Date Received: 2021-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX charged my husbands checking account after being told he passed. They charged his account 3 times and charged me charge back fees for this. Next they never informed me that the insurance company canceled the policy instead sent emails to my dead husbands email account now they are charging me XXXX dollars for 30 days of no insurance. Finally I am trying to assume the loan and they refuse to work with my attorney or I Or give me call back to work with us to assume the loan. They told my attorney that I assume with will take 9-12 months or surrender my house immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40741
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nation Star Mortgage is showing that I had a late payment inXX/XX/XXXX. Nation Star sold my account to Mr. Cooper in XXXX and then Mr. Cooper sold my mortgage to XXXX XXXX XXXX who still owns the account. So Nation Star Mortgage should not be reporting and information on my report.
Company Response:
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I made my mortgage payment to Mr. Cooper on XX/XX/2021 for my XX/XX/XXXX payment. They did not apply that money to may account, and now they say I am a month behind. I can't refinance my home and my credit score dropped 61 points because of it. The payment schedule from their web site shows the money is in Unapplied Funds, but I can't get anyone there to see that, and to correct the issue.
Company Response:
State: OH
Zip: 438XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I contacted Mr. Cooper on XX/XX/2021 at XXXX, I spoke to a XXXX, she stated that she will file my complaint to the 'dispute ' department and that I will be receiving an email within 24 hours. No email was sent to me, therefore, on XX/XX/2021 I spoke to a XXXX and she told me that Mr. Cooper will be sending me a letter with an explanation of the dispute complaint filed. Today is XX/XX/XXXX, and I have yet to receive an email and or a letter from Mr. Cooper. In the interim, I have filed a dispute with XXXX and XXXX credit reporting agencies, of the false reporting filed by Mr. Cooper.
Company Response:
State: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a XXXX XXXX backed mortgage being serviced by Mr. Cooper. I have been on a COVID FB for the last year while also going through a separation with my partner. I called the other day to inquire about the post COVID options since I am back working. I told them I can not afford the current payment but close to it ( XXXX dollars. ) They approved a trial plan at a hirer payment amount then I am currently paying ( not due to an escrow shortage, my escrow is up to date ) without terms included. I was advised on the phone they are doing term extensions to 40 years ... why to make us pay more interest and take advantage of the situation. How am I expected to accept an offer without terms and have no idea what my payment will be at the end.I do not want a 40 year mortgage. What am I agreeing to? If I decline it I will not be eligible for a streamline post COVID mod ... this does not seem fair and I feel like I am being back in a corner.
Company Response:
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I went into a Covid forbearance program in XXXX, XXXX with Mr. Cooper for my mortgage due to a job lay off. I was told that I would be able to enter into a Covid 19 Stand Alone Partial Claim when my 6 months was complete. In XXXX of XXXX, I reached out countless times to Mr.Cooper to end forbearance and begin paying my mortgage due to getting a new job. I was told I was not eligible for the Stand Alone Partial Claim and I had to fill out paperwork for other options, which I did. I received a notice at the end of XXXX that I could only qualify for a 6 month re payment plan for my regular mortgage payment and an additional {$2000.00} per month. I told them that I couldn't afford to pay that. One of the many representatives that I spoke to on XX/XX/XXXX told me to write an appeal to the Underwriting Department as there is a waterfall effect and they would try the next possible option. I did this and did not hear back. I wrote to Mr. Cooper on XX/XX/XXXX and they did not answer my question about the appeal. I then received a collection notice for the amount due from Mr. Cooper. I next spoke to an agent for Mr. Cooper on XX/XX/XXXX to find out why I could not get the Covid 19 Stand Alone Claim and he said it was a hard " no '' from underwriting and the only choice I had was to pay the 6 months payment plan or liquidate my home. He then advised me to stay in the forbearance program for 6 more months to try and pay down the amount due. I did this as I had no other choice. I have been paying my regular mortgage and a little extra, but it will not pay down the loan. I had gotten in touch with HUD and XXXX XXXX, a Housing Program Specialist for HUD, previously and, at that time, she told me she would help me to find out why I could not do the Covid 19 Stand Alone Claim. We emailed back and forth several times and she gave me the name XXXX XXXX and that she was my loan specialist and she would get back to me. I spoke to XXXX XXXX on XX/XX/XXXX and she said I did not qualify for the Covid 19 Stand Along Claim because I was behind on my mortgage on XX/XX/XXXX. I told her that the rule was changed on Hud 's website and they took that out of the requirements. So, I am eligible because I am keeping my home and I am able to make my regular mortgage payments. She said I was wrong and she couldn't help me. I have since written a few times to XXXX XXXX with proof from the Hud website that I do qualify and she has not emailed me back. I am attaching the website that I found this information and the qualifications for your review. I have actually spoken to countless agents from Mr. Cooper and I know they have recorded the conversations with no help at all for proof of my claims. Please help me to show them that I do qualify for the Covid 19 Stand Alone Claim so that I can end this forbearance, put the amount to the end of my loan and begin making my regular mortgage payments. This has been a nightmare dealing with them and I really need some help. The HUD website is : https : //www.hud.gov/sites/dfiles/SFH/documents/Update_to_FHA_COVID_19_Loss_Mit_Policy_02-22-21.pdf The eligibility requirements begin on page 19 and were updated XX/XX/XXXX to state : ML XXXX updates the Borrower eligibility requirements removing the requirement that the Mortgage was current or less than 30 Days past due as of XX/XX/XXXX This is proof that I am eligible for the Covid 19 Stand Alone Claim at this time and I would like to handle my re payment that way. Thank you for your time and effort, XXXX XXXX
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr cooper was supposed to pay me back what I overpaid for taxes within 30 days. It has now been 90 days and they " forget to send the check '' to me. I have all written communication of them withholding {$8100.00} from me.
Company Response:
State: IL
Zip: 60540
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage loan with Mr Cooper ( close date of XX/XX/2021 ). I was told I would receive a refund check for prepaid interest within 21 days. After not receiving anything from Mr Cooper, I contacted them ( appx XX/XX/XXXX ) and was told a check has been issued on XX/XX/XXXX. After informing them that I never received the check they said they would place a stop payment on the check and issue a second check via XXXX XXXX. After not receiving the XXXX XXXX shipment I called again. Mr Cooper said they mistakenly issued the shipping tags but did not mail a check. They then asked me to send a copy of a voided check vie email ( which I did on XX/XX/XXXX ) and they would issue the funds to my bank account electronically. After not receiving the electronic delivery I called them again XXXX XX/XX/XXXX XXXX. Im getting the run around from this company over a relatively small amount of money. I find it ironic that after having a mortgage loan with them ( AND NEVER MISSING A PAYMENT OR BEING LATE ON A PAYMENT ) theyre having such a hard time paying me within the legal parameters to do so.
Company Response:
State: CA
Zip: 95037
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: From the beginning of the pandemic we asked for help. We originally had a loan modification with this company that we asked to be extended because of the pandemic. We actually got XXXX involved but they seemed not to be able to help. We were given a pandemic forebearance where we were told that either we did not have to pay anything or pay what we could. We chose the latter. It was needed because as a XXXX, my wife 's hours had been cut and as a coach and aide my season was cut out and our XXXX building was closed. With the pandemic starting to wane, my wife will be getting a raise, and my season is on and once I recover from an incident that was life threatening, I can get back in to the building. I also understand that the company in question settled a lawsuit with my state ( CONNECTICUT ) and others.
Company Response:
State: CT
Zip: 06854
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The first written communication I had from Mr. Cooper was on XX/XX/XXXX. The letter notified me that the funds were placed in an unapplied funds account. The account was to be used for placing funds that are insufficient to be applied as full payment. After checking my bank records it was clear that the funds had been removed from my account on time. I had no understanding of what happened and I had never heard from Mr. Cooper or XXXX XXXX until this time. XX/XX/XXXX I spoke with XXXX who stated that the funds were misappropriated and went to the Principal rather than the escrow deposit. He stated that as of XX/XX/XXXX the funds had gone to misapplied funds rather than principal. He was going to contact the Tax Dept and get back to me within a couple of weeks. I never heard from him again. I called XXXX XXXX or MR. Cooper every week. I do not have all phone calls documented. Each call was at least an hour and many calls were conference calls between XXXX XXXX and Mr. Cooper and often had a supervisor on the line. I would hang up after the supervisor would guarantee that everything had been handled and it would not occur again. The next month ... .money was withdrawn from my account on time and I still had late fees. At the beginning of XXXX I spoke at length with XXXX from Mr. Cooper and XXXX from XXXX XXXX XXXX XXXX XXXX who opened a research investigation. They sent me pages and pages of records ( which I had never seen before ). After feeling that they had resolved the issue they called their supervisor who promised he made all the necessary changes. The next month, the money was withdrawn from my account on time and I received late fees XXXX I spoke to XXXX who sent me to XXXX. XXXX and I spoke for 42 minutes and he sent me to XXXX XXXX at the escalation department. She promised that she set up a system to move the payments so that within three days everything would be updated. She said she would email me a letter for the credit score. She promised that she would case manage the case and everything would be taken care of. I wrote to XXXX XXXX 5 times in that this never occurred. She never responded. XX/XX/XXXX - I spoke with XXXX who promised to contact XXXX XXXX for a response. I never heard from XXXX or XXXX XXXX again XX/XX/XXXX - XXXX put me on hold for 1 hour and 14 minutes. I called back and asked for a supervisor. They connected me to XXXX. She hung up on me immediately. I never received a call back. XX/XX/XXXX - I spoke to XXXX XXXX who said that our balance was current and the problem was due to misapplied funds. She would submit a credit update and dispute request and the request would be escalated. She said that the transaction history was proof that the problem had been corrected. She said we should receive a response by XX/XX/XXXX XX/XX/XXXX - we were sent a statement stating that we had a shortage of {$5300.00}. Again In checking our bank records all monthly payments were removed on time. We were told that we had to pay this. We sent a check for {$5300.00} on XX/XX/XXXX. XXXX Following many joint calls with Mr. Cooper I received a letter from XXXX XXXX stating that my credit may have been affected due to a processing error and that they sent the loan servicer a letter requesting the waiver of any negative credit annotations/late fees. XX/XX/XXXX - MR. Cooper sent a letter stating that they reported our account accurately for XXXX and they determined a credit correction was not necessary. XXXX I received a letter from Mr. Cooper stating that they received my letter of XX/XX/XXXX and Mr. Cooper submitted XX/XX/XXXX and XX/XX/XXXX to the Credit Bureau to confirm a credit correction. How they chose those two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and must be an error. XX/XX/XXXX I received a letter from Mr. Cooper stating that they would waive a late fee in that exploring our payment history they found that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues. XX/XX/XXXX I spoke with XXXX XXXX. She said she would send dates of XX/XX/XXXX - XX/XX/XXXX to Research division and completed some forms. She said they would need XXXX business days. XX/XX/XXXX - no word from Mr. Cooper. Called XXXX. Left a message. No response. XX/XX/XXXX - I spoke with XXXX
Company Response:
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A