Date Received: 2021-07-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage company Nationstar ( Also known as Mr. Cooper ) settled with CFPB for around {$91.00} XXXX dollars this past XXXX, 2020 to resolve wrongdoing mortgage complaints against them. To date, I have not received any letters or notifications from them about the settlement even though I have written letters of complaints about them and to them in the past about unexplained and unverified penalties they have placed on my mortgage loan that I am still paying for due to their accusations of non-payment when my loan was serviced by Aurora Loan Services before they went under.
Company Response:
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has been charging me for PMI at {$58.00} per month. I requested PMI be removed SEVERAL times. I owe {$40000.00} and the home is valued at {$200000.00} per XXXX and comps in the area. I placed my request in writing to them XX/XX/2020 after several phone calls. I received a response that it would take about 6 weeks. Nothing happened. Again, I called and was told in 2-3 days ; nothing has happened. I am still be charged {$58.00} per month. Please help me get a refund and get this unlawfully charged PMI cancelled. Thank you for your assistance.
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow up to complaint XXXX, relating to and ACH failure by Mr. Cooper and their third party ACH provider beginning with the XX/XX/XXXX payment, that was closed with an unsatisfactory resolution. These issues continue today, as Mr. Cooper continues to attempt to charge me fees for an NSF that never occurred, the ACH block was their internal failure. I have had to correct my billing statement every month since the original complaint in XXXX and they have not corrected their issue. They are acting in Bad Faith and owe me for my time and effort, as well as mental stress to continually correct their mistake. I am attaching transaction history that shows that the original complaint issue is still occurring, as well as written communication from them stating that they corrected my XXXX payment, when they have not. I believe that this is a straightforward case of Fraud on the part of Mr. Cooper, as they have not corrected their issues within 3 months. I have attached the following that show Mr. Cooper has no intent to correct or adhere to lawful application of their fiduciary duty as a Mortgage Servicer : 1. Letter dated XX/XX/XXXX stating that they have corrected my payment on XX/XX/XXXX ( this is factually incorrect, as of today, XX/XX/XXXX, this payment has still not been corrected. 2. Emails between myself and XXXX XXXX that show that she told me she would correct these issues. She did not do this and has subsequently ignored my follow up emails to deal with this. 3. Transaction history dated XX/XX/XXXX detailing the repeated failures of Mr. Cooper to correct the issues related to my account that began XX/XX/XXXX. I have made over 8 phone calls to the Mr. Cooper XXXX Customer Service Line, filed a complaint with the CFPB and followed up with repeated emails to Mr. Cooper. None of these has achieved the outcome of correct application and, hopefully, punitive damages to Mr. Cooper for their pathetic oversight and adherence to the law. This has caused undue stress, aggravation and worry on my part. Your help in rectifying this is situation. Sincerely, XXXX XXXX XXXX
Company Response:
State: SC
Zip: 29205
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I, XXXX XXXX, am the primary mortgage holder/signer/payer for my mortgage with Mr.Cooper Mortgage company for my property. My loan # is XXXX. My mother, XXXX XXXX is the co-signer to this mortgage although she is not the payer, I am. My mother is not on the deed of this property but only the co-signer. She has filed bankruptcy but my mortgage is now frozen and Mr. Cooper representatives will not discuss my acct with me because the co-signer, my mother, has filed bankruptcy. I have not filed bankruptcy and I am the one who maintains the loan. Her lawyer told me this is a violation and considered " Underhanded punishment for filing bankruptcy '' and that I need to file a complaint
Company Response:
State: VA
Zip: 22401
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My Wife, and I refinanced our mortgage loan for lower interest rate with a new lender ( XXXX ) the month of XX/XX/XXXX. XXXX XXXX XXXX, XXXX finalized our refinance, and submitted the {$360000.00} wire payoff to NTNSTR/Mr. Cooper on XX/XX/XXXX ( 4 days prior to the date that our loan would be 30 days past due on XX/XX/XXXX ). I submitted a screenshot proof via the Mr. Cooper App that NTNSTR/Mr. Cooper applied the funds on XX/XX/XXXX. Unfortunately, NTNST/Mr. Cooper reported our XX/XX/XXXX Mortgage payment 30 days past due prior to closing our account which greatly negatively affected our credit history. I contacted NTNST/Mr. Cooper at XXXX ' twice stating the previous, and submitted a credit letter from XXXX XXXX XXXX XXXX XXXX with my screenshot proof of the {$360000.00} credit via the Mr. Cooper App on XX/XX/XXXX, but I never received a response from NTNST/Mr. Cooper. I disputed this matter with XXXX, XXXX, and XXXX without acceptable resolution. XXXX has reported the NTNST/Mr. Cooper account paid & closed but did not remove that 30 past due record. I request for the 30 days past-due record reported XX/XX/XXXX to be removed from all three credit bureaus.
Company Response:
State: OH
Zip: 43110
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan number is XXXX. I sold the home and it closed on XX/XX/XXXX. Payoff funding occurred on XX/XX/XXXX. As of that date there was an escrow account balance of {$1500.00} owed to me, the seller. Mr Cooper confirms this, and I have the account statement showing this escrow balance. I began contacting Mr Cooper shortly after that about the refund. I have contacted them at least 14 times by phone, each time confirming that the escrow refund is due to me, but with multiple conflicting stories of why I haven't received it. I have a detailed phone log, and all documents, to corroborate my complaint. I again contacted Mr Cooper today, XX/XX/XXXX, and am still attempting to get the refund. I still have not received my escrow refund, over eight months post closing.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, On XX/XX/XXXX an electronic payment was made to Nationstar Mortgage ( aka Mr. Cooper ) from XXXX XXXX via Bill Payer. This payment was accidently made to a paid off mortgage ( loan number XXXX ) via a Bill Payer app. The loan was fully paid off in XXXX of 2020 however the electronic payment method was still available in my banking Bill Payer app which is how the mistake was made. Since that errant payment was made to Mr. Cooper several attempts have been made to return the funds back to my XXXX checking account working with the Research Department at Mr. Cooper. The first case with Mr. Cooper was opened on XX/XX/XXXX ( case # XXXX ). In working with Mr. Cooper I was asked to provide proof of payment and a 30 day transaction log with XXXX letterhead from my checking account. All of this was provided to Mr. Cooper promptly. In addition a case was opened with XXXX ( via Bill Payer ) to verify the payment was successfully transferred from XXXX account via Bill Payer ( Bill Payer Case number is XXXX ). During a 3-way call with Mr. Cooper and Bill Payer, the proof of the transaction including transaction numbers and partial account number which matched my account was provided to Mr. Cooper. Yet, Mr. Cooper stated they have no record of the transaction even though proof of a successful transaction was provided. In fact, proof of the successful transaction was provided about 4 times on multiple calls. At this time there is still no resolution to return the funds ( {$1700.00} ) to my account. Representatives I worked with at Mr. Cooper were : XXXX XXXX - Escalation manager ( XXXX ) XXXX XXXX XXXX XXXX - Escalation manager ( XXXX ) XXXX XXXX In summary there is no resolution. Mr. Cooper has not provided any proof that the payment was returned back into my account only that they said they did not receive it. However the {$1700.00} was deducted from my account and proof that the transaction as stated earlier was successfully received. Please assist with getting this resolved as it is a very impactful amount of money to our family. Thank you XXXX XXXX XXXX
Company Response:
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinance our mortgage and it was transferred to Nationstar Mortgage d/b/a Mr. Cooper in XX/XX/2021. Real estate taxes were due XX/XX/XXXX and the company failed to pay them. We first contacted the company on XX/XX/XXXX and the matter is still not rectified. We have paid the XXXX taxes and penalties/interest and Mr. Cooper has not reimbursed us. The company is holding more than {$5500.00} in escrow. The next installment of taxes is due on XX/XX/XXXX but we have no confidence that Mr Cooper will pay them since the record on-line is still incorrect despite us providing the correct information on several occasions. Here is the sequence of problem tickets : ( Problem ticket # XXXX submitted XXXX ) Good Afternoon, our property taxes are payable every quarter and are currently in default. I called on XX/XX/XXXX and spoke with XXXX XXXX and at her request e-mailed the tax demand notice. She told me to expect that the taxes would be paid in 7-10 business days. As of today the taxes have still not been paid and we have been issued a warrant from the State for collection. This may well be impacting our credit rating and I would appreciate it being rectified immediately. Please find attached the warrant notice which outlines additional fees and interest. Thank you for your prompt attention. XXXX XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX XX/XX/2021 at XXXX PM Thank you for contacting Mr.Cooper. Since your account is escrowed, Mr. Cooper will pay your taxes in advance of the due date to ensure that your taxes are paid on time. Our records indicate that your taxes are next due on XX/XX/2021. We received your tax statement and have forwarded it to our tax department for review. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if theres anything else we can do for you. Were here to help. Sincerely, Mr. Cooper XX/XX/2021 at XXXX XXXX ( Problem ticket # XXXX submitted XXXX ) In follow-up to our conversation with XXXX yesterday we decided that since there was going to be a further delay in tax payment we would pay our outstanding taxes. We paid the taxes and additional fees/interest yesterday. Please find the original tax bill and the demand statement attached. The demand statement itemizes {$92.00} that had accrued in interest and late fees and is evidence of our payment. We would appreciate if you could add this additional information to our account so the matter can be rectified. Thanks, XXXX and XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX XX/XX/2021 at XXXX XXXX Thank you for contacting Mr. Cooper. Due to the nature of your inquiry, additional research is needed. We have forwarded your request to our research team for further review. Please allow up to 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if theres anything else we can do for you. Were here to help. Sincerely, Mr. Cooper XX/XX/2021 at XXXX XXXX Dear Valued Customer : Thank you for contacting Mr. Cooper. Please reference the attached document relating to your request received on XX/XX/2021. Should you have any additional questions regarding your account, or to view details about your loan summary and recent account activity, visit us online at mrcooper.com. To get started, click Sign In and see how easy it is to manage your mortgage online. We appreciate you bringing this matter to our attention. As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly at research.department@mrcooper.com or you can contact Customer Service at XXXX. Our hours of operation are Monday through Thursday from XXXX XXXX. to XXXX XXXX. ( CT ), Friday from XXXX XXXX. to XXXX XXXX. ( CT ) and Saturday from XXXX XXXX. to XXXX XXXX. ( CT ). Sincerely, Mr. Cooper Research and Response Department Terms of Use | Privacy | Licensing Information | CA, NV, SC & WA Residents Complaints | Update Profile This email is to keep you informed about your Mr. Cooper account, including service updates and other information about your account. Questions? Please dont respond to this email. Instead, just contact us. Nationstar Mortgage XXXX d/b/a Mr. Cooper XXXX XXXX XXXX XXXX. XXXX, TX XXXX NMLS : # XXXX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper. Mr. Cooper is a registered service mark of Nationstar Mortgage LLC. This email was sent by : Nationstar Mortgage XXXX d/b/a Mr. Cooper XXXX XXXX XXXX XXXX, XXXX, TX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only. If you are a successor in interest ( received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan ) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally. XXXX XX/XX/2021 at XXXX XXXX Read Only : You can no longer reply to this thread. ( Problem ticket # XXXX submitted XXXX ) Good Evening, today it is 8 weeks since we first brought to your attention the fact that our real estate taxes due at the beginning of XXXX, had not been paid. The matter is still not rectified. Our next tax payment of {$2300.00} will become due on XX/XX/XXXX. Please find the tax bill attached. We have not been reimbursed for the XXXX taxes, penalties and interest which we paid. Please refer to tickets # XXXX and # XXXX for details. Please confirm that Mr Cooper will be able to fulfill its obligation to pay the XXXX taxes on time. XXXX and XXXX XXXX XXXX XXXX at XXXX XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX Yesterday at XXXX XXXX XXXX Only : You can no longer reply to this thread.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MrCooper engages in misleading business processes in processing customer mortgage payments. When my mortgage was transferred to MrCooper I made my initial payment/interest payment on XX/XX/2021. MrCooper sent me a notice that I could initiate automatic loan payment procedures. I establish the automatic loan payment and MrCooper within days took another payment from my checking account. Thereby I had paid principal and interest through XX/XX/2021. On XX/XX/2021 MrCooper made another automatic payment from my checking account, effectively taking my principal and interest payment yet another month in advance through XX/XX/2021. On XX/XX/2021 I engage MrCooper support personal and asked for a resolution, stating I think it unfair that MrCooper take advance payments and hold my money for months in advance. MrCooper personal offered that they would within 24 hours apply the XXXX interest to principal, which I accepted. On XX/XX/XXXX, I used MrCooper on line chat feature and the MrCooper representative said the transaction would be applied with 24 to 48 hours of the date the request was made. On XX/XX/XXXX, I again engaged MrCooper and they said the transaction would be completed within 5 to 7 days of when I had made my initial request.
Company Response:
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. Cooper is refusing to provide me with the mortgage forbearance extension that I have requested. Mr. Cooper is refusing to communicate with me in writing. Mr. Cooper is unilaterally giving itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension. I am respectfully requesting your agencys assistance with this problem being created by mr. Cooper before time runs out and my home is forced into foreclosure as a result of mr. Cooper sitting on my forbearance extension request and not applying it before my current forbearance expires. My wife and I have a XXXX XXXX loan that is being serviced by Mr. Cooper. Our loan has been in forbearance since approximately XX/XX/XXXX. My current mortgage forbearance extension expires on XX/XX/XXXX. Under the current provisions of the CARES Act, I can apply for another 3-month forbearance extension that will continue my current forbearance plan until XX/XX/XXXX. I have been communicating with Mr. Cooper 's Corporate Counsel XXXX XXXX by e-mail for more than a year about my forbearance case. During the past year, I have received forbearance extensions by sending Mr. XXXX an email message. He would arrange to have my forbearance plan extended after receiving my email message requesting a forbearance extension. On XX/XX/XXXX, I sent Mr. XXXX an email message requesting that he extend my mortgage forbearance by 3 months so that it expires on XX/XX/XXXX instead of XX/XX/XXXX. On XX/XX/XXXX, Mr. XXXX acknowledged my extension request email and said that he would send my request to " the team that handles forbearances ''. On XX/XX/XXXX I received a letter ( see attached letter to me from mr. Cooper -- XXXX XXXX XXXX XXXX ) from XXXX XXXX a Mr. Cooper Customer Relations Specialist stating : " We have received your request to extend your Pandemic Forbearance Plan. In order to do this you must reach out to your Dedicated Loan Specialist ( XXXX XXXX XXXX ) for further assistance. On XX/XX/XXXX, we reached out to your Dedicated Loan Specialist to contact you in regards to setting up the extension. She left you a message to return her call. Please contact her directly so we can successfully set up your extension. '' On XXXX, XXXX, XXXX, after receiving Ms. XXXX letter, I sent a reply by email in which I stated : " You have received my extension request. You are required to set up said extension request without any additional conditions. Your receipt of this message constitutes my " reaching out '' to Mr. Cooper for the purpose of extending the current forbearance period until XX/XX/XXXX. '' In a separate email message to Mr. XXXX and Ms. XXXX, I also sent another email message in which I wrote : " To avoid the misunderstandings and problems associated with telephone communications, please attach a notice to this case and notify all Mr. Cooper employees or agents handing this case that all further communications from Mr. Cooper to me be made using e-mail. I will endeavor to respond to email messages received from Mr. Cooper in a timely manner. '' I do not trust Mr. Cooper and preferred to have all further communications between myself and Mr. Cooper reduced to writing so that there would be no misunderstanding or misrepresentations about what is said during any conversation between us. Instead of responding to my request to communicate with me by email in writing by having either Customer Relations Specialist XXXX XXXX or Loan Specialist XXXX XXXX XXXX send me an email message about my extension request telling me that my 3 month extension had been set up or sending me an email message containing whatever it was that Ms. XXXX had to tell me about setting up my extension, I received an email message, dated XX/XX/XXXX, about my communication requesting that Mr. Cooper communicate with me by email in writing stating that my correspondence had been received and that a response would " be provided no later than XX/XX/XXXX. XX/XX/XXXX is 16 days after my current forbearance expires. I have not received any response from Ms. XXXX or her dedicated loan specialist Ms. XXXX. I have requested that they communicate with me by email. It appears that Ms. XXXX and her associate have gone to ground because they don't wish to memorialize what they have to say in writing. I have requested a 3-month additional forbearance extension because my current mortgage forbearance ends on XX/XX/XXXX. Instead of communicating with me by e-mail writing down what they wanted to talk on the phone about and extending my mortgage forbearance by 30 days, Mr. Cooper 's XX/XX/XXXX letter to me provides I will receive a written reply no later than XX/XX/XXXX which is approximately 16 days after my current forbearance expires. This letter ( see attached letter to me from mr. Cooper - XXXX XXXX letter XXXX ) is the epitome of a dilatory tactic that violates the spirit, intent, and letter of the CARES ACT 's mortgage forbearance structure because neither Mr. Cooper 's Customer Relations Specialist XXXX XXXX nor Mr. Cooper 's Loan Specialist XXXX XXXX have communicated by email about extending my forbearance before it expires on XXXX now, Mr. Cooper sends a communication in which Mr. Cooper unilaterally gives itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension. Mr. Cooper is refusing to provide me with the mortgage forbearance extension that I have requested. Mr. Cooper is refusing to communicate with me in writing. Mr. Cooper is unilaterally giving itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension. It is quite clear that Mr. Cooper is engaging in predatory, illegal conduct by ignoring my many requests to extend my mortgage forbearance period before my current mortgage forbearance expires. In its letter to me, dated XX/XX/XXXX, Mr. Cooper stated that I must contact Dedicated Loan Specialist XXXX XXXX XXXX " directly so we can set up your extension ''. The is no email address listed for XXXX XXXX XXXX in Mr. Cooper 's XX/XX/XXXX letter where this request is made. However, the is an email address for XXXX XXXX, the person who wrote the XX/XX/XXXX letter to me in which the request to contact Ms. XXXX is made. I have sent several email messages to Ms. XXXX, Mr. COOPER 'S Customer Relations Specialist and XXXX XXXX, Mr. Cooper 's corporate counsel. Therefore, if they wanted Ms. XXXX to contact me to set up my forbearance extension, they know my e-mail address and can easily provide it to Ms. XXXX so that she can contact me by email, as I have requested. In my opinion, mr. Cooper is refusing to communicate with me by email about my forbearance and does not provide an email address for the person ( Ms. XXXX, my " Dedicated Loan Specialist '' ) they want the borrower ( me ) to contact because they have created a telephone scheme/scam to control and/or mislead the borrower into making decisions that enrich Mr. Cooper at the borrower 's expense. In my opinion, the scheme being perpetrated against borrowers, such as myself, violates the spirit, intent and letter of the CARES Act. The sketchy, highly suspect behavior being engaged in by mr. Cooper 's employees also leads me to believe that mr. Cooper is engaging in a deceptive scheme to enrich the company at the borrower 's expense. I am requesting the assistance of your agency with this matter before time runs out and my home is forced into foreclosure as a result of mr. Cooper sitting on my forbearance extension request and not applying it before my current forbearance expires.
Company Response:
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A