Date Received: 2021-07-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Upon servicing transfer of the loan to Mr. Cooper, there was an escrow balance of {$1500.00} with the originator. The originator has given me assurances that {$1500.00} was transferred. However, my account at Mr. Cooper shows a balance of {$710.00} at the time of transfer, which is incorrect. The servicing transfer took place on XXXX XXXX and I have spent several hours with Mr. Cooperss customer service on the phone but to no avail.
Company Response:
State: NJ
Zip: 07090
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I refinanced my home with XXXX approx 18 months ago. XXXX transferred my mortgage to XXXX who, in turn transferred it Mr. Cooper on XX/XX/XXXX. In XXXX of XXXX, I accidentally paid my mortgage twice. I contacted XXXX and they said I could fill out the forms for a refund or when they transfer the loan to Mr. Cooper, they would tell them that my first payment was due XX/XX/XXXX. As you'll note from my emails this did not happen. In addition to the email, I have talked to someone at XXXX and Mr. Cooper over 15 times since XXXX. Each time, I would say, " I need this resolved and I'm worried that this will reflect my credit ''. I was assured it would not affect my credit while it was being investigated. Because I was being told so many different things from so many different people I decided I couldn't trust what I was being told so in XXXX, I paid the mortgage payment that I didn't owe just to prevent any future problems. I have owned my home for 30 years and have never missed a payment. I just received notice from one of my creditors last week that Mr. Cooper, had, in fact, put a derogatory " missed payment '' on my credit report. My score immediately went down over XXXX points. I have emailed Mr. Cooper and talked to a service rep. They have not returned my email and the service rep was going to talk to a supervisor and get back to me. They have responded to neither. I tried 7 on your side first and they suggested I contact you. Thank you. XXXX XXXX ( XXXX ) The Loan may be under The XXXX XXXX XXXX
Company Response:
State: CA
Zip: 95124
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Request has been made to Nationstar Mortgage Holdings Inc in XXXX of XXXX to remove Private Mortgage Insurance ( PMI ) due to 80 % loan to value being met. Nationstar refused to submit a request for an appraisal to be done due to the loan being under 2 years and no " major updates/ square footage '' being added to the the home. The home has gone through and extensive porch renovation, plumbing replacement, and complete bathroom remodel. Nationstar alleged the prior mentioned renovations are " maintenance '' and would not meet the requirements to obtain an appraisal for PMI removal. According to THE SERVICING GUIDE / Part B, Escrow, Taxes, Assessments, and Insurance / Chapter B-8, Mortgage Insurance / Section B-8.1, Conventional Mort / B-8.1-04, Termination of Conventional Mortgage Insurance obtained from the XXXX XXXX Website . We meet the following excerpt : If XXXX XXXX minimum two-year seasoning requirement is waived because the property improvements made by the borrower increased the property value, the LTV ratio must be 80 % or less. Note : The borrower must provide details to the servicer on the property improvements made since the mortgage loan 's origination. Improvements that increase value are typically renovations that substantially improve marketability and extend the useful life of the property ( e.g. kitchen and bathroom renovations and/or the addition of square footage ). Repairs that are made to keep the property maintained and fully functional are not considered improvements.
Company Response:
State: CA
Zip: 90712
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was order into mediation by the courts with Mr. Cooper XXXX Mortgage Co. ) They RECEIVED ALL DOCUMENTS that was required. The Modifications status would CHANGE or DELAY!! Every attempt to contact Mr. Cooper was meant with NO RETURN CALLS. Only to receive a letter dated XX/XX/21 That they could not completed or give me a Modifications due to paperwork was not given ON-TIME. This is BOGUS/FRAUD..
Company Response:
State: CT
Zip: 06610
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: - Mortgage loan was originally with XXXX. Extra payment was made toward principal on XX/XX/21 in the amount of {$910.00} - Servicing of mortgage loan was transferred to Nationstar Mortgage LLC d/b/a Mr. Cooper from effective XX/XX/21. At time of transfer, principal balance was {$350000.00} and escrow balance was {$2700.00}. - During transfer, some money went " missing '' and Mr. Cooper determined that the principal balance was {$350000.00} and escrow balance was {$99.00}. - I worked with Mr. Cooper and XXXX to fix the escrow problem and that has been resolved. The principal balance is still incorrect - I continued to pay my mortgage as required. However, because Mr. Cooper initially started off with the wrong balance, they applied too little to my principal and too much to my interest in XXXX and XXXX. While they now seem to be back on track, they haven't gone back and corrected those attributions, so my principal balance is higher than it should be. - I have sent documentation of proof of my final balance with XXXX to several account managers at Mr. Cooper, as well as having several phone calls and email exchanges since the mortgage was transferred. The last individual that I spoke with ( XX/XX/XXXX ) finally understood what had happened, but the problem still has not been fixed. My attempts to communicate are now being ignored.
Company Response:
State: MD
Zip: 21220
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I was charged a {$25.00} fee. Logging onto the customer account portal did not indicate the type of fee. I called customer service in XXXX and was informed it was for a expeditated payoff fee. I never ordered such a fee or was contacted to approval any fee. Customer service apologized and I was told the fee would be removed. XX/XX/XXXX, the fee was still on my account. I contacted customer service again thru a chat session ( XXXX I.D . number is XXXX ). This chat session is available. This time I was told they could not removed the fee. I asked for any proof that I approved any authorization resulting in the fee and they could not. I was told they would submit for investigation and would be notified with a week. XX/XX/XXXX, still no communication concerning the status of the fee. Another call with Mr. Cooper. This call I was told it would not be removed. I asked again for any proof or authorization by me approving this fee and again they can not provide any proof.
Company Response:
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During XXXX I fell behind on my mortgage as a result of getting XXXX and losing both my XXXX and my XXXX during XXXX. I was told I can obtain a forbearance and that my past due payments would be placed on the back of my loan. The lender was informed of my prior modifications, however, they told me I still qualified for the program. Now they are stating that I no longer qualify due to too many modifications.
Company Response:
State: NY
Zip: 11901
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I HAVE A MORTGAGE WITH MR. COOPER MORTGAGE COMPANY. DUE TO XXXX WE HAD NOT BEEN ABLE TO WORK DUE TO SICKNESS OF XXXX AND LACK OF INCOME. I APPLIED FOR PANDEMIC RELIEF TO KEEP OUR HOME. MY HUSBAND AND I HAD NOT BEEN ABLE TO MAKE ANY PAYMENTS STILL DUE TO LACK OF INCOME AND LINGERING XXXX ISSUES IN OUR BODIES. I HAVE ALWAYS KEPT UP WITH OUR ACCOUNT ( ESPECIALLY ONLINE ). I STARTED THE PANDEMIC RELIEF XX/XX/2021 WE WERE ALREADY STRUGGLING WITH PAYMENTS BEING IVE HAD AXXXX XXXX. XX/XX/2021 ; I REQUESTED A MODIFICATION TO GET OUR PAYMENTS LOWERED SEEING AHEAD AND TRYING TO STAY ONTOP OF MY MORTGAGE SITUATION AND KNOWING I WILL BE BEHIND ON PAYMENTS DUE TO THE XXXX. EACH TIME I APPLIED I ALWAYS GOT A REPONDS : Please note that we have reviewed you for options that would allow you to keep the property and for options that would mean that you would not keep the property. Although you may have requested a specific loss mitigation option, we have evaluated you for all other available options to ensure you have sufficient information to make an informed decision. Flex Modification - Declined Short Sale - Conditionally Approved Deed In Lieu - Conditionally Approved XXXX XXXX AGAIN I REAPPLY ; In response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options. RESPONSE ON We have received your request for assistance. Enclosed please find the following documents that must be completed in full and returned to us in order for us to evaluate your request. Please return the attached documents to us by XX/XX/2021. THE FORM WAS SENT AND NEVER RECIEVE! XX/XX/2021 ; Were sorry to hear about your financial hardship and hope that you and your loved ones are otherwise safe and healthy. Based on your situation, you have been approved for a Pandemic Forbearance Plan. XX/XX/2021 ; If you are having trouble making your mortgage payments, Mr. Cooper welcomes the opportunity to discuss possible alternatives that may be available to you. Call us today to learn more about your options and instructions for how to apply for assistance XX/XX/XXXX, XXXXIn response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options. XXXX XXXX ; We have reviewed your application for mortgage assistance. Please find a summary of the programs for which you were evaluated below, based on the eligibility requirements of XXXX XXXX, the owner/guarantor/trustee of your mortgage loan. XXXX XXXX requires us to review your application for the options available to you in a certain order. This means that if you are approved for an option higher in the order, you may not qualify for options that are lower down on the list. Please note that we have reviewed you for options that would allow you to keep the property and for options that would mean that you would not keep the property. Although you may have requested a specific loss mitigation option, we have evaluated you for all other available options to ensure you have sufficient information to make an informed decision. Flex Modification - Declined Short Sale - Conditionally Approved Deed In Lieu - Conditionally Approved XX/XX/2021 ; In response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options I HAVE TRIED TO WORKOUT OUT A PLAN AND WAS TOLD I WAS GIVEN A WORKOUT PLAN BEFORE PANDEMIC. THIS NOT FAIR AND I DONT WANT TO LOSE MY HOME WE HAVE NO WHERE TO LIVE. I REALLY NEED HELP TO WORKOUT A FITABLE PLAN FOR STRUGGLING FAMILIES. .
Company Response:
State: NC
Zip: 27501
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Cooper will not stop calling asking if we'd like to refinance or borrow against one of our rental properties which we have on the market for sell. They call 2 or 3 times per day and I have informed them to stop calling each time for the last week. Calls persist.
Company Response:
State: IL
Zip: 60061
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In trying to obtain a new mortgage to buy a new home/ refinance in XXXX of XXXX, my mortgage broker found discrepancies on my credit report which were made by my current mortgage company - Mr. Cooper XXXX Nationstar Mortgage. They reported that I was late on several consecutive payments while I was in an active bankruptcy between the years of XXXX through XXXX. Per bankruptcy guidelines, I was never late on these payments and should have never been reported as late since I was covered under the bankruptcy laws. I have worked very hard since my bankruptcy was completed in XXXX, to rebuild my credit with all payments on time during and after my bankruptcy. I was told to notify them in writing which I did on XX/XX/XXXX. On XX/XX/XXXX, a letter was generated that I never received stating that all corrections were made. I called back in late XXXX and requested them to e-mail me this letter since it was not received. But when I pulled my credit, I found that my mortgage company erroneously placed me in an active 5 year bankruptcy effective XXXX of this year XXXX, and havent reported me making any payments since then. This caused my credit score to drop from XXXX to XXXX with no chance of obtaining a new mortgage or any other type of financing. When I called them to report this, I was told to submit another request in writing and they tried to blame it on the credit bureaus. I called the credit bureaus and they confirmed that this was reported by my mortgage company. I submitted another request on XXXXThey said that they removed the active bankruptcy from my credit report, but have still not reported me making my mortgage payments on time since XXXX of XXXX. When I called last week, they said my file was still in the bankruptcy department and they were not finished with the corrections. Meanwhile, my credit score is still not what it was prior to all of this happening, and nobody seems to care how this has affected every aspect of my life. I still have not received an explanation as to how this could have happened. It is going on 4 months since my initial request to correct the late payments. I don't understand why my file is still in the bankruptcy department and why they have not reported my timely payments since XXXX of XXXX. I have been waiting 4 months since my initial request to make a simple correction. I can not get pre-approved for a new home or a refinance until this is all resolved. I want this resolved ASAP.
Company Response:
State: FL
Zip: 33770
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A