Date Received: 2021-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am an authorized third party, representing borrower XXXX XXXX, owners of XXXX XXXX XXXX, XXXX, Illinois XXXX. I am mediating a short sale, under the supervision of attorney XXXX XXXX, for Mr. Cooper serviced mortgage. As part of my work advocating for the XXXX family, I made Mr. Cooper aware the property was in poor condition and for best valuation data, we were requesting an interior appraisal be performed to best ascertain property value. I have made 4 requests for a copy of the valuation report : XX/XX/2021, XX/XX/2021, XX/XX/2021, XX/XX/2021, with the last 3 requests asserting Ms. XXXX 's right to the appraisal, providing a copy of the regulation to each entity - in particular ; BUREAU OF CONSUMER FINANCIAL PROTECTION 12 CFR Part 1002 [ Docket No. XXXX ] RIN XXXX Disclosure and Delivery Requirements for Copies of Appraisals and Other Written Valuations Under the Equal Credit Opportunity Act ( Regulation B. ) I pointed both Mr. Cooper and XXXX 's employees to pages 2, 23-24 and 27, which specifically address the responsibility of servicer to give loss mitigation borrowers a copy of their valuation reports. On XX/XX/2021, Mr. Coopers rep reported management decided short sales borrowers were excluded from the regulation, even though I specifically highlighted the findings on page 27 of the regulation stating otherwise. To date, I still do not have a copy of the valuation report. I believe Mr. Cooper is withholding the valuation report because they know it is a flawed report and to attempt to exhort more money from buyer at risk to Ms. XXXX family of losing a true fair market value offer for their property. XXXX This is the second time I have had to file this exact complaint against Mr. Cooper. The last ( # XXXX ) resulted in Mr. Cooper complying. Because of this fact, I am asking for more strict penalty against Mr. Cooper for their persistent disregard for the regulation.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-12
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: Mr Cooper is refusing to respect the law and give me 18 months forebeafance. They originally confirm that I had 18 months but then canceled it
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2021-08-12
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: Customer reached out to Mr. Cooper in XXXX of XXXX due to an employment change during the Covid Pandemic. The Mr. Cooper representative suggested a loan modification, so he started the process. The forbearance was from XXXX - XXXX of XXXX. He was assured on multiple occasions that the mortgage payments would not be reported as late/past due because of this process. Mr. Cooper sent closing documents on 4 separate occasions because they kept sending incorrect information. Mr . Customer was also told they could not find the documents that were sent back even though XXXX confirmed they were delivered and Mr. Cooper cancelled the modification making him start over again. Mr . Customer followed up with them on multiple occasions to have the process completed and this never happened. He finally gave up on the process after almost a full year of trying to complete it abiding by their terms. He made the following payments to catch up the payments : XX/XX/XXXX : XXXX XX/XX/XXXX : {$12000.00} XX/XX/XXXX, {$1300.00} XX/XX/XXXX, XXXX Mr . Customer 's ex-wife Customer 2, is still on the mortgage and signed all the documents Mr. Cooper requested. On XX/XX/XXXX, she received notification from XXXX that her credit score had dropped ( substantially, over 100 points ). The credit report from XXXX is now reflecting over 120 days past due with Nationstar/Mr. Cooper and a past due balance of over $ XXXX. We are asking that Mr. Cooper/Nationstar please contact all 3 credit bureaus for each of us to have these late payments corrected and the past due balance removed since this is the negligence of Mr. Cooper/Nationstar not holding up their promise. Customer 2 works in the XXXX XXXX, and this could severely impact her employment if not resolved quickly. Mr . Customer 's employment is also impacted by a negative credit score. I have copies of the payment history, along with the negative bureau report for customers if needed. Customer 2 called Mr. Cooper/Nationstar on XX/XX/XXXX and was told that loan modification negatively impact credit and no help was given even though that is not was previously disclosed at the beginning of the process.
Company Response:
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2021-08-12
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 am currently enrolled in a Covid 19 Foreberance Plan with my Mortgage Servicer Mr. Cooper. I have been under this protection since XX/XX/2020, I was current with my Mortgage prior to entering this plan. The Servicer Mr Cooper has informed me that my Investor for my loan is XXXX XXXX. Since I am coming off the Covid 19 Forberance protection at the end of this month, I contacted Mr Cooper by phone to their customer service department toward the end of XXXX to discuss the option for a Covid 19 missed payment deferal program, and that I was ready to resume my regula m onthly payment. This call resulted in the representative claiming they could not discuss my options since my plan ended at the end of XXXX. They directed me to call back after the beginning of XXXX. I called XX/XX/XXXX to set up this plan so that I may resume making my regular monthly payment as of XX/XX/XXXX, and have all missed payments defered to the end of my loan. The representative on this called refused this option which is a solution made available through the Cares Act, and has also been endorsed by Investor XXXX XXXX as a streamline solution for their loans. During this call as I asked questions, the representative claimed that I would need to fill out an application for a Loan Modification which could take more than 30 days, and refused to offer explanation as to why she refused to offer the Covid 19 Payment Deferal which I later confirmed that I was eligible for, she then disconnected the phone as I began to seek answers. When I called back the same day, I also logged into my online account and saw this rep had submitted my loan for a modification after disconnecting my call. I called back later that day questioning this. I spoke to XXXX, after reviewing my account he did verify that I was eligible for the payment deferal program and could not find reason why the previous rep would not have offered this and actually told me I was not qualified. He tried to reach the specialist group, returned to the call only to say they must have left for the day. The next day XX/XX/XXXX I requested they cancel this erroneous request for a modification and proceed with activating the Covid 19 Payment deferal Plan which would take all missed payments put the as a non interest bearing XXXX at the end of my loan. The next day I called again XX/XX/XXXX, since as XXXX promised he never called back. This time the woman customer service agent advised me that she did confirm my account was eligible to participate in the Deferal Option, in order to process this request she noted that somehow the initial application for a Modification was still active, so she needed to cancel this request in order to be able to offer the derferal option. She then made claim that it would take 3-4 days for the cancellation and for me to call back on Wednesday. I have called back numerous times, and to date today I have been getting the run around. My last call was tonight with XXXX of Mr Cooper, after reviewing my account he still could not provide the service requested and then attempted to mis direct my request again, at exactly XXXX XXXX he purposly disconnected the call. MR COOPER is engaged in deceipt, They are intentionally attempting to take advantage of the Covid 19 Forbearance exits of the clients they service. By not offering the deferal program that is offered under the cares act, and is made available by their investors. Mr Cooper is acting in their own interest. The Deferal Program takes missed payments and puts them into a non interest bearing Lein not payable until the end of the promisary note. Also by only offering a modification, this also benefits MR COOPER finacially. Since this option will also affect the clients credit report, lowering the clients credit score, which provides MR COOPER the ability to extend the terms of their loans they service at a higher interest rate, again working in their favor, which also provides MR COOPER protection against the client switching servicers since their credit will be negativly impacted, meaning loans offered by other providers will not be as beneficial to the client since the interest rate will naturally be high due to their credit reporting. Finally MR COOPER is intentially slow walking this loss mitagation process to take advantage of the Covid! 9 post forberance market to increase the interest of the clients loans they service. In all MR COOPER is intentionally neglecting their fidicuary duties to take advantage of their clients during the precarious COVID 19 Pandemic while using such tactics to make ill gotten gains at the expense of violating the rights of hundreds of thousands of consumers whos loans they purchased. I believe the CFPB should launch a full investigation of MR COOOPER.
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: ON or about the day after XXXX XX/XX/XXXX, I submitted for a loan modification to my mortgage lender Mr. Cooper. At the time I was only 2 months behind ( {$3000.00} ). In my application I was not asking for a reduction in principal, i was simply asking to have the 2 months that I was behind moved to the end of the loan. After going back and forth with the company providing all of the documentation requested some of it duplicates. After me reaching out to them on numerous occasions to get updates or to see if they needed any additional documentation, I received a letter from Mr. Cooper dated XX/XX/XXXX informing me that they have denied my modification request. Now I owe roughly {$34000.00} and they have initiated foreclosure proceedings. Just this week I received a sale date of XX/XX/XXXX. I feel like this process should not have taken 1 year and 6 months for them to make a decision. It is as if they want me to loose my home. I am hoping this complaint will shed some light on Mr. Cooper home loan company and there practices as well as help me to save my home.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I mailed a Qualified Written Request to Nationstar Mortgage LLC d/b/a Mr. Cooper ( AKA Mr. Cooper ). After waiting 3 weeks for an acknowledgement of the QWR, I called Mr. Cooper and spoke with XXXX ( Texas Call Center ). She confirmed that they received my QWR on XX/XX/2021. XXXX said that they I would receive a response no later than XX/XX/2021. To this date, I have not received a response from my mortgage servicer concerning my QWR. With my mortgage account I setup payment alerts and notifications. On XX/XX/XXXX, I scheduled an electronic payment. I received three emails indicating that my payment was accepted and posted ( XXXX & XXXX ). I received no call or email notifying me of a problem with the payment. Despite the emails stating that the payment was accepted and posted, there was actually a problem with the electronic payment. I didn't discover this problem until XX/XX/XXXX, when I was making my XXXX payment. I talked to the a representative and understood the problem. I told the agent that I was immediately going to make the payment for XXXX. I explained to the agent the issue, and false notifications I received form Mr. Cooper. I asked the agent to waive the late fees and asked if the payment wouldn't be considered late because the only communication I received from Mr. Cooper was that the payment posted. The agent understood my issue and agreed that the payment would not be considered late as long as I made a payment. She told that the returned wire fees couldnt be removed. The response was acceptable, and I ended the calling believing that my XXXX payment was not marked a late payment. On XX/XX/XXXX, I contact Mr. Cooper and discovered that my XXXX payment was still considered 30+ days late. I talked with XXXX XXXX, and explained to the agent the situation. XXXX told me that Mr. Cooper would investigate and get back to me. I asked for a time frame, and she said she couldnt say, and that I would be notified once it was complete. To this date, I never received any additional response from Mr. Cooper regarding this matter.
Company Response:
State: IL
Zip: 60654
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have three mortgages with Mr. Cooper / Nationstar. When I make my payments I mail a payment coupon and a corresponding check with the account number clearly written in the memo section of my check. I submit all three checks in the same envelope. Because Mr. Cooper / Nationstar Mortgage has such poor accounting practices they misapplied one of my mortgage payments. They credited one account twice and neglected to apply a payment to one of my other accounts. Now they are saying I am in default and have blemished my credit with multiple 30 day late payment reportings. I contacted Mr. Cooper / Nationstar Mortgage and the service representative told me I needed to submit my payments in separate envelopes in the future and there was nothing they could do about my past payments and demanded I make additional payments to bring the account current or they were going to foreclose on me. Then hung up on me.
Company Response:
State: CA
Zip: 90803
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper / Nationstar Mortgage purchased the servicing of my mortgage. My loan is impounded for Taxes and Insurance. Mr. Cooper / Nationstar failed to pay the proper amount billed by my insurance company and by the time they discovered they paid the incorrect amount my insurance was canceled. Unbeknownst to me there has been no insurance on my property for the last six weeks. Because Mr. Cooper / Nationstar has done this on several occasions before my insurance carrier has canceled me and I was forced to purchase insurance from another insurance company at a higher cost.
Company Response:
State: CA
Zip: 90803
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper / Nationstar Mortgage purchased the servicing of my mortgage. My loan is impounded for Taxes and Insurance. Mr. Cooper / Nationstar failed to pay the proper amount billed by my insurance company and by the time they discovered they paid the incorrect amount my insurance was canceled. Unbeknownst to me there has been no insurance on my property for the last six weeks. Because Mr. Cooper / Nationstar has done this on several occasions before my insurance carrier has canceled me and I was forced to purchase insurance from another insurance company at a higher cost.
Company Response:
State: CA
Zip: 90803
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper / Nationstar Mortgage purchased the servicing of my mortgage. My loan is impounded for Taxes and Insurance. Mr. Cooper / Nationstar failed to pay the proper amount billed by my insurance company and by the time they discovered they paid the incorrect amount my insurance was canceled. Unbeknownst to me there has been no insurance on my property for the last six weeks. Because Mr. Cooper / Nationstar has done this on several occasions before my insurance carrier has canceled me and I was forced to purchase insurance from another insurance company at a higher cost.
Company Response:
State: CA
Zip: 90803
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A