Date Received: 2021-06-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had to file Ch XXXX bankruptcy in XX/XX/XXXX because my husband was unemployed from XXXX XXXX XX/XX/XXXX and I could not pay all of the bills on my income alone. He started working in XX/XX/XXXX and lost his job in XX/XX/XXXX. He applied for Unemployment but was denied because he had not worked long enough. From XX/XX/XXXX - XX/XX/XXXX my hours were decreased due to XXXX, and from XX/XX/XXXX - XX/XX/XXXX I had to go on XXXX and I fell off payroll and did not receive a paycheck at all! I used my stimulus checks and tax return to pay utilities and buy groceries, but I had nothing left! I was unable to pay my Ch XXXX payments and I contacted my attorney and informed him of the situation of my income. I received a letter from the courts last week stating my bankruptcy has been dismissed! Last week, I received a notice from Mr Coopers attorney, XXXX XXXX XXXX stating as of XX/XX/XXXX the protection for motion to stay was no longer in effect and I assume the foreclosure has restarted. I contacted Mr Cooper and told them that my attorney had not responded to me, and I was going to the bankruptcy courts to provide them verification I was unpaid for 3 full months because I was out on XXXX. However, I thought my forbearance did not expire until XX/XX/XXXX. The guy stated he would update the system and inform their attorney XXXX XXXX XXXX. On today, XXXX XXXX ( my bankruptcy attorney ) contacted me and said we have a court date for XX/XX/XXXX to reinstate my bankruptcy but the mortgage arrears will not be eligible to be included now?!?! I dont understand why not, and I told him as of XX/XX/XXXX I have been terminated from my job & I have applied for Unemployment. Online, it shows my mortgage is now behind over {$40000.00} and Mr Cooper is also charging me over {$5000.00} for their legal fees, inspections, and other expenses that I was not made aware of, nor did I agree to pay!! Hardest Hit of Alabama is no longer taking applications and I am trying to get an appointment with Consumer Credit Counseling or FHA to get mortgage assistance & help with my car note and other bills.
Company Response:
State: AL
Zip: 366XX
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently in a COVID forbearance ( under the CARES Act ) which is due to end soon. In trying to understand my options for when my forbearance ends, I am having difficulty getting a clear answer from my mortgage servicer, Mr. Cooper ( formerly NationStar ). The only options they are offering me is to pay the lump sum of total payments missed during the forbearance or go through a loan modification which is what I do NOT want to do or go through. I do not understand why they will not offer me a COVID-19 Payment Deferral option which was my understanding at the time I took my forbearance would be an available option. This option does not come up on their portal, so when I call, I am told that option does not come up for them. Then they tell me to contact their escalations department. When I do that, I still do not get an answer as to WHY I am not being offered this option. I feel this is EXTREMELY UNFAIR as I was told this would be available for me at the end of the forbearance. I am simply asking for an explanation why my account is not eligible for a deferral and have not been told why. I feel this is their way of making yet another money grab off of missed payments that were covered under the XXXXARES Act. Under the law, I do not have to pay interest on those missed payments, yet they are forcing me to do a loan modification. And in fact, every month during my forbearance, I did make partial payments. I'm hoping maybe you could assist with getting me an explanation as to why they simply can not defer the amount to the end of my loan? I am not sure this is even legal under the CARES Act. Thank you for your time in this matter.
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: been trying to get a better mortgage rate so when i reach out to different lenders they submit there paper work they ask my loan company for my documents then my loan company charges me a fee for this I've been charged over a hundred dollars in fees for this did not realize this at first so when I called the companies requesting my documents they said they have never heard of this
Company Response:
State: CA
Zip: 93711
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Name is XXXX XXXX XXXX, my birthday is XX/XX/XXXX, my loan number with Mr.Cooper ( aka NATIONSTAR MORTGAGE LLC ) is XXXX XXXX XXXX, I would like to report to CFPB my servicer XXXX Mr. Cooper that my mailing address has changed to XXXX XXXX XXXX XXXX CA XXXX without my permission, therefore I have not received any notices until now that I noticed and informed the servicer, that address is not mine. The correct mailing address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. Also Mr. Cooper is not compliant and not delivered on what they said and the reps are damaging Mr. Coopers reputation by not giving out the correct information and not having knowledge of laws and what rights consumer can have and can not have. On XX/XX/XXXX, I have spoke to XXXX, that the only options I have now are short sale or deed of lieu. I felt I am being pushed to the dead end, they have been prepared for me to lose my only home ; not only that I feel the representative I spoke to on XX/XX/XXXX were not professional and are not truthful of the home retention options that are available to me. I have told them I intend to stay in my only home and I am in need of help to find emergency options to keep my only home. The whole year before I was in and out of XXXX for XXXX XXXX and my XXXX XXXX XXXX has been paying into my medical expenses. XXXX XX/XX/XXXX, I was approved for a XXXX forbearance, the last date of forbearance was XX/XX/XXXX. I have sent in XXXX payments for XXXX XXXX XX/XX/XXXX and XXXX XXXX of {$600.00}. Every 3 months I got a call I was informed I am approved for forbearance and I was informed I will have the options for the forbearance amount where I can pay monthly amount plus an extra payment for the forbearance, or I can put the forbearance amount back to the principal. We ( my sons and I ) also preparing a lump sum to pay as much as we can. On XX/XX/XXXX XXXX as a Mr Cooper representative informed they are waiting modification documents because they advised I should do that and they called as a courtesy. They said why not do modification and keep the money we have now for medical emergency. I thought that was a good idea. On XX/XX/XXXX, I was most clear that they do not want me to keep my only home. XXXX said I dont have any other choice except Short Sale or Deed of Lieu. I asked her again and again are you sure that is the only choice I have. Before XX/XX/XXXX, the other representatives informed me that I can get back on another forbearance to buy time and pay off all my amount payable. As we understand, by law if we are in the process of getting help or gathering the modification documents to get help, servicer or lender can not force tenants to give up their home ( via short sale or deed of lieu ). When we informed Mr.Cooper we were gathering for loan modification documents and have been writing hardship letter, we got a letter saying modification denied, how do we get denied when we have not submit any documents yet, we are still waiting for income verification from my social security benefits so we can submit all at once. My intention is to keep my only home, I would like to pay off the delinquent amount but please give me extended time like Mr. Cooper promised me, I would like truthful home retention available options. I understand I was delinquent before Covid-19 due to medical emergency. I would like to know can I pay off the delinquent amount in lump sum before Covid-19 by XX/XX/XXXX ( or time frame Mr.Cooper specify ) and the amount delinquent from XX/XX/XXXX until XX/XX/XXXX XXXX the approved Pandemic Forbearance time ), I pay in small lump sum on top of the monthly payment???? We sincerely pray Mr.Cooper work with you and tell me truthfully home retention options that are available to me by law. Respectfully yours, XXXX XXXX XXXX Correct mailing address : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, CA XXXX ( XXXX ) XXXX
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This problem originally started with XXXX XXXX which is the company I originally refinanced with. At some point during my mortgage period with them they determined that my insurance lapsed. Instead of contacting me to get updated insurance information they decided to purchase an insurance policy on my behalf. They did this without notifying me that my insurance lapsed or notifying me that they were going to purchase insurance on my behalf. Every other mortgage company that I have dealt with in the past got this information directly from my insurance company, so I was unaware of any issues. At no time during my mortgage period did my insurance lapse so there was no reason for XXXX XXXX to start an insurance policy on my behalf. I am also very upset that this was done without my knowledge which seems that this is either illegal or at least very immoral. XXXX XXXX decided to transfer my mortgage to Mr Cooper on XX/XX/2020. When I received my first statement from Mr Cooper is when I learned of this problem. My first statement from Mr Cooper showed an escrow account with a balance of - {$1900.00} and they were also charging me for a monthly payment towards an escrow account to pay for the insurance that XXXX XXXX decided to start without my knowledge. XXXX XXXX also sent me a bill after they transferred my loan to Mr Cooper attempting to get me to pay for the insurance policy that they took out in my name. It seems that it should be illegal to get these costs reimbursed from Mr. Cooper and to also send me a bill to try to get me to pay for this policy. I did not pay the bill that XXXX XXXX sent. Instead, I sent them an email informing them that these costs were already transferred to Mr Cooper and that this insurance policy should have never been started in the first place. I contacted XXXX XXXX to see why they did this and provided them copies of my insurance documents that showed my home was covered during the entire loan period. XXXX XXXX told me that once they had the insurance documents, they would correct the issue. It seems on that this issue is resolved with XXXX XXXX. I provided the same document to Mr Cooper, but they still have not corrected the issue. I have called them almost a dozen times since this issue started on XX/XX/2020. One individual named XXXX XXXX from Mr Cooper was very helpful and I believe legitimately tried to get this issue corrected for me. He told me that the main issue remaining was recovering the funds from XXXX XXXX that were used to get an insurance policy without my knowledge. He was able to also get the escrow payment suspended with mr cooper until they received the funds from XXXX XXXX Within the last few weeks Mr. Cooper started threating me with debt collection because I refuse to pay for an insurance policy that I did not authorize and had no knowledge of. Mr. Cooper previously acknowledged that I was not at fault for this issue but the last representative from Mr Cooper told me that my files no longer contain any of the previous conversations that I had with their company. This representative wanted me to start the resolution process that I was working on for the last six months over because they had no records of this issue. I tried to contact XXXX XXXX but he has stopped returning my calls. It feels like the management of Mr. Cooper no longer wants to pursue getting the funds back from XXXX XXXX and wants to force me to pay for this.
Company Response:
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a mtg with Seterus. They sold it to Mr. Cooper and we found out there were 33more years on th mtg. We already been paying for 7 years and we thought we had taken a 30 year mtg and also thought we had credit life. Neither of this was true. At our age I would never have signed a 40 year mtg. We tried to contact Seterus to no avail. I am tired of getting run over y companies. This is the 2nd complaint I have sent to you and no response from you either. Please let me know something. I await your response. XXXX XXXX
Company Response:
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Mr. Cooper abused its right to report late payment against me. Details : On XX/XX/2020, my loan was sold to Mr. Cooper by XXXX. Loan number : XXXX. By law I have 60 days grace period to pay my next payment ( that is XX/XX/2020 ), I paid my XX/XX/2020 mortgage on XX/XX/2020, but Mr. Cooper still reported a late payment. Furthermore, when I called them at beginning, they would NOT correct this mistake. I checked the rule and clearly told them it was violation of law, they then agreed to correct it. But I didn't get any information after the call, I don't know if they are correcting it or not. According to the rule ( XXXX Mortgage servicing transfers ) defined by Consumer Financial Protection Bureau : Payments not considered late. During the 60-day period beginning on the effective date of transfer of the servicing of any mortgage loan, if the transferor servicer ( rather than the transferee servicer that should properly receive payment on the loan ) receives payment on or before the applicable due date ( including any grace period allowed under the mortgage loan instruments ), a payment may not be treated as late for any purpose.
Company Response:
State: CA
Zip: 94560
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is as follow-up claim to the claim I filed in XX/XX/XXXX ( # XXXX ). The resolution provided did not provide evidence of customer error. There is a 12 month gap in Mr. Coopers timeline. During those 12 months there was no issue with auto-pay. No intervention on my part in ending auto-pay. No bank changes. The company is not addressing this gap in timeline. They can not provide evidence that I canceled auto pay or set it up in correctly. Mr. Cooper was auto-debiting payments from my bank successfully from XX/XX/XXXX to XX/XX/XXXX. Then in XX/XX/XXXX they had an issue. Stating bank account numbers were transposed. However, they are noting no changes were made to my auto-pay between XX/XX/XXXX and XX/XX/XXXX. I sent a detailed follow-up email to the resolution specialist on XX/XX/XXXX with questions addressing this gap. Mr. Cooper did not address these questions nor the gap in dates. They did not provide evidence of customer error. They basically submitted the same response they initially provided.
Company Response:
State: AZ
Zip: 85381
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job shortly after my loan modification. I then paid {$2500.00} on my mortgage but didnt realize I was {$200.00} short of the full payment but wasnt 30 days late. Then the pandemic hit and was out of a job again. So requested forebearance still not realizing that I was behind this {$200.00}. Now I will be out of forebearance in XXXX. I have moved my daughter in with me. I am not collecting retirement so I can resume payments but they want the full amount. I want to deferment or repayment plan. I cant get another loan mod. But deferring payments is not changing the term of the loan nor the end date so why cant I get a deferment? Im not going to lose my home.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to pandemic in XXXX I put my mortgage in Forbearance. This went into effect XX/XX/XXXX. When i initially contacted Mr. Cooper regarding this I was made aware that there are several options available. I asked about putting payments on back end of loan. I was told that I could do this. When i called back in XX/XX/XXXX I was advised there is no option because of prior modications made on loan. I was advised I would have to pay XXXX to restart loan otherwise there are no options or sell house. I stated I want to stay in house with my family. Mr. Cooper stated at this point there is no help. I would like to reinstate loan and either pay some more money towards loan and or put payments on back end of loan. Thank you
Company Response:
State: NJ
Zip: 07801
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A