Date Received: 2021-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage account with Mr. Cooper. This is the 5th time I am complaining to CFPB about the same issue : 1. First, Mr. Cooper took away my online amortization schedule from my account. 2. Then I need to request and wait for days/weeks to get the wrong one. Today I chatted with XXXX who is shamelessly telling me to call Escalations. When i called escalations, the agent doesn't understand anything. Agent 's supervisor ( XXXX ) is not capable enough and she is stating that this is a recast. I explained to her and corrected her. Very inefficient company and very poor quality of work. Two of the employees of Mr Cooper live in my neighborhood. Since the pandemic, they are not doing any work. Both on H-1B visa. Mr. Cooper hires bad quality and cheap resources which impacts customers adversely.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage in XXXX of XXXX. A few months later, a new servicing company, Mr. Cooper took over my loan. Around XX/XX/XXXX, I received a notice from Mr. Cooper that they sent a check to my insurance company to cover my impound account for homeowner 's insurance. I have never had impounds and my loan papers clearly stated as much. I called them and after a very long process involving me and my insurance agent, they agreed with me. I subsequently received a letter stating that they would begin charging me {$120.00} per month to recoup the impounds if I didn't send them the money back. I obtained the money back from my insurance company and sent Mr. Cooper the {$1500.00} they originally sent " on my behalf '' along with letter referencing my account. This month, they charged me {$120.00}. I checked my bank account and they had cashed the check for {$1500.00} weeks earlier. I called Mr. Cooper and they had " accidentally '' applied the money toward my loan. They told me I should have called and checked to see if they did it correctly. I have had to spend hours on the phone trying to straighten this problem out and get my money back and they don't seem to care. They arbitrarily take money without notice and I feel they need to be looked into. Many of my friends and neighbors have loans with Mr. Cooper now and no one is happy with the company and it's " service ''.
Company Response:
State: CA
Zip: 93277
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having delays drawing on my line of credit. The last draw I have made on my line of credit was in XXXX. Since then I have not made any draws. Recently I thought to make a draw being my equity is high and interests rates are low. I noticed my reverse mortgage statement says I have no credit line so I contacted the company and requested all monthly statements for my personnel accountant. I made my first request on XX/XX/XXXX. I have made numerous phone calls and have received numerous emails, however the company keeps directing me to different Customer Service representatives and they never answer my questions directly and refuse to elaborate on the figures presented on my monthly statements. A representative even went as far as saying if I don't use my credit line I can lose its growth feature. I just want to speak with Licensed agent and they seem to be obstructing me from getting direct answers in essence delaying me from making an accurate credit line draw. My mortgage service is with Champion Mortgage and I spoke briefly with numerous agents, but have not received direct reply from XXXX XXXX or XXXX XXXX for whom I have made a partial complaint. I need the monthly statements for XXXX - XXXX to get started and then I need the full reverse mortgage FHA rules. I have not made a full complaint because they have not given me my requested records. I NEED THE RECORDS TO SUPPORT MY CLAIM, ITS BEEN TWO MONTHS NOW AND I AM STILL UNABLE TO MAKE AN ACCURATE CREDIT LINE DRAW. HUD GUARANTEES MY CREDIT LINE DRAW WITHIN 5 DAYS.
Company Response:
State: NV
Zip: 89015
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The Complaint : Mr. Cooper Loan Processor XXXX XXXX placed in writing and verified for closing costs and loan amount of $ XXXX and Loan amount of {$95000.00} then refused to honor this and came back with {$1500.00} for a closing cost which is over double the amount sending these new closing costs as justification. Then XXXX XXXX Loan Processing Team Lead used the posture and positioning of her title as a bully pulpit to force a close with the new closing cost price in attempts to white wash and explain away what Mr. Cooper 's Loan Processor XXXX XXXX placed in writing for closing costs and loan amount. In addition, my loan information was exposed to another Mr. Cooper customer named XXXX XXXX in a email concerning loan information by Mr. Cooper Loan Processor XXXX XXXX. The entire struggle and discrepancy is just about Mr. Cooper to keep Mr. Cooper 's Word. Enclosed is the loan information from Mr. Cooper Website also placed in writing by XXXX XXXX.
Company Response:
State: IA
Zip: 52722
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Last year we tried to have out house payments deferred due to us being impacted by Covid Virus. I called to have the payments deferred due to my husband hours being cut down to 25-30 hours a week, we have 6 people living in our home. Loosing that many hours, we could barely make our payments. I was told I would have to prove that we were impacted by the virus, but no one ever explained how to prove it. So, I struggled to make our house payment. They were usually late ; I have the late payments to prove that. Finally in XXXX of XXXX I made my last late payment along with my XXXX payment and got caught up and have been caught up ever since. In XXXX of XXXX with the rates being low, I started looking into refinancing our home. I was told we would have to wait till the XXXX payment fell off. So, I waited. I made my XXXX payment in XXXX a few days after making my XXXX payment. I called to check to make sure everything was good and was told they would not show my XXXX payment being paid till XXXX. For good measures I went ahead an paid my XXXX payment in XXXX Neither one of these payments are showing up on my credit report EVEN though they have been paid!!! This is not fair, nor is it right that these payments are not showing up on our reports as being paid! If you look at our credit report, Mr. Cooper shows XX/XX/XXXX as a 60 day late instead of a 30 day late. They are not reporting correctly to the bureaus. NOW my refinance is being held hostage because they will not update their files!!!
Company Response:
State: TX
Zip: 76052
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Consumer Finance Protection Bureau : This complaint is about the unfair, deceptive, and abusive practices by Mr. Cooper Mortgage Company in reporting late or missed mortgage payments for our investment rental property ( XXXX XXXX XXXX XXXX, XXXX, GA XXXX ) to credit reporting agencies. We ( XXXX XXXX XXXX, XXXX and XXXX XXXX ) are submitting this complaint on our own behalf. We live at XXXX XXXX XXXX, XXXX, FL XXXX, cell XXXX XXXX XXXX. We both are retired XXXX XXXX, veterans with XXXX years of service between us. ISSUE : Mr. Cooper reported to all credit reporting agencies ( XXXX, XXXX, XXXX, and XXXX ) that we missed mortgage payments for four ( 4 ) months in a row. As you will read in the attached Payment Analysis ( Exhibit 1 ), we have NEVER missed a mortgage payment to Mr. Cooper, nor has it EVER been late. Rather we did not realize that our escrow payment increased. Keep in mind that the escrow account is voluntary and prepaid and our money. At no time was Mr. Cooper out of pocket to pay for our property taxes or homeowner insurance. The Payment Analysis also shows that Mr. Cooper co-mingled our personal escrow funds with the funds used to pay the note owed to Mr. Cooper, then did not apply our payments to the mortgage P & I when the escrow payment was incorrect. This is not in accordance with Generally Accepted Accounting Principles. In fact Mr. Cooper used our personal escrow funds to ruin our credit. Our voluntary escrow payments were never late nor missed, just incorrect which we paid as soon as we found out about the escrow shortage. It is deceptive to report to credit reporting agencies that our mortgage payments were missed or late, when that is demonstrably not the case. BACKGROUND : We found out on XXXX XX/XX/XXXX from XXXX XXXX that our credit scores plummeted due to late or missed payments to Mr. Cooper. At the time, we were doing paperless statements as an accommodation to Mr. Cooper. Mr. Cooper did email us every month that the mortgage statements were available online. However, those emails did not alert us that there was a change in escrow payments. In fact no email was sent to us telling us there was a new document ( escrow statements ) in our online portal, not for the XX/XX/XXXX escrow statement nor the XX/XX/XXXX escrow statement, although it is their practice to send an email stating that there is a new document in our portal. As soon as we were alerted by XXXX XXXX on XXXX XXXX, we went online to the Mr. Cooper portal and found a XX/XX/XXXX escrow account statement stating that we were short by {$1300.00} ( Exhibit 2 ) which we paid immediately. We subsequently emailed Mr. Cooper on XXXX XX/XX/XXXX ( Exhibit 3 ) to confirm that we were paying the escrow shortage, requested that they remove the negative comments from our credit history, and asked what our XXXX XXXX monthly payment would be. As you can read from the attached Contact Analysis ( Exhibit 4 ), we contacted Mr. Cooper by email on XXXX XXXX, XXXX XXXX, and XXXX XXXX ( Exhibit 3 ). We received a phone call from XXXX from customer service on XXXX XXXX to ask us when we were going to pay our XXXX premium in spite of the emails we sent to Mr. Cooper asking what our XXXX payment was going to be, since we were paying our mortgage payments every month. XXXX said to send them our payment record and get them to update our credit history. The written response to our XXXX emails was finally received on XXXX XXXX saying that we will get a response within 30 business days ( Exhibit 5 ). However, we received a XXXX XXXX letter via email that stated that our payments were being placed in a holding account for unapplied funds. The letter then states that they are unable to remove the negative credit reporting that occurred as a result of the incorrect payments ( Exhibit 6 ). Reporting that our mortgage payments were late or missed as a result of Mr. Coopers own bookkeeping practices ( including the co-mingling of funds ) is deceptive and misleading. However, on XXXX XX/XX/XXXX, Mr. Cooper sent us a letter stating that they submitted an update to the credit reporting agencies with instructions to remove the negative credit information reported for the months of XXXX and XX/XX/XXXX and to allow the agencies five ( 5 ) days to complete the update ( Exhibit 7 ). A subsequent letter dated XXXX XXXX further supports their contention that they submitted instructions to remove the delinquent reporting for the months of XXXX and XX/XX/XXXX ( Exhibit 8 ). To date not only did they not correct the XXXX and XXXX delinquencies with the credit reporting agencies, but we were told by a company ( XXXX XXXX ) while we were attempting to refinance our Florida home mortgage, that the credit reporting agencies were showing that we missed the XXXX and XX/XX/XXXX payments as well! We reported this problem to Mr. Cooper on XXXX XXXX, again on XXXX XXXX, and finally again on XXXX XXXX ( Exhibit 9 ). On XXXX XX/XX/XXXX, Mr. Cooper sent a letter stating that they would provide a response to our XXXX XXXX email within 30 business days ( Exhibit 10 )! On XXXX XX/XX/XXXX, Mr. Cooper again sent a letter stating that they would provide a response to our XXXX XX/XX/XXXX email within XXXX business days ( Exhibit 11 )! On XXXX XX/XX/XXXX, Mr. Cooper in a letter responding to our XXXX XXXX email stated that they found no errors in our credit history. They determined that a credit correction is not necessary at this time. ( Exhibit 12 ) On XXXX XXXX, we asked via email what did Mr. Cooper report for XXXX and XXXX since it was not clear whether or not they reported that we paid XXXX and XXXX payments ( Exhibit 13 ). On XXXX XXXX Mr. Cooper sent a letter stating that they would respond to our query within 30 days ( Exhibit 14 )! Thirty days to wait for a response to a pressing time-sensitive issue means that the consumer can not correct a payment problem before Mr. Cooper destroys their credit. It seems to us that Mr. Cooper has even violated the requirement to refrain from reporting missed or late payments to credit reporting agencies for sixty days when there is an open dispute. On XXXX XXXX, my husband tried to reach someone who could assist us with this issue. If you review the contact analysis from XXXX XXXX to XXXX XXXX, we called or emailed the research department or customer service 14 times in a four month period. He was finally referred to a Mr. XXXX XXXX at the Escalation Resolution Department. He sent us a Verification of Mortgage that showed that we were 60 days delinquent for XXXX XXXX, 60 days delinquent for XX/XX/XXXX, and 30 days delinquent for XX/XX/XXXX ( Exhibit 15 ). THERE WAS NO RECOGNITION THAT THEY SUPPOSEDLY INSTRUCTED THE CREDIT REPORTING AGENCIES TO REMOVE NEGATIVE COMMENTS FOR XXXX AND XX/XX/XXXX! We emailed several times, but there was no actual response to our emails ( Exhibit 16 ). If you review the Payment Analysis ( Exhibit 1 ) for XXXX for the period XX/XX/XXXX to XX/XX/XXXX, you will find that we paid the mortgage P & I payments ON TIME EVERY TIME. Mr. Cooper was never impacted by our personal voluntary escrow shortage which was brought up to date as soon as we found out it was short. Yet Mr. Cooper reports four late or missed mortgage payments to the credit reporting agencies. See the attached credit reports from XXXX and XXXX via XXXX XXXX ( Exhibits 17 and 18 ). While waiting for Mr. Cooper to let us know what our XXXX payment should be, we paid the regular monthly payment of {$2100.00} due XX/XX/XXXX cited on the XX/XX/XXXX Mortgage Loan Statement ( Exhibit 19 ), since we assumed that by paying the escrow shortage, we were caught up and the regular monthly payment would apply. How wrong we were! Notice also in the Payment XXXX ( Exhibit 1 ) that we were fraudulently forced to pay two mortgage payments in XXXX XXXX {$2100.00} on XX/XX/XXXX and {$2900.00} on XX/XX/XXXX ), to comply with the demands of the customer service people who fraudulently claimed that this would bring us current. In reality, we paid fourteen ( 14 ) mortgage payments in thirteen ( 13 ) months for a total of {$21000.00}, while Mr. Cooper claims that we paid 13 payments in 13 months for a total of {$20000.00}. As you can see from the Analysis, Mr. Coopers accounting is unfathomable. All of these calls were recorded by Mr. Cooper and should be available for your review. The last communication we had was with XXXX on XXXX XXXX in which she agreed that all the payments were received on time and was going to send this information to some department on an expedited basis. Instead we find that we are being punished for pursuing a positive resolution to this matter. IMPACT : These adverse mortgage payment comments stay on our credit history for seven ( 7 ) years and impacts our ability to get refinancing our home, to apply for a {$350000.00} construction loan to add a building to our property, and to apply for grants for our Veterans and Youth Volunteer nonprofit organization. We are in our seventies and find this situation unfair, abusive, deceptive, fraudulent, and intolerable. We have been materially damaged by Mr. Coopers intransigent attitude toward correcting our credit history by not being able to refinance or get a construction loan at the lower interest rates or at any interest rates for that matter. Further, grant funding agencies look at credit scores to determine character and right now we look like dirt balls. If our credit reports are not changed, the amount of financial damage done to us because we can not refinance at a lower interest rate nor get the construction loan we need nor qualify for grants for our nonprofit is incalculable. RELIEF SOUGHT : ( 1 ) We seek assistance from the Consumer Finance Protection Bureau to get Mr. Cooper to instruct the credit reporting agencies to remove the XXXX delinquency comments from our credit history immediately and report that we have paid all of our mortgage payments ON TIME EVERY TIME. ( 2 ) We seek to have the extra mortgage payment of {$2100.00} in XXXX returned to us, as well as the late fees. ( 3 ) A rule be implemented that mortgage companies must report as paid on time that part of a payment that covers the Principle & Interest of a note. ( 4 ) A rule be implemented that mortgage companies can not report mortgage payments as missed or late if only the voluntary escrow payment is incorrect. Respectfully submitted for resolution, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX ( XXXX. ) XXXX XXXX XXXX. XXXX, FL XXXX XXXX XXXX XXXX cell List of Exhibits : ( 1 ) Mr. Cooper Payment Analysis XXXX ( 2 ) Escrow Stmt XXXX ( 3 ) XXXX XXXX XXXX XXXX XXXX, XXXX etc. ( 4 ) Mr. Cooper Contact Analysis XXXX ( 5 ) Cooper Mortg Response XXXX ( 6 ) Cooper Mortg Response XXXX ( 7 ) Cooper Mortg Credit Report Change XXXX ( 8 ) Cooper Mortg Credit Report Change XXXX ( 9 ) XXXX URGENT_Correction Needed XXXX, XXXX, XX/XX/XXXX ( 10 ) Cooper Mortg Response XXXX ( 11 ) Cooper Mortg Response XXXX ( 12 ) Cooper Mortg Response XXXX ( 13 ) XXXX URGENT_Correction Needed XXXX ( 14 ) Cooper Mortg Response XXXX ( 15 ) Verification of Mortgage XXXX ( 16 ) XXXX to XXXX XXXX XXXX ( 17 ) XXXX XXXX Detail ( 18 ) XXXX XXXX Detail ( 19 ) XX/XX/XXXX XXXX Due XXXX
Company Response:
State: FL
Zip: 32738
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper purchased my mortgage from XXXX XXXX XXXX back on XX/XX/2019. I have made every mortgage payment in the history of my loan. No late payments no missed payments. I purchased my home for $ XXXX total. I put down XXXX bringing my starting loan balance to {$300000.00}. To date I have paid {$8700.00} towards principle. I would expect Mr Cooper to reflect my outstanding loan balance as {$300000.00} - {$8700.00} = {$290.00}, XXXX unpaid principal balance. Mr Cooper is reflecting my unpaid principal balance as {$300000.00}. This is a huge issue and I need someone in authority to correct. I have ALL my statements showing every principal payment and amount as well as my starting loan balance.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I applied for an FHA modification while completing the COVID forbearance. The evaluation process was excessive. I was approved for a modification with a trial plan, in XX/XX/XXXX. However I was informed on XX/XX/XXXX that the FHA modification eligibility waterfall was NOT used due to my recent bankruptcy. After speaking with a HUD representative on XX/XX/XXXX, I was misinformed and that filing bankruptcy does not impact borrower eligibility as it pertains to the HUD modition option approval hierarchy/waterfall. During my initial application for the modification I stated that my intent was to reduce my mortgage payment due to my COVID and medical related hardship and be considered for the combined partial claim and modification option offered by the FHA program. I am now being told that I am not eligible which is conflicting with the HUD eligibility guidelines. I believe I am a victim of unfair mortgage practice. The objective of my complaint is to be considered for the combination partial claim and modification option as per the FHA regulations. All necessary documents have been provided. The result of the recent modification did not reduce the Mortgage payment by at least 10 %. The deadline for my 1st trial is XX/XX/XXXX. During the evaluation process I filed chapter XXXX due to excessive medical expenses excludes the Mortgage.
Company Response:
State: NJ
Zip: 08060
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a loan with NATIONSTAR MORTGAGE LLC, and I have always made my payments on time. For some reason, I realized that there was a late payment on my credit report, I called NATIONSTAR MORTGAGE LLC and they said their system mistakenly put me on paperless billing, which I did not request, and it caused me late account posting error. As you can see, I have always had a stellar payment record. I tried contacting XXXX, XXXX, XXXX and NATIONSTAR MORTGAGE LLC with no successful resolution. XXXX, XXXX and XXXX reporting me having late payments. There was an error on their part. I was never late.
Company Response:
State: FL
Zip: 33165
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a home loan held by Nationstar Mortgage, LLC, dba Mr. Cooper. I sold my home on XX/XX/2021. Mr. Cooper owes me an escrow refund of between {$2700.00} and {$2800.00}. This was communicated to me by the closing attorneys. As of XX/XX/2021, I had not received a copy of my check and I called Mr. Cooper. I had been in transit and feared that the check had been lost in the mail. As such, during our phone call, I asked that they cancel and re-issue the check. The refund check indeed showed up later that day. I called them back and customer service told me that the check had already been cancelled and re-issued, but that there was a five business day approval process and that it would be re-sent to me. As of XX/XX/2021, I have had not refund check issued. I have called Mr. Cooper customer service weekly, ever since, and every time, a customer service representative tells me that they have not found evidence of the reissuance but that they or their manager will call me back. I have never received a call back. On XX/XX/2021 at XXXX XXXX EST, I called them again and spoke to a customer service agent named " XXXX '' ( spelling may be incorrect ) who told me that the check has never been reissued, but that she would properly have the check reissued and that it had to go through the five day approval process again. At this point, it has been over a month since the original reissuance request was made and it feels like I am getting the run-around. Nearly three thousand dollars of mine is being held and I very much need that money. At this point I am not sure where else to turn, but I want the company to be compelled to refund my money.
Company Response:
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A