Date Received: 2021-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper Mortgage is claiming that they never received my payments for XXXX, XXXX, XXXX and XXXX of XX/XX/XXXX, I made the payments through online bill pay with XXXX XXXX XXXX, both XXXX XXXX XXXX an I have provided proof that the payments in question, were sent electronically and the funds were received by Mr. Cooper, however they continue to claim that they can not find said payments. It appears that since XX/XX/XXXX, when Mr. Cooper took over my Mortgage I've been using the wrong loan number, however until XXXX there was no issue the payments were being applied to my loan without a problem. also my credit rating of XXXX has now dropped to XXXX I have contacted them on numerous occasions, I've had two conference calls with XX/XX/XXXXXXXX XXXX and Mr. Cooper, provided bank statements and other documents proving that payments were sent & received, yet they still claim that they can't find the payments
Company Response:
State: RI
Zip: 02809
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Servicing of our loan was transferred to Nationstar Mortgage XXXX, dba Mr .Cooper last fall. We always pay on time, and always pay much more than the minimum. They almost always mess up the allocation of our payments, so that I have to spend hours on the phone with them getting it straightened out. This is very annoying, and suspicious, since their mistakes ALWAYS are in their favor. Recently, their screw-up in allocating our payment resulted in them reporting that we were more than 30 days late making a mortgage payment, despite the fact ( which they acknowledge ) that we have always paid on time. As a result, our perfect credit rating is ruined. I desperately want a different servicer, and I fervently would like to see this horrible company get whacked for their misbehavior.
Company Response:
State: WA
Zip: 98053
Submitted Via: Web
Date Sent: 2021-08-26
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: Dear Sir or Madam, *1. SETERUS INC NumberXXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, as wells 60 days late on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and 90 days late in XX/XX/XXXX. I immediately disputed this information with SETERUS INC and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time. XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX BCC : Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX XXXX, Iowa XXXX
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2021-08-05
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: In XX/XX/2017 my husband passed away after battling XXXX XXXX. Because of this i was unable to afford to live in my house. I contacted Mr. Cooper, my mortgage company, and told them in was interested in proceeding with a deed in lieu. I filed paperwork including financial records and a hardship letter. After numerous phone calls, all harassing, all asking the same questions, i was informed that a lien was placed on my property and a deed in lieu could not proceed until the lien was satisfied. I could not find any liens and was never allowed to proceed with the deed in lieu. The harassing phone calls continued, the late fees keep piling up and the homeowners association related to the property has attached my bank account. Recently, I hired a lawyer/ realtor to short sale the property. Mr. Cooper, without my knowledge locked me out of the house. The company they hired stole a refrigerator from the back deck and cut the copper pipe from the basement. Even with these issues we found a qualified buyer. My realtor proceeded with the short sale filed all the necessary paperwork numerous times ( we tried to go to settlement and had to change the dates 3 times ) and Mr. Cooper had no intention of letting the short sale happen. Im at the end of my rope with the deceptive tactics Mr. Cooper has used to block me getting rid of this property. I just don't understand what they have to gain by doing this to someone. I did not stand to make anything off this property I just want out I cant afford it.
Company Response:
State: PA
Zip: 19468
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Home loan/Mr Cooper ( Nationstar ) I purchased my parents home in XXXX of XXXX after they passed. My loan was taken over by Mr Cooper in XXXX of XXXX. My paperwork was being processed by the XXXX XXXX County Assessor 's office for my change of title. I qualified for parent-child transfer ( Prop 58 ) in XXXX of XXXX but my file was not complete due to the pandemic. The assessor 's office sent me a letter that I qualified for prop 58 but no one was working in the office. I was told to continue paying any tax bills because I would be reimbursed by the Assessors office eventually. This put my property into reassessment. Mr Cooper changed my loan payment from {$1300.00} to {$2700.00}. I paid this amount for 6 months. According to statements {$1500.00} was to be applied to escrow, which they did not do. The office put my escrow account into the negative {$11000.00}. I tried contacting Mr Cooper several times but no one would help. I would start working with one rep then no reply continuously. XXXX Assessors office finally did the reassessment and started sending my payments back to me. Mr Cooper finally ran an analysis but my loan payments were not being lowered so I contacted mr cooper and they said I needed to pay {$5700.00} to cover the negative balance but once they ran the analysis I would get it back. I've been trying to work with them but no response. I submitted a complaint to XXXX XXXX on XX/XX/XXXX but they said they can not audit Mr Coopers escrow because they are their own entity. MR Cooper did send me a refund for a tax payment they submitted in error. But now they are going to raise my loan payment in XX/XX/XXXX from {$130000.00} to {$1400.00}. They change my loan payments whenever. Statements sent to me show interest charged for {$4800.00} and a charge of XXXX XXXX, which last year the charge was $ XXXX.These amounts are about the total they owe me. I have been dealing with these problems for over a year. I've contacted two lawyers and they can not help.
Company Response:
State: CA
Zip: 91702
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I began the process of refinancing my home in XX/XX/XXXX. I was not able to close on the refinance until XX/XX/XXXX. I was told at the time of application that it would be 45 days to close because it was a streamline refinance. After XX/XX/XXXX I basically emailed the processor every week or 2 to find out what was going on. The answer was always 'we are still waiting '. She was hardly ever able to tell me what we were actually waiting on. Only after I called and complained to everyone that would listen did I get any results. By that point i was calling almost every day. In the beginning I was told that I could not open any new lines of credit or do anything. AFTER the complaint I was told that I could do whatever I needed to do. This was 9 months into the process. I also told that I would receive at the closing. The amount I received back was significantly less than what I was told by the processor. Bottom line, I feel like the closing was mainly delayed so I would still continue to pay at the higher interest rate.
Company Response:
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I KEEP RECEIVING MAIL FROM FHA BENEFITS, THIS LETTER IS NONSTOP ON MY MAILBOX ABOUT AVAILABLE FUNDS REPORT. I WANT TO BE REMOVED FROM THIS.
Company Response:
State: NJ
Zip: 075XX
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i payed my mortgage pymt on the XXXX like i always do and mr cooper has not credited the pymt although it has already cleared my bank
Company Response:
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i paid my XXXX pymt on XX/XX/XXXX in the amount of {$380.00} like i do every month. they have not given me credit for this payment however. check has cleared the bank. also they r showing that i have an escrow balance of $ XXXX. i dont even have an escrow account with them.
Company Response:
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I refinanced our home at the end of XXXX to get a lower interest rate. XXXX XXXX Mortgage was the bank that owned the loan after our refinance. The first mortgage payment ( after the refi ) was due on XX/XX/XXXX. I made that payment to XXXX XXXX Bank. On XX/XX/XXXX, I made the payment that was due XX/XX/XXXX. Unbeknownst to me, on XX/XX/XXXX, XXXX XXXX XXXX transferred our loan to Mr. Cooper. Mr. Cooper currently claims we are two months behind on our mortgage payments. I first became aware of the problem on XX/XX/XXXX, when I noticed my mortgage statement had a late fee on it and said we owed double our mortgage amount. I emailed Mr. Cooper immediately and called them the next day. On XX/XX/XXXX, I spoke to XXXX XXXX at Mr. Cooper. He explained that they did not have the payment from XX/XX/XXXX, and that it showed that my XXXX payment was not paid until XX/XX/XXXX. Since I made both payments before my loan was transferred, he asked that I email my bank statements proving that I paid both of those payments to XXXXXXXX XXXX XXXX. On XX/XX/XXXX, I emailed Mr. Coopers research department explaining the issue and attached my bank statements. I later received a letter in the mail stating there was no error found and the investigation was closed. I called Mr. Cooper back and explained the issue again and they said that XXXX XXXX XXXX did not transfer the XX/XX/XXXX payment and that I needed to contact XXXX XXXX Bank and ask them to transfer the money to resolve the issue. I followed up with XXXX XXXX XXXX and I was informed that Mr. Cooper was not owed the XX/XX/XXXX payment because they took over the loan less that payment. For reference, our refinance loan amount was {$370000.00} on XX/XX/XXXX we paid {$2000.00} ( {$1200.00} went to the principal and {$74000.00} went to interest ). When Mr. Cooper took over the loan, the amount was {$370000.00}. On XX/XX/XXXX, I explained all this to XXXX at Mr. Coopers Texas call center and XXXX XXXX at Mr. Coopers Arizona call center. I was asked to resend my bank statements and I also included my XXXX XXXX XXXX payment history statement. The next day, on XX/XX/XXXX, I spoke to XXXX at the Arizona call center ; he attempted to get me in contact with a manager, but I never spoke to a manager. I called back about an hour later and spoke to XXXX. XXXX seemed to understand and see the problem ; she said that it would take 5 business days or less for a resolution to be reflected on my account. On XX/XX/XXXX, I received an email from Mr. Cooper stating that I owed XXXX and XXXX payments plus late fees. I have already made both of these payments and now our credit scores are in jeopardy because of their incompetence. I called Mr. Cooper immediately after reading the email ; I spoke to XXXX in Texas. XXXX informed me that it now showed that I was behind two months of payments regardless of the fact that I have made all my payments and I have proof of all payments. XXXX said that he would send my paperwork to the research department and it would take 10 to 15 business days before it will be resolved. I have provided Mr. Cooper with my backup paperwork twice proving that we have not missed a payment. It has been over a month and the problem has gotten worse rather than better.
Company Response:
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A