Date Received: 2021-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a pay off quote on XX/XX/20. They told me that I had until XX/XX/20 for {$3900.00}. On XX/XX/20 I completed a online payment of {$2700.00} and sent {$1200.00} in a cashier check. I paid the {$2700.00} online because I knew the cashier check wouldn't get there by XX/XX/20. I thought by paying the {$2700.00} first I can keep the payoff amount as quoted ( the interest would not accrued. ) I called customer service to ask if this would be an acceptable method ; he confirmed that it would be fine. They cashed the check XX/XX/20. These payments were not applied to the payoff amount ; the account is still showing unpaid principle amount of {$850.00}. I have been trying to resolve this issue since XXXX. XXXX XXXX, they told me that they can not honor the online payment as a payoff amount to the principal because it was not in the cashier check form. For the past 7 months, I have been the only one reaching out to them. I had explained to 10-15 customer service about my issue ; every single time, each one of them said that they would call me back, but none did. I feel that I had paid for amount and even proactively to sent the payment earlier so they could the money earlier. Due to technicality how the payoff payment was made, they lengthening the time of this issue to be resolve to accumulate the interest. I would appreciate any advise on how to pursue to resolve this issue.
Company Response:
State: PA
Zip: 17403
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Complaint MR. Cooper Mortgage XXXX for XXXX XXXX Refusing and denying to work towards foreclosure avoidance Payments made and went to unapplied funds and keep them there for months which caused the interest adding up on current due statement. If payment would have applied in the time receive the extra interest caused the balance to go up benefiting them. This Home Loan was sub prime from day one starting back in XX/XX/XXXX. We rented the house for two years and was offered by the owners to buy. We bought it through XXXX XXXX XXXX XXXX In One broker for mortgages companies to finance loans to sub prime home buyers who not other qualified for conventual home loans and unable to put any down payments. Thus created the housing bubble starting in XXXX and still today some of us homeowners have not gotten a resolution for the fallout of this. This is whole new complaint latter just wanted give an outline were this is headed. Starting in XX/XX/XXXX, problems came up and missed the XXXX payment. We continued to have major emergency problems that affected us making timely payments to this point. During this period, we were in continue contact with Mr. Cooper to work out solutions and payment arrangements. Having made payments towards back mortgage payments. Mr. Cooper put some of the payments I an unapplied fund and stayed there for months, thus causing higher interest cost applied on the principal and inflating the months behind on payments. We first requested forbearance in XX/XX/XXXX, Then asked for the 3 month extension in XX/XX/XXXX as allowed by U.S. Gov for XXXX XXXX backed mortgage. Before this starting in maybe in XX/XX/XXXX, we asked about repayment options. Mr. Copper stated that we used the 18 months of covid forbearance, deafferent payment, loan modification and refinancing were not an option. Back in XXXX The Courts order XXXX XXXX XXXX which also served loans for XXXX XXXX at that time to correct and modify any loans that were under fraud protection act at that time frame. Both XXXX XXXX and Mr. Cooper Claim we used the allowable modifications. The First was not requested by us thus not be in the included allowable modification as it was court order and by the way took them six months comply.
Company Response:
State: WI
Zip: 54401
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. My XX/XX/2021 mortgage statement from Mr. Cooper ( a.k.a. Nationstar Mortgage ) said I owed {$92.00} by XX/XX/2021 so I sent a check for {$92.00} with the payment stub to their address on the payment stub in City of Industry CA and they cashed my check on XX/XX/2021. 2. On XX/XX/2021, I received a high-pressure call from this guy XXXX XXXX at Mr. Cooper demanding that I pay more money for fees that I do not actually owe. I told XXXX that he could send me something in writing that states what the fees I allegedly owe are, but that I am not going to randomly succumb to his high-pressure tactics to try to get me to pay random amounts of money immediately since literally, my {$92.00} had already been cashed and it was not even due until XX/XX/2021. 3. XXXX emails me a totally unsolicited payoff quote with completely fake math that literally makes no sense whatsoever because not only were they trying to make me pay for the items that they literally had already cashed my check for, but their line items for these alleged fees that I owe were for : {$91.00} ( remaining principal that they already had in their possession because they had cashed my check the previous day ) {$0.00} ( recalculated interest on the remaining principal and they already had this in their possession as well since the check they cashed the previous day included {$0.00} for interest since the check was not actually due until XX/XX/2021 and this {$0.00} was for a shorter time since this fake payoff quote was " valid '' until XX/XX/XXXX, so the time was shorter compared to XX/XX/XXXX ) {$30.00} ( payoff quote preparation fee, which is the statutory maximum for a payoff quote fee in Californiahilarious since I did not request a payoff quote and they had literally already cashed my check for the entire remaining balance from the XX/XX/2021 statement ) {$180.00} ( county recording feemy property is located in XXXX XXXX county and I did not actually look up the county recording fee for XXXX XXXX county, but I am willing to bet this is totally wrong as well ) {$20.00} ( reconveyance preparation fee ) and the most hilarious part was that the " grand total '' they said I owed was {$220.00} for the above line items. I am not aware of any kind arithmetic ( aside from fake-Trump-math??? ) that causes the above values to come out to ( a ) a number that ends in XXXX cents ; and ( b ) a number that is LESS than the actual value of XXXX + XXXX + XXXX + XXXX + XXXX, which according to the type of arithmetic I learned in first grade actually adds up to {$320.00}. 4. On XX/XX/2021 I received in the mail a check dated XX/XX/2021 from Mr. Cooper 's XXXX account for {$92.00}. I am not stupid and I did not cash this check because obviously they are trying to trick me into accepting a " refund '' of the {$92.00} so they can then claim I did not make my very last mortgage payment that is not technically due until XX/XX/2021 and that they have ALREADY cashed my check for back on XX/XX/2021, so they can probably try to start some kind of foreclosure proceedings or at least try to extract some kind of " late '' fee. Mr. Cooper/Nationstar is VERY SHADY and these illegal shenanigans are already known to the state of California because I found these consent orders against Nationstar : https : //dfpi.ca.gov/enf-n/nationstar-mortgage-llc/ Also, I already reported this attempted fraud to the FBI and state of CA dept. of financial protection and innovation ( see https : //dfpi.ca.gov/file-a-complaint/ ), however, I am kind of worried they will try to use some kind of loophole or fake high-pressure tactic to illegally scam me out of money I do not owe in order to " save '' myself from going into foreclosure or whatever and since XX/XX/2021 is right around the corner, I am not sure what to do to protect myself from this scam since I literally have paid off the entire balance.
Company Response:
State: CA
Zip: 94040
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX we made our monthly payment by bank e-check to Mr. Cooper. XX/XX/XXXX - Looks like they haven't cashed my check that should have arrived XX/XX/XXXX. Called and spoke to " XXXX '' who said that they are now asking people to send in checks and maybe they just haven't gotten to mine yet. Made a note not to charge me a fee. XX/XX/XXXX - XXXX -They weren't able to take electronic bill pay this month so they will not be charging me a fee for late payment. XX/XX/XXXX - Followed up with a text message on their site re : XXXX Mortgage XX/XX/XXXX - Called again about mortgage and they said I should cancel with my bank and send another check. Sent check for {$3800.00}. XX/XX/XXXX - Talked to XXXX who said that they back dated the XX/XX/XXXX payment to apply to the XXXX payment that was MIA. I got an email saying that XXXX thought I was delinquent. XXXX says that I am not. I am insisting that they contact XXXX and the other credit companies to clarify. Submitted a request to the Research Team to look into any thing submitted to XXXX, will make sure that anything is redacted if necessary. 7-10 Business Days. Might take a month to see the change on the credit report. Anyone in the call center can view the case and see the status. Talked to XXXX XXXX and got her number and email. Emailed her XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX and left message XX/XX/XXXX. XX/XX/XXXX Credit data still indicates that we are delinquent on payment, reducing our credit rating by 170 points. XXXX, says XXXX nor XXXX filed a case. Says that no one talks to customers in the research department, but I can email XXXX. She is now filing a case. Will get a email notice from their research department 24-48 hours from now. Sent an email to file a complaint- XXXX as well as to the Research Department XXXX
Company Response:
State: NY
Zip: 10128
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had a very good payment record with Nationstar Mortgage, also known as Mr. Cooper, for many years. We have not had an escrow account with them since XXXX. We pay our county taxes on our own with no issues. This year, due to the Pandemic and loss of income, we were making regular monthly payments on our county taxes. When we went to make our final tax payment of {$580.00}, to our surprise we found that the mortgage company had made the payment. We had no idea they were going to do this. We contacted the mortgage company on XX/XX/XXXX by phone, in order to find out what happened and why they did this and also to reimburse them for that amount, which we did. In the phone call we were told that they had created an escrow account, because our taxes were " delinquent ''. They said they had sent us a letter regarding that, which we did not receive. We informed them that we did not want an escrow, since we hadn't had one for many years. They said it was permanent, they would not remove it and that it is for the remaining life of the loan and there was nothing we could do to change that. Our regular monthly mortgage payment has been {$470.00} for years. Now that they have opened an escrow account, our monthly mortgage payment, effective XX/XX/XXXX, will now be {$890.00}, which is basically double what we have been paying for the past 4 years. This doubled payment creates an extreme hardship that is absolutely unfair and unjust. We have been a great paying customer of theirs for many years. They have never had to intervene to pay our taxes since we removed our escrow. I would assume that some basic human decency and customer service should apply here and give us some consideration for this one time situation that occurred during a Global Pandemic. We are requesting that they remove the escrow account and restore our payment to {$470.00}, as it previously was. Thank you very much for your assistance in this matter.
Company Response:
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage company Mr. Cooper and the FHA refused to do a loan modification or partial claim due to the fact that my ex-husbands name is on the loan. I haven't seen him since XXXX, no clue where he is. I understand they have rules but I have got to believe that rules are meant to be broken or modified due to certain circumstances. I had proof that I had made all payments since XXXX. In XXXX I was out of work for 8 weeks because I'm a XXXX and business was slow when we returned. I was expected to pay the mortgage company {$8200.00} in a lump sum and pay the remainder over 3 months with my regular payments. I've lived in the house since XXXX, so I have no desire to move but the mortgage is trying to bankrupt me because of something that is out of my control. I was in a forbearance since XXXX of XXXX. If I would've known the fine print of all the rules, I wouldn't have done a forbearance at all. The forbearance did not help me at all. I also expressed my complaints to the FHA but all they said was that the mortgage company was following the rules.
Company Response:
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I've tried numerous times to have Nationstar dba Mr. Cooper mortgage company update my credit report in a timely fashion. I've had to contact them every 3 months to get them to report it on time. Its still showing the last payment as XX/XX/XXXX. I need the XXXX and XXXX payment updated. Last payment {$1400.00}.
Company Response:
State: LA
Zip: 71107
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This company is erroneously reporting late payments on my credit report I have not made a late payment, this has caused my credit score to drop 120 points which is causing harm in my life.
Company Response:
State: CA
Zip: 94547
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company failed to submit my property tax payment and I made the required payment from other funds and included {$150.00} of interest and administrative costs. I requested that the escrow account be closed and balance sent to me. I also requested the additional payment of {$150.00} charged to me because of their error. This occurred in late XX/XX/2021 and I received the escrow balance in mid XXXX. The company has yet to pay the additional fee after repeated promises that it was approved and will be processed shortly. Most recently XX/XX/XXXX they informed me that they are seeking payment from the previous service company because they were not informed of the required payment dates. In my opinion, this company should not be licensed to service mortgages to anyone. They lack any commitment or communication to their customers. Thanks
Company Response:
State: IA
Zip: 50208
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: At the end of XXXX I contacted Mr. Cooper to see what my options were for the end of my requested forbearance. I was ready to resume making payments on my home. My family, like most, has been affected by COVID-19. Reduced hours, lost jobs and death have all plagued my family over the past year. When I spoke with a Mr. Cooper loan specialist I was asked a series of questions about ending my forbearance. I was eager to get back on track with my mortgage. Over the past year I was able to pay a little bit over {$5000.00} towards the mortgage. I made payments on the following days for the following amounts : XXXX : {$200.00} XXXX XXXX : {$1800.00} XXXX : {$3000.00} When I inquired about the payments I've made, I wasn't given an explanation as to where the funds were applied. Currently, when I look under posted payments on the Mr. Cooper website all of the above mentioned payments say " unapplied funds ''. At no point during the forbearance process was I informed I would only have 3 months to repay the almost {$14000.00} past due on my mortgage. I called on XX/XX/XXXX to find out my options. I was told by an agent I would have to pay back {$3900.00} every month until XXXX. Which was totally doable. She then flipped to another screen and mentioned I had a VA loan so I only had 3 months to pay the past due back. She said because that's what the VA allows. Having only 3 months for repayment. Which meant I had to pay back {$5900.00} per month, until XXXX. I asked if there were any other options, to which I was told only a modification or the payment plan I was offered were my only options. I have called multiple times to see if there were any other options other than what I was offered. I even asked if they could stretch it out to 4 months. For which I was then told I would have to send an email to XXXX to ask for a extension longer than what I was given. Having to send an email to my loan company seems counterproductive. Each and every person I spoke with alluded to the fact that it was a long shot to get a longer than 3 month repayment schedule. It's almost as if Mr. Cooper would rather foreclose on my home then work with me. During my call today, and every other time I've called, I had to inform my loan company of the COVID-19 Veterans Assistance Partial Claim Payment Program. They didn't have a clue of what I was speaking about. I finally was able to walk the agent through on how to find the program, only for her to tell me I don't qualify. It's almost as if they don't want to help veterans keep their home. It's also extremely difficult to comprehend that there is little wiggle room in this situation. I'm ready to start paying my mortgage, but {$5900.00} seems really high for a family that is coming off of forbearance. My normal mortgage payment is around {$1400.00}. I'm beyond upset because I have asked multiple times where in the guidelines does it say I can only have 3 months for repayment. If I would have known I would have only 3 months to pay any past due, I would have attempted to resolve the issue on my own. Every single agent I spoke with prior to today, told me it was a long shot to ask for anything longer than 3 months and be approved. Just like everyone else family I've had to deal with my fair share of ups and downs. I just don't understand why it's so difficult to get a 4 month extension. It would mean the difference of me keeping my home or having to move. Thank you for your time, XXXX XXXX XXXX
Company Response:
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A