Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This loan was discharged in Bankruptcy from mr. Copper and we have tried on several occasions to sell the home and pay off the principal balance but the bank did not want to honor the injunction agreement and has been very difficult to deal with. The principal balance is XXXX but the payoff is $ XXXX which leaves the home underwater ( the value of the home is much less than the amount the bank wants ) as it is in need of repairs badly. We have also tried to short sell the home and again numerous times they have denied us or simply ended all communication with us without any explanation. We recently requested all the original closing documents and Mers certificate from XX/XX/2006 for our review and they have emailed us a random screenshot and a newspaper listing for the auction. We have applied for another short sale 2 weeks ago and the bank is now advising that they will not allow us to short sell the home and have given no reason why. We have tried to upload the home in their system called equator and no one will correspond with us. The bank is covering up that 1. they do not have the original documents and that Mers closed this loan which means it's bifurcated. 2. They know that they are in violation of the bankruptcy injunction and want to steamroll us into foreclosure to get rid of us.
Company Response:
State: GA
Zip: 30008
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, my loan servicer was changed from the money source to Mr. Cooper and this complaint is against Nationstar Mortgage dba Mr. Cooper. XX/XX/XXXX is when my first payment was due and I promptly made a billpay payment on XX/XX/XXXX from my ally bank account to Mr. Cooper. The issue is amount is debited from my bank account but the payment is not being reflected on my mortgage account. I have provided Mr. Cooper with credit trace number of transaction, my bank account statement, bill pay account payee proof but they dont seem to care about all these and havent resolved my issue. I have even filed a dispute with my bank and they are also backup I guess and dont want to resolve the issue. I am at a loss of {$1700.00} because of this and I want you to intervene and resolve the matter for me. I read online and I learnt that mortgage companies are notorious in not reflecting correct payments especially after new servicer takes over. This needs to stop.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar/Mr Cooper has been misreporting late pays on my credit report. I filed a bankruptcy Ch. XXXX back in XXXX which was confirmed in XXXX of XXXX. In the court ordered plan Nationstar 's mortgage was re-written. Nationstar was allowed equal payments for a total of 10 years with a ballon at the end. The court order stipulated that there are no escrows. Also stipulated was that if any dispute arrises the court holds jurisdiction and the dispute would need to be settled in front of the court. I began making my payments promptly in XXXX of XXXX for the same amount for about nine years with no problems. This year Mr Cooper decided to violate the court order and escrow the account. When I continued paying the court ordered amount instead of their inflated amount they started reporting me late. I have reached out to the company many times at least 15, each time after I explain and they look at the account they are very apologetic and assure me that it will be taken care of because it is reporting in error. I have spoken to both customer service and supervisors and the Post Bankruptcy Department. Still it remains reporting late. I finally made a complaint to the credit reporting agencies, once I did that not only did they leave the late pays they added more late pays. Any help would be much appreciated.
Company Response:
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. Cooper assigned a loan specialist for me during my forbearance period. The phone lines don't allow you to enter an extension ( the letter assigning her had an extension ), faxes I sent and messages left for her all went unanswered. In XXXX, I was told if I made some payments during the forbearance period the " investor '' would reconsider my modification application. Three times it was confirmed that I had an application for modification to add the balance owed from the forbearance pending. Finally, today the lady I spoke with said " you were never eligible for a modification once they denied you in XXXX '' and the reason your application shows pending and then does not show up at all is that it is automatically declined without further notification. I was never sent a letter despite the application showing as pending and advising I would hear back within 30 days. I made up 6 months of payments during the past 4 months and paid monthly payments in reliance upon this. With Mr. Coooper, if you press 1 for COVID assistance you are automatically disconnected. I tried on 20 occasions. I spoke to someone at Mr. Coooper who acknowledged it and said, " you figured out to press 2 ''! This company has no intention of assisting people after their forbearance period. I have documented all calls and experiences.
Company Response:
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have 2 condos and we have an escrow account with our mortgage company. Recently I found out my mortgage company wrongly over deducted our escrow account to pay for 2-condo taxes in XXXX. I called the mortgage company and requested our money back on XX/XX/XXXX, and until today the mortgage company said all the numbers on its statement are true and correct, and it doesn't refund our money. Base on the statement the mortgage company had sent to me through email, in XXXX it withdrew 2 payments {$1300.00} for county tax on XX/XX/XXXX ( for XXXX XXXX ) and {$1300.00} for county tax on XX/XX/XXXX ( for XXXX XXXX ). Then 2 more payments {$2600.00} for county tax on XX/XX/XXXX ( for XXXX XXXX, full tax ) and {$2600.00} for county tax on XX/XX/XXXX ( for XXXX XXXX, full tax ). The 2 payment on XX/XX/XXXX and XX/XX/XXXX are only the correct taxes which we should pay to the XXXX county for XXXX, but the 2 other payments total {$2600.00}, both are on XX/XX/XXXX, are wrongly deducted from our account. From XXXX to present, I do many phone calls to its Service center, email its Tax department, email its Research department, but my request is not correctly answered.
Company Response:
State: WA
Zip: 98087
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage on my house which is serviced by Mr. Cooper. I sent my XXXX payment and included extra to be applied to the principal. Our payment is {$1200.00}. Every month we make a {$1300.00} payment and have {$56.00} in additional principal applied to our loan. On XX/XX/XXXX, they applied the regular payment, but only {$6.00} to additional principal. When I contacted them, they said that they applied XXXX {$25.00} Early Payoff Quote fees. I was never made aware of any prepayment fees that applied to this loan. This is unfair. Please help.
Company Response:
State: WA
Zip: 98110
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i applied for my XXXX XXXX mortgage modification. Mr. Cooper only allowed thier standard modification. I can not afford this, and i have the right to be considered for the XXXX XXXX modification.
Company Response:
State: CA
Zip: 91103
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, I got received a letter saying that I had unpaid XXXX taxes due that totaled to {$2900.00}. They had been due at the end of XXXX, but now late fees were being added on. I checked and my escrow account had plenty to cover the cost, so I emailed my mortgage company ( Mr Cooper ) and messaged them on their website. I attached the bill and asked them to pay it. They said they were " reviewing the situation '' but never actually paid the bill. I sent them repeated messages, but they would only say they were " reviewing the situation '' and never took any action. Finally I paid the bill myself, along with the {$380.00} in late fees that had piled up. I messaged them about this and asked for a refund, as they are supposed to handle these bills as part of the escrow account. They sent me yet another letter saying they were reviewing the situation and once again took no action.
Company Response:
State: TX
Zip: 77346
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'm complaining against my loan servicer Mr. Cooper. I have a conventional loan, the owner is XXXX XXXX and the note holder is Nationstar Mortgage LLC. I have been on a forbearance for the last 8 months and asked for a loan modification. The loan modification provided, which I rejected, did not modify my high interest rate instead they extended my loan to a 40 year from a 30 year reducing my payment only {$200.00} per month. According to the FHFA as of XX/XX/2021 press release " Expands Use of Interest Rate Reduction to Help Borrowers with a COVID-19 Hardship Reduce Their Monthly Mortgage Payment '', Mr. Cooper did not follow the guidelines.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
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 am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A