX to Mr. Cooper on XX/XX/2021. I was attempting to pay the loan off completely in XXXX of 2021 to avoid having to deal with the new loan servicer. Mr. Cooper is showing an unpaid principal balance of {$55.00}, XXXX. I have sent them multiple documents as proof of an unpaid balance of {$0.00}. I have provided all of these documents to Mr. Cooper. Please find attached : XXXX and XXXX bank Statements showing payments to XXXX to pay off the loan. ( Attachments 1 and 2 ) A Payoff Statement from XXXX dated XXXX in the amount of {$200.00} and an unpaid principal balance of {$0.00}. ( Attachment 3 ) A XXXX Monthly Statement from XXXX showing large payments in XXXX and an unpaid loan balance of {$0.00}. ( Attachment # 4 ) A XXXX Monthly Statement ( dated XX/XX/2021 ) from Mr. Cooper indicating an unpaid principal balance of {$55.00}, XXXX. ( Attachment # 5 ) Log of some of the many calls/emails to Mr. Cooper to resolve this. XX/XX/XXXX, XXXXReceived a digital payoff statement from Mr. Cooper ( Attachment # 7 ) and a Digital XXXX Monthly Statement XXXX Attachment # XXXX ) XX/XX/XXXX, 2021-Called and left a message and sent an email to XXXX XXXX about the status of my balance. XX/XX/XXXX, XXXXEmailed XXXX XXXX and the Research Incoming address for Mr. Cooper a copy of the payoff Statement and the XXXX Monthly statement from LoanCare. XX/XX/XXXX, XXXX-Called and left a message for XXXX inquiring about the code change. XXXX called back and said the code change had nothing to do with the change to the unpaid balance amount. XX/XX/XXXX, XXXX-According to a soft pull of my credit report, I do not have a debt to anyone for a mortgage. It appears to be paid off. . XX/XX/XXXX, XXXX-Spoke to XXXX. She requested additional copies of the bank statements in PDF format. I emailed them to her. She also asked me to reach out to XXXX XXXX to inquire about the code being changed XX/XX/XXXX, XXXX-Made a third monthly payment for a loan that I was trying to payoff XX/XX/XXXX, XXXXFinally got connected to XXXX XXXX, Executive Resolutions Team and sent her pictures of bank statements showing off paying down the loan in XXXX and XXXX. XXXX XXXX-Loan Balance changed from {$0.00} to $ XXXX ( Code was changed? XXXX XXXX XXXX XXXX XXXX Made 2 monthly payments for a loan with a {$0.00} balance to avoid late fees after getting a text from a debt collector XX/XX/XXXX, XXXX XXXX ( needed to change a code-thought they could pay off the balance from escrow ) XX/XX/XXXX, XXXX-Requested a payoff statement via email ( talked to different 2 reps ) one was never sent XXXX XXXX-Called Mr. Cooper multiple times inquiring about the status/balance of the transfer I am not really sure who is more to blame, LoanCare for not applying the payoff amount to the payoff balance ( they applied it to the escrow account ) or Mr. Cooper for not resolving the unpaid principal balance with all of the documentation that I sent them.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Inexplicably, when I now try to sign-in to my online account, Mr. Cooper informs me that my password has expired. When I select " I forgot my password '' and enter my account identifiers for security, I receive a message that a one-time code was sent to my email address. A code was never received, upon several attempts ( I've also checked my Junk folder ). When I called the service center this morning at XXXXXXXX XXXX. EST ( the center is open at XXXX XXXX. CST ), I received a message that the call center was not yet open. I was unable to access the call center until XXXX EST, which does not comport with the stated service hours. Once I spoke with the service rep. ( my complaint has nothing to do with the service rep. whatsoever, as she was friendly and professional ), after 37 minutes of discussing the issue and being placed on hold while the rep. consulted with tech. services, I was told that the issue has existed since last week and there is no known timeline for resolving the issue. I am still unable to perform loan servicing needs via Mr. Cooper 's website.
Company Response:
State: VT
Zip: 05452
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, we received notification that Mr Cooper will be servicing our mortgage. Our mortgage payment includes payments for property taxes and insurance which were kept in escrow. On XX/XX/XXXX we received a letter dated XX/XX/XXXX, from our insurance company that our insurance lapsed for non payment. To reinstate our insurance on our home, our insurance rate was increased. We called Mr Cooper to asked why our insurance was not paid, when the insurance was to be paid from the escrow account which had a balance more than enough to cover our insurance payment. Was informed by someone in the insurance department that they were not responsible for our insurance payment but were only doing us a favor. Reminded the representative of Mr Cooper that our payment included the property taxes and insurance before Mr Cooper assumed servicing of our home loan. The response was that Mr Cooper had not received a bill from the insurance company and they can not do anything about payment if they had not received a bill. Mr Cooper sent no communication to us or the insurance company they had on file, about the payment that was due on XX/XX/XXXX for continued insurance coverage. Asked to have insurance payments removed from escrow, so that we would pay our insurance since Mr Cooper was too incompetent to ensure that our insurance was paid timely, and was told that we would have to first pay the insurance, send a declaration page to Mr Cooper, who will then determine if we qualify to have the insurance payments removed from escrow and may have to pay for any penalties that may arise from removing the insurance payment. I informed that representative that Mr Cooper already had our monies and had failed to keep up their end of the agreement. Mr Cooper was burdening us to find extra cash to pay our insurance. On XX/XX/XXXX, we received a letter date XX/XX/XXXX from Mr Cooper informing us that they plan to buy hazard insurance on our property which may be more expensive that what we can purchase and that we have to reimburse them for the insurance they bought. This is added burden to home owners by mortgage servicing companies like Mr Cooper and frankly smells like a scam to defraud vulnerable home owners. Our service agreement included paying for mortgage, property taxes and insurance, the extra payment being kept in escrow, Mr Cooper failed to keep their end of the agreement and now wants to further victimize us by having us pay for their incompetence. Mr Cooper should cover the cost of their own incompetence if they paid hazard insurance and they should cover the cost of increase insurance which we have incurred.
Company Response:
State: CA
Zip: 90249
Submitted Via: Web
Date Sent: 2021-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/2020, I was scheduled to close a refinance with another lender, servicer. Mr cooper services my current mortgage. Upon notification of my close they stated to my closing agent, they need a month to process my documents. One month later, they reported they lost my stock certificate and lease and need another month to complete an affidavit. Once that was done, in XX/XX/2020, I no longer qualified due to more stringent credit requirements that XXXX XXXX, the holder of my note, had, due to covid. In XXXX and even as late as XXXX I was able to close had Mr. Cooper completed their responsibilities. I have had to continue paying a higher interest rate and {$300.00} more per month since this occurred. I have asked Mr Cooper on three distinct occasions since XXXX to account for their actions and how they plan to remediate my losses due to their negligence and they will not answer me. Their attorneys, XXXX XXXX also refuse to answer. They are stonewalling me on purpose. I have received lip service from their consumer affairs dept and no follow up. They have violated their own statements on three consecutive requests for information that it will take them 20 to 25 business days to respond, which they never completed, nor followed up formally. I'm going to file a lawsuit against them and their attorneys and file with Tx and IL at XXXX, and XXXX the CFPB.
Company Response:
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2021-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
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: Mr. Cooper Mortgage Company did not resolve my issue as it should have been. Please refer to complaint number XXXX. Mr. Cooper reported to me that they had the right to report a late payment to them. yet on XXXX XXXX I spoke to a representative from the Company who told me my numerous complaints to Mr. Cooper were still under review. I commented at that time that I was concerned if it wasn't reserved soon that it would affect an issue with my credit. I was told by the representative that I didn't have to worry about that as everything was still under review. If they record their calls as they state, they can listen to them and hear what I was told. Not believing that Mr. Cooper was moving fast enough I went ahead and made the payment they had requested even before the issue had been resolved. After this they reported a late payment to all three credit agencies effecting my score by almost 100 points. I have the legal right to have this removed from my credit reports. Please re-investiage. Thank you. XXXX XXXX
Company Response:
State: CA
Zip: 95124
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home is mortgaged through Nationsatar Mortgage, DBA Mr. Cooper. My homeowner 's insurance and property taxes are escrowed. They have the policy information for my homeowner 's insurance. They failed to pay the renewal, now over a month past due.
Company Response:
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2021-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been in contact with Mr. Cooper for several months now requesting an extension to my 12-month forbearance. They refuse to give me one even though I have a XXXX XXXX XXXX. They have also refused to provide me with any answers to any of my questions in writing ( I have all my messages to them saved ) concerning why I am not being given an extension. They refuse to offer me any kind of repayment plan ( other than pay my entire outstanding balance in one lump sum ), or deferrment. They are offer me pay up and foreclosure basically. I did get a hand delivered letter informing me that my forbearance was over and that I should call them. I have tried calling them and I usually get put on hold or hung up on. Now in defiance of this recent change in the regulation to restrict foreclosures until XX/XX/2022 XXXX today got a letter from some company in California that they have commissioned to start pre-foreclosure proceedings on my property. I'm sure they will be adding those fees to my bill along with other fees they were not supposed to charge to my account under forbearance. What can I do at this point to force them to comply with my request for a 3-month extension on forbearance? If I don't qualify for this restriction on foreclosure what can I do to compel them to provide me the reasons why in writing? And what further action can I take to save my home? What is especially infuriating is that I will be receiving an inheritance within the next 3-4 months ( possibly sooner once it is submitted for probate ) and they know that as I have submitted them the paperwork and yet they have gone ahead and taken this action to try and take my home away from me. They are also aware that I have six very old horses on this property and if it were to be foreclosed on they would not be able to be moved. But apparently this company doesn't care about those horses any more than it cares about complying with XXXX XXXX servicing regulations. I would appreciate any help you can give me.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: when i log into account it has untrue or confusing information. I have been having a one sided conversation with this company for months now but somehow ive been put into this modification denial appeal phase and i dont know that even happened cause I didn't even know this was taking place until i read the letter they provided as a enclosure for the last complaint that was closed. So im to just give my information again to pay the extra interest that was incurred for stupidity and misinformation. Where was this foresight and proactiveness in XXXX XXXX AND XX/XX/ when documents were lost or " not received '' when income was counted when it was convey to officers in your company that the income wasn't supposed to be counted. So now we have Mr cooper all of a sudden looking out for the little guy yet while you're while conducting your investigation, youre ignoring my emails that you see daily and also while complying with all things federal you have time to have a third party contact me cause you cant get a hold of me but yet you confirm you get my emails. Very interesting logic. i didnt read anywhere in my contract where it said things liek this can take place the servicer can whip up a modification for the mortgagee without consent and its all in the spirit of good faith. Why wasnt this conducted in XXXX when i was thousands less in the whole. after all the medical bills i shown you for my wife or after you had your financial disclosures that showed the amount of my XXXX that i exhausted sending the majority to you ( i paid two payments of XXXX XXXX XXXX ) come to you with first payment default not even a default i was just behind you lie said i needed to be delinquent to be considered i wait that period then get rejected cause of timely filing which was bogus and wasted time casue the ENTIRE time im struggling with the health of my wife and tryign to look for a job and im begging fo a letter or something i can show a perspective employer to show im working on the issue since i work in finance NOTHING then you us the fact that i didnt have income at the time to justify the reason why you lost my paperwork in the first place then when i get back on my feet and get a job you're continuing to count expenses that i told you that should ve been taken off errors after errors almost a foreclosure then the error is Finally recognized get a hard fault modification then the pandemic happens AND I SOMEHOW BUMP MY HEAD AND DIDNT SEND THE PAPERWORK BACK silly me oh boy im so silly get another modification denied for false reasons again in XXXX and XXXX now here we are with this farce of a service company trying to accommodate me with a modification i didn't ask for ... THANKS YOURE HELPING A LOT KEEP UP THE GOOD WORK so sorry for the inconvenience so sorry you're disappointed and don't understand the bind you put my family in and the daily torture and anguish i deal with. Thank you so very much!!
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage loan with MR COOPER in which I have been trying to obtain a loan modification since XXXX of XXXX. I have been twice denied with not fully understanding why. In XXXX after I got a letter from MR COOPER it only stated that I was not qualified for a flex modification. In that first application they required two years of taxes and many months of banks statements. The final result they put me in forbearance since XXXX of XXXX. All the correspondent told me after getting out of forbearance I had a few options : 1. Pay the balance due in six months 2. Apply for modification Now that my forbearance is coming to an end they finally informed me after calling and speaking to 6 or more people that done of those options really applied to me. Why, I asked. Well even though I have a XXXX XXXX loan, because they have moved the loan in foreclosure department it disqualified me from receiving any of those relief thats is open to others. After close a to full year and suppling MR COOPER with all the documents they required I am now being told I only have three options : 1.Pay up the balance 2.short sale 3.deed in lieu. Solution : I would like to speak with my single point of contact which would helped cut through the confusion I have been getting. All my call to reach my dedicated specialist since XX/XX/XXXX as not caught up with her. I just today received notice that I now have a new person. Also I have requested conciliation conference still waiting on that. All this should uncover what is preventing MR COOPER from offering some relief to me on my mortgage. My Principle payment and interest currently is {$510.00} plus property taxes and home owners insurance. What are the basis or numbers for the denial of my modification if I am applying for a FLEX Loan modification, which I was told is a streamline modification. Also what is the loan amortization?
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A