Date Received: 2021-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Not getting extension on forbearance and not given the opportunity to apply for a deferment payment plan Please help
Company Response:
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home was sold in a property foreclosure sale XX/XX/2017, I took legal action against XXXX Nationstar Mortgage aka Mr. Cooper for wrongful foreclosure though XXXX XXXX Circuit Court . A agreed order was enter with the court, the foreclosure for my home was rescinded. I have been making my mortgage payments to my mortgage company. I haven't received mortgage statements since the deed for my home was rescinded. I call Mr. Cooper to inquire on my mortgage several times, Customer Service informs me they can't speak with me. The reinstatement of the deed and note for my home has not been recorded with XXXX XXXX register office, Mr. Cooper has not applied my mortgage payments to the note I remit monthly. I have canceled checks reflecting my mortgage payments since I signed the agreed court order with Circuit Court. My escrow account is being assessed incorrectly, the mortgage company has included city taxes in my escrow, I don't pay city taxes. I want my escrow account to be reanalyzed and corrected. Mr. Cooper is reporting incorrect delinquent payments for my home. XXXX is also report delinquent mortgage and a foreclosure and a open balance.
Company Response:
State: TN
Zip: 38125
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the second year that Mr. Cooper has not sent my insurance company on time or the correct amount. Back in XX/XX/XXXX, my insurance was cancelled and I was not aware that I did not have any coverage until I received a check from the insurance company and called them to find out what they check was for. I was told that premium was do and they received the payment after the due date for the incorrect amount. Therefore, they cancelled my insurance. My house was not covered. Mr. Cooper fixed it and had my insurance reinstated after having me send them the check. On XX/XX/XXXX, I called Mr. Cooper to inquire why my payment went up {$200.00} a month and was told that I needed to call my insurance company on why my insurance increased. On XX/XX/XXXX, I called my insurance company and was told that my policy had been called because Mr. Cooper again did not send the payment for coverage on on time and the payment was not for the correct amount. Therefore they cancelled my coverage on XX/XX/XXXX and the payment would be mailed back to me on XX/XX/XXXX. They stated that they would not be reinstating my coverage because this was the second time that my policy had been called due to nonpayment. I called Mr. Cooper after I spoke to the insurance company on XX/XX/XXXX and after telling them what the insurance company said, they finally told me that they added coverage on my house since I did not have any. Them adding their insurance is what caused my monthly mortgage payment to increase by {$200.00}. Mr. Cooper caused the problem and now they are trying to gain for it by putting their overprice property insurance. This is fraud!!!
Company Response:
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on a refinance loan with XXXX XXXX in XX/XX/XXXX ( using XXXX XXXX as a closing company ). At the time of closing, the escrow account was set up correctly ( see attached escrow account disclosure and final closing disclosure ). As part of the closing costs, I paid the entirety of my XXXX property tax, half to be paid by the settlement agent XXXX XXXX ( see closing disclosure line F04 ) and half to be held in escrow and paid in XX/XX/XXXX ( see closing disclosure G03 ). The first payment of my semiannual property tax was paid by my prior mortgage company, as the date was so close to XX/XX/XXXX ( the due date for the first payment of the semiannual tax payment ), and XXXX XXXX promptly refunded that portion of the closing costs. In XX/XX/XXXX the loan was purchased by XXXX and the loan servicing was transferred to Mr. Cooper. At the time of transfer, Mr. Cooper incorrectly set up the escrow account as having the property tax paid annually, despite several factors to the contrary : 1 ) the escrow account was set up correctly at closing for semi-annual payment ( see attached escrow account disclosure ) ; 2 ) the closing disclosure clearly identifies the property tax as being paid semiannually ( see attached final closing disclosure line F04 ) ; 3 ) the second installment of the XXXX taxes was paid into escrow at the time of closing ( see attached final closing disclosure line G03 ) ; 4 ) if the entire property tax had been paid in one annual installment in XX/XX/XXXX, as Mr. Cooper claims they believed, then the balance in the escrow account would have exceeded that legally allowed by RESPA by {$2200.00} ( see escrow account disclosure, total annual disbursement XXXX, cushion of XXXX, lowest balance in XXXX is XXXX excess ). With the property tax incorrectly set up for annual rather than semi-annual payments from the escrow account, Mr Cooper failed to make the second payment for my XXXX property tax. After I informed them of the custodial failure in XX/XX/XXXX, they finally made the second payment in XX/XX/XXXX. This custodial failure on the part of Mr. Cooper caused my itemized deductions for XXXX to decrease by the amount of the second semiannual property tax payment ( XXXX ), which they failed to pay timely. This did not affect my federal income tax liability due to the {$10000.00} limitation on the federal deduction for state and local taxes. It did, however, increase my personal income tax liability with the State of Maryland by {$280.00} ( full details available on request ), an amount which I paid on XX/XX/XXXX when I filed my personal income taxes with the State of MD using the XXXX program. Despite several requests, Mr. Cooper has declined to reimburse me for this direct financial hardship of {$280.00} which was caused by their negligent custody of the escrow account. They have made several false claims regarding this situation, including that the error was from the prior servicer ( see escrow account disclosure clearly showing semiannual property tax payments ) and that I need " to dispute the state income tax liability with the agency, as its a state income and we do not handle that. '' They have declined to adjust my XXXX so that I could rightly claim the tax that I paid in calendar year XXXX.
Company Response:
State: MD
Zip: 20904
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was service transferred at the beginning of XXXX and this company has been misapplying payments and providing incorrect information since then. They have left overpayment amounts in suspense, and continuously told me that the issue has been corrected and that partial payments received will apply to suspense until a full payment is received and then the overpayment will apply to the principal balance and that once the payments are 1 month ahead any additional payments received in the same month will apply to principal instead of remaining in suspense. They confirmed to me that I could make these payments however I wanted though they have continually misapplied them resulting in additional calls, and them advising my account was delinquent at one point because they applied XXXX to principal when the monthly required payment is approximately XXXX per month. They are now advising us that they have a system issue and bill pay payments for the partial amount are applied to principal or suspense and the only way to make sure the payments made through bill pay apply correctly is to send for the full monthly payment at one time. This is not the case for partial payments made with then through any of the other published payment options. It also means they are not fairly applying payments according to their own written payment instructions that were sent in our welcome letter. They have advised that this doesn't really make a big difference though if they payments applied as intended it shaves approximately 11 years off of the original term of the mortgage according to their own website just by virtue of paying XXXX per month without the additional XXXX directly to principal over the course of a year, via biweekly payments. They also allow biweekly payments to be made automatically but do not allow you to set this up yourself online and it's not an available option listed. On their form it doesn't allow you flexibility or a specific start date for the payment as everything is dependent on when they receive and process the form. We have also noticed that while this welcome letter is dated XX/XX/2021, that online it shows as a statement sent XX/XX/2021, which is a 5 day difference and we do not believe this was in fact mailed timely. They are also addressing a number of correspondences to my husband instead of me when I am the primary listed and he has a separate email address that should have come over with the servicing file. We have also requested to be marked not to solicit us multiple times and this has also not been processed or honored. They also advise that the do not solicit only covers their offers of refinance not the XXXX XXXX XXXX XXXX though that is an additional product or service with a fee through a related company and therefore counts as a solicitation. Additionally they are also still sending us solicitations for refinance programs, and trying to sell us on paperless statements, we are on the National Do Not Call Registry as well. Specifically we are asserting errors under XXXX ( b ) of Failure to accept a payment that conforms to the servicer 's written requirements for the borrower to follow in making payments. Failure to apply an accepted payment to principal, interest, escrow, or other charges under the terms of the mortgage loan and applicable law. Any other error relating to the servicing of a borrower 's mortgage loan.
Company Response:
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX, I received a letter from Mr.Cooper stating my flood insurance has lapsed and I must provide flood insurance. I have flood insurance escrowed in my monthly payments and they have paid this insurance every year since they bought my loan from XXXX XXXX XXXX. PLEASE REFERENCE : XXXX cfpb complaint from me about Mr.Coopers XXXX XXXX XXXX XXXX behavior towards my situation. You folks helped me rectify that and I am thankful. NOW they are attacking me and not paying my flood insurance, I am sure forced coverage will be put on my loan shortly at an extremely inflated price. All this is because I asked for your help to save my home from foreclosure.On XX/XX/2021 I called the customer help number, the woman, XXXX, said that they had paid the flood insurance dated XX/XX/2021, and she would email me the proof. I told her I was in their website and in the escrow section and no payment s were showing to have been made. she assured me they had been made, I waited on the phone with her making small talk for XXXX minutes waiting for the email, she had to leave the call and assured me it was coming. It never came, no proof of payment.PLEASE help me get thru this, I am looking at a refi but no one will do it until I have made XXXX payments after the forbearance, I have to get thru XX/XX/2021, then I am getting away from these scoundrels!!!
Company Response:
State: TX
Zip: 778XX
Submitted Via: Web
Date Sent: 2021-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I entered into a COVID-19 forbearance agreement with my lender ( Mr. Cooper ) due to hardship experienced during the COVID-19 pandemic. I lost my job due to COVID-19 and could not afford to make payments at that time. I asked my lender repeatedly if this will have a negative affect on my credit score and they repeatedly said NO. At the end of my forbearance period, I made a FULL payment towards the loan and a few months later I sold the house and paid the mortgage in FULL. Now I am learning that the mortgage company lied to me and they DID in fact report all missed payment on my credit report. That was NOT what we agreed to at the time. I have tried to contact them but they are being unresponsive. Attached is a letter I received showing that the mortgage has been paid off in full. Mr. Cooper lied to me and this negatively affected my credit score.
Company Response:
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2021-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received 2 documents from the City of XXXX in XXXX of XXXX, claiming that property taxes were owed for my house. I looked up my address on their website and confirmed that I had unpaid property taxes and late fees. I called the city to clarify what had happened. The previous owner had qualified for a tax exemption as a long term owner occupant, that I as a new homeowner didnt qualify for, and that it looks like XXXX ( my previous mortgage servicer ) may have paid the amount the old owner would have owed in taxes in XXXX & XXXX. On XX/XX/XXXX I emailed XXXX asking them to pay my property taxes. They said they would investigate. I received a notice in XXXX that XXXX was selling my mortgage to a company called Mr. Cooper. I never received a response from XXXX relating to my taxes. So, I called XXXX customer service on XX/XX/XXXX. The customer service agent said that the issue was marked as resolved on their end. After the call on XX/XX/XXXX, I emailed XXXX again, asking them to pay my taxes and late fees. At this point there were {$300.00} in late fees. I never received any response from XXXX. My mortgage transferred to Mr. Cooper on XX/XX/XXXX. I called Mr. Cooper to notify them of the issue. The agent said there was a 7-day waiting period to setup my account, and to let them know again once my account was set up. I was told if there were any late fees, that would be billed to my previous loan servicer. On XX/XX/XXXX, I sent Mr. Cooper a message through their online Message Center, letting them know about my unpaid property taxes, and about the now {$390.00} in interest, penalties and other fees that had now accrued. On XX/XX/XXXX, I received a response from Mr. Cooper saying that they received my response on XX/XX/XXXX. On XX/XX/XXXX, Mr. Cooper paid {$3600.00} to the City of XXXX for overdue property taxes, which included late fees, when I had last checked. I did not check the balance XX/XX/XXXX, so the fees may have been higher at that point. The full amount was deducted from my escrow. I contacted Mr. Cooper on XX/XX/XXXX, letting them know that they had deducted the late fees out of my escrow, and requested they add the {$470.00} back to my escrow account. I received a response on XX/XX/XXXX, where they are claiming I told XXXX that I was tax exempt ( I am not, and would not make such a claim ), and that the exemption was removed for XXXX. They said It is the homeowners responsibility to notify your mortgage servicer of any adjustments made to your taxes, so that anything due can be paid prior to them becoming delinquent, as your mortgage servicer is not notified by your taxing authority of any adjustments. I notified XXXX as soon as I found out taxes were due. No adjustments were made to my taxes, it looks like XXXX never looked at the bill the city should have sent them in XXXX, and paid an amount that the previous owner might have owed. Then I notified Mr. Cooper the same day they would allow me to. On XX/XX/XXXX, I called Mr. Cooper, and spoke to a customer service rep. They could provide no help, but said that a supervisor would be calling me within 3 business days with more information. It is now 5 business days later, and I have not received a response.
Company Response:
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As the home market has increased significantly, I have been trying to talk to them about removing our PMI. They have continually claimed they " can not find '' or are " missing '' my original loan documents. They claim to have ordered them, but that was back in XXXX, and as of yesterday, were still claiming this, although they don't seem to have lost any of the actual loan paperwork. I have proof that we are well below the 80 % loan to value, and a representative yesterday confirmed that our loan is currently at 79.57 %, based on old appraisal numbers that are nowhere near the current value. But this company REFUSES to remove PMI. They are stating that they will not remove it until I pay them for a full appraisal, which is absolutely unacceptable. We have proof of no longer needing to pay PMI, and they are in violation of the Homeowners XXXX XXXX of 1998 by refusing to cancel the PMI. Since they verified I am below 80 %, and my loan was based on the appraisal ( albeit it low now ) that they have on file, there is NO REASON for them to force me to submit to a fully-paid appraisal. I have made repeated requests, and am only given lies and now an attempt to extort me for the cost of an appraisal. I want my PMI canceled and I believe the premiums I have paid for the past two months while they have lied to me about missing paperwork should be refunded.
Company Response:
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to contracting XXXX in XX/XX/2021, requested forbearance on mortgage from Mr. Cooper. That was granted. The forbearance timeframe was extended twice. During the time of forbearance the following occurred. Four full monthly payments were made to keep the total owed at end of forbearance manageable. Application made for loan modification one month prior to end of forbearance Spoke with agent XXXX in Texas on XX/XX/2021 requesting status of loan modification based on the fact that the website only stated no payment due amount and that account was with underwriters this had been the case for weeks. I was informed by XXXX to wait for my loan modification paperwork. XX/XX/2021 and the paperwork has not arrived. Tried to make payment online on Mr. Cooper website and the website states I can not make payment until the full outstanding account balance is paid. A total of {$19000.00} this is at the time that I am supposed to be filling out documents for a mortgage modification Spoke with agent XXXX in Arizona on XX/XX/2021 @ XXXX XXXX. At that time I was informed that I had to fill in my paperwork for loan modification online within a short timeframe. In addition she claimed that I had been denied a previous loan modification from Mr. Cooper. This is patently false. Mr. Cooper agent asked me in the past if I wanted a loan modification. I would not consent over the telephone and asked for documents to be mailed for me to look over the terms. I never agreed nor did I sign a modification aggreement. I have mailed all payments in the full amount of my monthly payment as agreed. When I printed out my payment activity, funds were applied in the amount proposed for the loan modification I never agreed to. The difference was added to unapplied funds. I have now been invoiced for the full outstanding balance after forbearance of {$19000.00} I am a senior citizen on a fixed budget that has been continually fending off this mortgage servicing company.
Company Response:
State: NJ
Zip: 07748
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A