Date Received: 2021-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX to Mr. Cooper for servicing starting in XXXX of XXXX. Since Mr. Cooper has been in charge of the servicing I have had a problem with the payment being {$47.00} higher than it should be due to Property Tax. There was an escrow shortage in the amount of {$570.00} for prior year, and I had option of paying this in full or spreading out over payment. I called Mr. Cooper and informed I would be sending this paying in full. I did this on XX/XX/XXXX. The payment was applied as partial mortgage payment. I called and got the payment correctly applied. My mortgage payment should been {$2400.00} with the applied escrow payment. I sent {$2500.00} payment XX/XX/XXXX, for XX/XX/XXXX payment, because my statement for that month did not reflect the escrow payment, so loan payment was {$2300.00}. I had additional conversations with Mr. Cooper because XXXX statement sill reflected a payment {$47.00} higher than it should be due to the escrow payment referenced above. All Mr. Cooper associates identified that the escrow payment was posted but the payment was not adjusted by the PPT team and they would resolve. On XX/XX/XXXX I sent XXXX payment in the amount of {$2400.00} because at that time the payment was still reflecting higher. At this time, I contacted Mr. Cooper and was put in contact with XXXX in the escalation department and advised would get issue resolved. In the meantime, I made my XX/XX/XXXX payment on XX/XX/XXXX in the amount of {$2300.00}, paying an invoice that indicated I owed $ {$2300.00}. At this time because I qualified to have Mortgage Protection Insurance removed from my loan, the payment should have been {$2200.00}. This reflects the {$2400.00} payment - {$160.00} MPI amount. Mr. Cooper acknowledged this amount. On XX/XX/XXXX at XXXX XXXX, I had a collection call from Mr. Cooper for my XXXX payment. Please note I have sent more than the required amount every month since they took the loan over. I contacted Mr. Cooper and spoke with XXXX who stated payment was applied incorrectly but even when she moved the money that there was over {$100.00} shortage. I asked her how this could be possible when I sent more than the required every month since they took the loan over and she could not answer the question. This is completely unacceptable. I was informed the only way to remove them as service provider was to refinance home, but then there is no guarantee that this company would not wind up being the service provider at some point. Since XXXX when Mr. Cooper took over this loan, I have spoken to the following associates at Mr. Cooper and the problem has only gotten worse because now I have paid more than I owe monthly and I am in collection status. XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. I have truly tried to resolve this issue and Mr. Cooper seems incapable of effectively servicing this mortgage. I need help.
Company Response:
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made a payment of {$680.00} for regular full XX/XX/2021 payment and an additional principle payment of {$8000.00}. They went ahead and allocated the payments incorrectly and not even close to how I directed them, this is fraud and a scam. They put the balance in unapplied funds account and paid 2 months of mortgage payments. Why?? I called them 2 days ago after discovering the error and was told it would be corrected. It is not corrected. I have to now call these XXXX again. They are stealing my time. These people are scammers, thieves and incompetent. You cant even make a simple mortgage payment online and make an additional payment and the system allocates the money as they want. Not as the customer directs. I made other similar payments this year and the payments were allocated properly. Prior to this year, while checking the box to make an additional payment, they also pulled this same scam.
Company Response:
State: IL
Zip: 60646
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: In summary, my loan was paid off to the previous lender, but the new lender still demands a monthly payment. The new lender threatened to report a negative record to my credit report. I have to make payment to a closed loan to avoid bad credit impact. DETAIL BELOW, The loan was transferred from XXXX XXXX XXXX XXXX to Mr. Cooper at sometime in XXXX or XX/XX/2021. The loan transfer effective date in XXXX XXXX XXXX XXXX 's statement is XX/XX/2021. The loan transfer effective date in Mr. Cooper 's statement is XX/XX/2021. This is very confusing, please see attachments for detail. The loan was paid off on XX/XX/2021. The fund was sent to The XXXX XXXX XXXX See attachment for transaction detail and full reconveyance letter from the money source for lien release. Currently, I have no loan outstanding with the money source or Mr cooper. I should pay nothing to Mr. Cooper. Mr Cooper refused to admit the fact and asked me to make the payment. I contacted Mr Cooper weekly or even twice a week since XX/XX/XXXX and they always told me to wait patiently until the loan is near 60 days after the transfer, which is XX/XX/XXXX. Mr Cooper doesn't actively contact the XXXX XXXX and refuses to further help me on this matter. Now, it is near the 60 days past the transfer date based on Mr. Cooper 's record. The Mr. Cooper threatens to report past due and I have to pay the {$6300.00} to avoid negative credit impact. I also contacted The XXXX XXXX on XX/XX/XXXX, they promised to solve the case before XX/XX/XXXX, but an agent called me on XX/XX/XXXX and still couldn't tell me why the case is not solved.
Company Response:
State: CA
Zip: 94085
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was given a Line Of Credit through XXXX XXXX XXXX on XX/XX/XXXX after trying to consolidate my bills with them. I am an elderly woman XXXX years old and I guess I didn't understand what happened. My home was paid for by my son before receiving the card they gave me for {$50000.00}. XXXX XXXX XXXX used my home as collateral, which I didn't want to do, but they said I had to for the consolidation to take place. I used about {$7000.00} off the card and paid minimum payments, but never missed a payment. It is still showing from an online statement I had my friend print out on XX/XX/XXXX as having a balance of {$5600.00}. After a few months I started getting letters to foreclose if the balance wasn't paid in full. I learned they had put my house in the newspaper from my son who was told by a friend and he moved back home with me to see what was going on. XXXX XXXX XXXX sold my account to Nationstar. My son helped me file Bankruptcy sometime around XX/XX/XXXX I believe, and paid them out of his pocket.The attorney XXXX XXXX in XXXX handled it. It took five years to pay what I thought was for my creditors consolidation, and to stop foreclosure caused by not paying the full balance every month on the card which I only used {$7000.00} or less, but because it was my house used as collateral, they found an easy way to foreclose on it. I didn't understand at the time if I only made minimum payments, they could default the loan and request full payment or put the house in foreclosure. I received the final cure payment notice on XX/XX/XXXX. My son helped me pay {$1100.00} a month for five years and now I have a paid in full statement from Nationstar. As soon as I thought it was over, around XX/XX/XXXX, Mr. Cooper started sending me a statement for over {$19000.00} threatening foreclosure and Specialized Servicing for over {$5000.00}. XXXX XXXX XXXX sold servicing to them in XXXX. It's very confusing because I remember receiving statements from Mr. Cooper back in XX/XX/XXXX labeled Mortgage payoff statement and the payment due date was XX/XX/XXXX. The total amount to pay the loan in full then thru XX/XX/XXXX was {$33000.00}. I never had creditors that were even close to that kind of money put together. How did that type of money come about. My home was paid for during my son 's last two years of Military service, so there was no Mortgage payments. All I should have had to pay was for the line of credit full amount of a little over {$7000.00} plus interest, my creditors consolidation which I asked XXXX XXXX XXXX to handle for me, for which I was given the {$50000.00} card that came in the mail, and the servicing of the account. Where did {$66000.00} come from because that's what we have ended up paying and they're still threatening us to pay more from these two companies. For What! I have had a XXXX in the past and all this is stressing me out and I don't want to have another. I get {$700.00} a month. If it weren't for my son, I couldn't do it. Why am I still paying these people for a mortgage that never was, only as collateral, and servicing when the account is paid in full. I don't understand a lot, and my friend is helping me contact you. She has been a blessing to me. She found online about the lawsuits against Nationstar/Mr. Cooper and said it sounds like fraud. I don't even know how I was even charged over {$66000.00} and they are still threatening to take my house. My son just sent Mr. Cooper more money last month and this month to prevent that from happening because we don't know what to do. We can't keep paying these people and we shouldn't owe anything at all. There is no account to be serviced, it is paid in full, so what are they servicing. They had been paying Hazard Insurance and taxes, which I understand, and I see where they paid Flood Insurance, but my son just took out a Flood Insurance Policy also. Nationstar is the same as Mr. Cooper, so how can they collect in both names. I can't seem to get an understanding from them. I took the statement from Mr. Cooper to XXXX XXXX the Bankruptcy Attorney who handled my payments to Nationstar sometime in XXXX, and she told me if I get any more tear them up because I am paid in full. I'm afraid to not pay due to the foreclosure threats. My son sent a payment in both XXXX and XXXX I think it was. {$1500.00} one payment and about {$1000.00} I believe before that.. You will be corresponding with me through my friend who has a computer and is very knowledgeable. I feel we have been frauded out of a lot of money. They keep sending them and threatening foreclosure. What can I do. It's getting unbearable. I haven't had a day of peace since I received my paid in full statement from Nationstar. I had my friend help me send a message online to Mr. Cooper and as of XX/XX/XXXX I believe, but have no response. I received a call from a gentleman yesterday who said he was from Mr. Cooper and he would be calling me today XX/XX/XXXX and putting my son and I on a three way with my friend who helps me to explain and answer any questions. Noone called yet.
Company Response:
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The loan was transferred from XXXX XXXX XXXX XXXX to Mr. Cooper at sometime in XXXX or XX/XX/2021. The loan transfer effective date in XXXX XXXX XXXX XXXX 's statement is XX/XX/2021. The loan transfer effective date in Mr. Cooper 's statement is XX/XX/2021. This is very confusing, please see attachments for detail. The loan was paid off on XX/XX/2021. The fund was sent to The XXXX XXXX XXXX See attachment for transaction detail and full reconveyance letter from the money source for lien release. Currently, I have no loan outstanding with XXXX XXXX XXXX and Mr cooper and I should pay nothing to Mr cooper. Mr Cooper refused to admit the fact and asked me to make the payment until today XXXX XX/XX/XXXX XXXX. I contacted Mr Cooper weekly or even twice a week since XX/XX/XXXX and they always told me to wait patiently until the loan is near 60 days after the transfer. Mr cooper doesn't actively contact XXXX XXXX XXXX and refuses to further help me on this matter. Now, it is near the 60 days past the transfer date based on Mr. Cooper 's record, I request an immediate resolution.
Company Response:
State: CA
Zip: 94085
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Originating lender has XXXX lien on XXXX stock shares after being paid in full. Requested lien release ( XXXX Termination ) XX/XX/XXXX from originating lender. Response from originating lender was that loan was transferred to another lender on XX/XX/XXXX - blocking borrower ability to refinance.
Company Response:
State: NY
Zip: 10598
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 we sent a payment of {$1200.00} towards our required {$620.00} mortgage payment. This payment was divided by the mortgage company into two mortgage payments for XX/XX/XXXX & XX/XX/XXXX therefore being short {$42.00}. I called Mr. Cooper to find out why this payment had been split to find out that they were not aware that his had happened and it would not happen again. On XX/XX/2021 we received a corrected mortgage loan statement designating the monies to their proper place. On XX/XX/2021 we received a mortgage loan statement that has repeated the same as the XX/XX/XXXX statement, dividing it into two separate payments and not applying the additional monies towards the principle. The loan number and mortgage provider are in the attachments.
Company Response:
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: It is insane I get multiple calls and no voice mail. Called the number and the recording stated Mr Cooper debt collection call, please hold for next available person. Here is the kicker, my mortgage is not late until the XXXX of the month! Today is only the XXXX. The Mr Cooper person told me they are allowed to start debt collection calls beginning on the XXXX day of the month. I told them there is no debt to collect until the payment is late which would be the XXXX of the month and today is only the XXXX.
Company Response:
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am desparate for help and am otherwise powerless to get credit for a {$1600.00} payment to Nationstar/Mr. Cooper debited from my XXXX on XX/XX/2021 via an ACH transfer. Nationstar/Mr. Cooper will not take action to either refund or credit my account for the {$1600.00} that they received on XX/XX/2021 despite numerous responses to their request for the federal ACH trace number. XXXX XXXX has provided Nationstar/Mr. Cooper the ACH trace number- # XXXX four times. I have had four phone separate three way calls between XXXX and Nationstar. Can you please intervene? I do not know what to do. Additionally, it is incongruous that my account was debited for the {$1600.00} and also for another {$290.00} that I sent to this financial institution via XXXX through ACH on the same day at the time to the same address-neither remittance had an account number and Nationstar/Mr. Cooper returned the {$290.00} but will not return or credit the {$1600.00} it received via the same delivery on the same day. The {$290.00} refund proves that Nationstar received the ACH transfers on XX/XX/2021 from my XXXX account. Also, XXXX not only sent confirmation of payment to Nationstar at their designated mail depot, but to these two specific Nationstar agents XXXX and XXXX on XX/XX/2021. I also communicated with these agents stating that I was at the XXXX and they provided that Nationstar had received three separate communications with the ACH trace number # XXXX legally establishing payment to Nationstar.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LOAN # XXXXXXXXXX My complaint is explained below and sent via email to XXXX on XX/XX/XXXX and I have been trying to get a loan modification approved since XX/XX/XXXX due to the pandemic. I believe Mr. Cooper to be fraudulent in the handling of my loan modification. They are supposed to be the mortgage experts, not me, but things do not add up as explained below. They used the wrong LTV and they shortened the term of my loan by 15 months stating that the payment could not be reduced and therefore I do not qualify for a loan modification. Shortening my loan term increases the payment when one adds in the forbearance amount! I never shortened the term of my loan and it is illegal for Mr. Cooper to do so. Furthermore, today I finally received the investor information that I have been requesting since XX/XX/XXXX. I have been told by Mr. Cooper associates many times that my loan is with a private investor and that I didn't meet their guidelines, yet I received the investor information and find out XXXX XXXX XXXX, NA is the investor. I don't think that BOA is a private investor but I do not know. The investor information letter also states that I must go through Mr. Cooper because they service the loan for XXXX. Furthermore, I want to know what the exact guidelines are because I have read that XXXX has either lowered the rate and extended the term or has allowed the forbearance amount to be added to the end of the loan term, none of which Mr. Cooper has been willing to do. BELOW LETTER IS WHAT WAS SENT TO MR. COOPER XX/XX/XXXX Dear XXXX XXXX, In regards to your response dated XX/XX/XXXX, the following terms were utilized during your review that resulted in a denial of a loan modification due to the pandemic : Current P & I Payment : {$1300.00} Property Value : {$710000.00} Proposed post modification Unpaid Principal Balance ( UPB ) is : {$280000.00} Forbearance Amount : {$0.00} Proposed Interest Bearing UPB : XXXX Proposed post modification interest rate : 4 % Amortization duration : 337 months ( This is false and Mr. Cooper shortened the term of my loan by 15 months. Current term is 352 months. See below and attached document. Proposed post modification P & I payment : {$1300.00} You also stated verbatim " To be eligible for this program, the proposed modified monthly P & I installment must be equal to or less than the current P & I installment of {$1300.00}. Because the LTV is less than 80 %, the account is not eligible for rate reduction or principal forbearance per program guidelines. Loan to Value ( LTV ) : $ XXXX {$710000.00} = 39.4 %. The denial is confirmed and will remain unchanged ''. My response to you in XX/XX/XXXX email to same address stated that you are incorrect with regards to the LTV. Mr. Cooper did not calculate the Combined Loan to Value Ratio ( CLTV ) and the CLTV is over 80 % and is 90.6 %. Mr. Cooper Balance : {$280000.00} XXXX XXXX 2nd Mortgage : {$360000.00} Total Debt : {$640000.00} CLTV : {$640000.00} / {$710000.00} = 90.6 % The amortization duration used to calculate the payment was shortened by Mr. Cooper by 15 months. Attached to this email is the XXXX paperwork as proof. As of XX/XX/XXXX my loan had XXXX payments left according to the HAMP modification paperwork. My loan term as of XX/XX/XXXX is 352 months, NOT 337 months. Why would Mr. Cooper shorten my loan term by 15 months? Mr. Cooper nor the investor has the right to shorten my loan term and the only way a modification would work when adding in forbearance is if either the interest rate is lowered or the loan term is extended ( not shortened ). Obviously, the proposed payment would be higher than my existing payment when the loan term is shortened and the rate has not been adjusted. Is this complete incompetence or down right fraud to misrepresent the facts? XX/XX/XXXX - XXXX payments left per XXXXe HAMP paperwork XX/XX/XXXX - XXXX payments left - XXXX payments XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX - XXXX payments left - XXXX payments XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX - XXXX payments left - XXXX payments XXXX, XXXX, XX/XX/XXXX prior to forbearance plan XX/XX/XXXX XX/XX/XXXX - XXXX payments left - made 6 payments of 50 % each of mortgage payment that were applied to XXXX, XXXX, XXXX, XXXX payments. I have yet to receive any options other than denial of modification, a short sale or deed in lieu. A refinance is not an option as I am on XXXX since XX/XX/XXXX and will not qualify with my income. I did however, supply the income of my significant other whom has been living at said property with me for 10+ years who supplements the mortgage payment and is willing to continue to do so. Mr. Cooper has had all the documents that were requested in order to submit for a loan modification since XX/XX/XXXX, however, your letter states that income is not considered as it has no impact on the proposed terms or decisions yet the terms and conditions are false. To lower my monthly payment through a loan modification, either the interest rate needs to be lowered or the term needs to be extended when adding in the additional forbearance amount. It is that simple! A modification is a farce if the rate and term remain unchanged. If you refuse to adjust the rate or the term, then it is fraudulent to state that I dont meet the guidelines because the guidelines must not exist. If they exist then I want to see a copy of the investor guidelines. We are willing to work with you and are open to options or solutions which may include a down payment in order to make the ratios work but you must be willing to adjust either the interest rate or extend the mortgage term. I have also requested from you the investor contact information including address and telephone number in my email to you on XX/XX/XXXX. You failed to give me that information and on XX/XX/XXXX, I was informed by Mr. Cooper that I had to send an email, which I did do on XX/XX/XXXX, but I have yet to receive the information on the investor. Per your email XX/XX/XXXX, you have stated that I should contact my loan officer XXXX XXXX at XXXX. When I called the number you provided there is no extension for XXXX XXXX so how do you suggest I contact him? On XX/XX/XXXX, I spoke to XXXX reiterating everything and she put a message into XXXX XXXX. On XX/XX/XXXX, I called and spoke to XXXX, and XXXX XXXX wherein I had to explain everything over and over again. On XX/XX/XXXX, XXXX XXXX called me and then said he'd call me back Monday at XXXX but I never received a call. On XX/XX/XXXX, I called and spoke to XXXX XXXX in Arizona at the escalation department because XXXX XXXX is not available. XXXX XXXX told me that they only have about an hour a day to return phone calls so how can someone speak to anyone. XXXX XXXX told me that my loan is currently being reviewed. I informed her that Mr. Cooper shortened the term of my loan and why the proposed payment didnt work and she said there is nothing she can do and I can not speak to anyone higher than her. She didn't even document in the system for someone to review. Therefore, all of the above has led to me writing my 4th email appeal to XXXX. I am certain, I am not the only one having a difficult time getting their loan modified with the XXXX I've listed above. How many other homeowners are being denied modifications? Thousands? Therefore, I am demanding an answer and for this to be resolved and corrected. I am submitting this complaint to the XXXX of which I will attach the entire copy of this email as verification and proof. I will also file a complaint with the CFPB with this additional information regarding shortening my loan term. Futhermore, Mr. Cooper just settled a class action lawsuit in XX/XX/XXXX for fraudulent activity and I'm not opposed to contacting the lawyer to start another.
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A