Date Received: 2021-06-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Last XX/XX/XXXX when the Covid Virus hit, we learned that we could contact our servicer and ask to have our payments deferred if we were impacted by the virus. I called to asked to have our payments deferred because my husband was barely making 30 hours a week, we have 6 people in our house. We were making half of what we normally make. I was told I would have to prove we were having issues in making our payments. Sorry, I do not know how to do that, and they did not give me advise on how to prove it. So, we had to start making our house payments late. Finally in XXXX of XXXX I made my last late payment and have been caught up ever since. If they had deferred our payments like the President said we could, I could have refinanced late last year and had a good interest rate. In XXXX of XXXX I started looking into refinancing our home. Only to find out that Mr. Cooper did not report our payments correctly in XXXX. They reported it as a 60 day late instead of a 30 day late. I have been calling and calling to have them fix the issue. I finally got a hold of a manager and they put in an order to have it fixed. The kicker is it takes 30 days to get it taken care of. I also found out that they do not report our monthly payments till a MONTH later of being paid. So, if you make a XXXX payment it does not show up till XXXX. I feel my refinance is being held XXXX because NO one wants to do their job correctly.
Company Response:
State: TX
Zip: 76052
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was unable to pay my mortgage ballon payment of XXXX by XXXX to Mr Cooper. They placed me on a six month forbearance plan and told me they could extend it to twelve months if needed. They called me every month for progress and I told them I would need an additional six months. At the end of XXXX they said I would be extended and to call back XXXX XXXX and when I called, they informed me I could not. They referred me to another department that said I could get three months on a pandemic relief plan. I signed up for it on XXXX XXXX and checked on it today and there is no record of it
Company Response:
State: CT
Zip: 06360
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Re : NATIONSTARMORTGAGE/Mr. Cooper XXXX XXXX To whom it may concern : I am submitting this complaint to address the following issue : The above mentioned company submitted Incorrect Information to credit reporting agencies and failed to correct it. 1. Account Name : NATIONSTAR MORTGAGE/MrCooper XXXX : XXXX, XXXX XXXX days late. 2. Account Name : NATIONSTAR MORTGAGE/MrCooper XXXX : XXXX, XXXX XXXX days late. The information is inaccurate. Payments were posted in the timely fashion to the account on XX/XX/XXXX and XX/XX/XXXX as per NATIONSTAR MORTGAGE/MrCooper records. Under the FCRA : It is the responsibility of the mortgage services to furnish only accurate information to the Credit Reporting Agencies. It is the responsibility of the mortgage services to correct inaccurate information submitted to the Credit Reporting Agencies. It is the responsibility of the mortgage servicer to conduct proper investigation of the dispute. The information provided to the Credit Reporting Agencies should be substantiated by the records when it is furnished. Under the FCRA, both the credit reporting company and the information provider are responsible for correcting inaccurate information. It was a horrible shock for me to discover that my credit rating is damaged after having an excellent credit reputation for many years. I am experiencing considerable embarrassment having to explain to my business associates my situation with the credit rating. I am also forced to spend a considerable amount of time disputing inaccurate information and protecting my good name and reputation. I am ready to address the above matter to the Court of Law and file Defamation of Character charges against NATIONSTAR MORTGAGE/MrCooper if necessary. Section 1681o authorizes a consumer to recover actual damages sustained from the consumer reporting agency 's negligent violation of a requirement under FCRA. Actual damages include humiliation or mental distress, even if the consumer has suffered no out-of-pocket losses. ( United States Court of Appeals, Fifth Circuit, Case No. 91-7142, John STEVENSON vs. TRW, April 1, 1993. ) Feel free to contact me via XXXX. Sincerely, XXXX. XX/XX/XXXX.
Company Response:
State: FL
Zip: 32224
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: DISBURSING FUNDS FROM ACCOUNT WITHOUT MY KNOWLEDGE i COPIES OF CHECK TO SEE WHO GOT THE FOUNDS THIS A COVER-UP PLAIN AND SIMPLY
Company Response:
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We started for Forbearance process in XXXX of XXXX. Mr. Cooper did not start the process till XXXX which caused us default loan by 30 days. The era was on Mr. Cooper 's side they have repeatedly told us they would fix it and take off the 30 days late and they have not done that to date.
Company Response:
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2021-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am in the process of conducting research into the assignment of my current mortgage. In order to do so, I have received documentation from my originator that led me to Pacific Union Financial, which was bought by XXXX XXXX. I have called Mr. Cooper Customer service in an attempt to receive documentation of the mortgage 's sale to Pacific Union Financial, and any sale thereafter to XXXX XXXX. I was told that the research department did not have a direct phone line, however I should fax my request for information. The attached fax is what I had sent on approximately XXXX XXXX. I have yet to receive any contact from the research department. As this research concerns a potential foreclosure of my current mortgage, and as Pacific Union was once acting as my mortgages investor, these records are of vital importance to me, and have the potential to cause me financial hardship if not obtained. I feel it is Mr. Coopers duty as a financial institution to provide records, or at least communication to its clients, and the clients of its acquisitions in a timely manner.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My FHA mortgage has been in forebearance due to member of the household being affected by the pandemic. I have been trying to reinstate my mortgage since XX/XX/2021 with a COVID 19 no doc partial claim. Mr Cooper has refused to evaluate my FHA loan for COVID 19 loss mitigation instead insisting I apply for a regular loan modification, or regular partial claim that requires extensive documentation and waiting for an approval. I have submitted updated ML XXXX as proof I qualify for a no documentation COVID partial claim. I have stated I have the ability to resume my regular payments and I live in the home. I never applied for or was approved for a government trial payment plan. ( A TPP is not required by the cares act ) Mr Cooper is refusing to follow the laws governing The handling of FHA mortgages. As set out by the cares act and updated ML XXXX. They also seem to be engaging in punitive retribution against me for complaining, through increased aggressive collection, and inaccurate reporting of their activities.
Company Response:
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was doublecharged an appraisal fee of {$320.00} several in XXXX. I have been trying to resolve the issue since then. I was told over 45 days ago that it would be resolved within 30 days, but it has not. They said it was an issue affecting a lot of customers, so I assume that I am not the only one. I've spent over 4 hours of my time trying to resolve this with them. I am currently on the phone with them. They told me most recently on XX/XX/XXXX that it would be off when I called on Friday, but it is still there. I suspect they are defrauding every customer who has had an appraisal to remove PMI using their systems. The company is Mr. Cooper ( dba ) - their full company name is Nationstar Mortgage LLC. If there is a law firm specializing in class actions, there might be a case here, but given that it's {$320.00} for me, it doesn't make sense for me to hire an attorney for this.
Company Response:
State: TN
Zip: 37207
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on a refinance with Mr Cooper Home Loans on XX/XX/XXXX. I was told I would not have to make my XXXX payment and that my first payment with the new mortgage would be in XXXX of XXXX. They took out my XXXX payment anyways and are telling me it's because I didn't cancel autopsy despite their website telling me I didn't have to. They told me the Loan Officer should have warned me and now there is nothing they can do about it. This is causing me great financial harm and distress because I actually had that money earmarked for an earnest money deposit on a house my wife and I are trying to buy and I don't know if I can make that happen now. I don't know what else to do.
Company Response:
State: MI
Zip: 48170
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a customer of NationStar DBA Mr. Cooper for about 8 years now. I have always paid my mortgage online. On XX/XX/XXXX I made my XXXX mortgage payment online as always, but this time I accidentally scheduled it for XX/XX/XXXX. An agent from Mr. Cooper called me on or about XX/XX/XXXX to make me aware of the situation and asked me if I wanted to change it and apply the payment immediately. I said yes, of course. She even went the extra mile and said she would back date the payment to show that I had actually made my payment on the XXXX so I would not incur any late charges. I was so grateful, but little did I know it would go downhill from here. Around XX/XX/XXXX another agent called me regarding my unpaid XXXX mortgage payment. I was horrified and extremely upset. This person attempted to help, but could not figure out what was going on. She said she could see the payment pending, but did not understand why it was not applying and showing as paid for XXXX. She promised to call me back and didn't. So I began checking my account daily to see if the payment had been applied. It had not, and then the month of XXXX comes. This lead me to start call every other day to talk to someone, and I kept getting the same run around ... basically no one knew what to do. And, lucky for me I had the additional money to go ahead and pay my mortgage for XXXX XXXX again XXXX and XXXX. So, reluctantly, I did. I say reluctantly because I was afraid they would steal from me again. I ended getting the Research Dept, which was an absolute waste of time. And, by the way, the research is email only. What great customer service, in my most sarcastic tone. They, first sent me a letter ( by email ) stating that they could not find the payment. WHAT!?! That was the whole reason for my contacting them. That was known, I wanted to know what happened. Crickets, nothing!!! Then I got a letter stating that I needed to show proof that the payment had come out of my bank ... when clearly my payment was there as a few agents had already admitted that they could see it pending. However, I ended up sending them the statement showing where the payment was deducted on or about XX/XX/XXXX. In the meantime, my patience grew thin and I started calling almost daily in hopes of getting an experienced agent to help me. I finally ended up speaking with a young man who was able to simply refund my money. I was satisfied and done with this whole thing until I received an email this morning requesting for the second time for me to send them a bank statement showing where they deducted ( stole ) my mortgage payment. I was astonished. I checked my account this morning and saw where my money has been refunded. Whew, right?!? I started to let this go, but this is too important. So many of us rely on web based systems to conduct financial business. Despite the dark web dangers, I like to see and know that my payment is applied when I pay online. SEEING it is the most important. And, since you are not having to actually deal with a person, I feel like the possibility for theft is eliminated. However, in this situation I felt bewildered and somewhat lost. It's upsetting to think that they are people who may have give up in frustration, or not have extra money to pay twice for one month 's mortgage, or end up taking a hit to their credit for something that they, nor even the dark web, is responsible for. We trust these banks to do right, and this is what we get. I'm an attorney, so I was not giving up and was willing to take it further. But, how many other people can do that? How many people have been screwed by their bank/mortgager feeling like they have no recourse? It is not ok, and I hope CFPB addresses it with them.
Company Response:
State: TX
Zip: 78617
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A