Date Received: 2021-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: city of XXXX, va treasurer made a fraudulent request from my mortgage company mr cooper for taxes when both knew I was tax exeampt the city receive and overpayment cooper never returned my escrow nor provide proof of payment made to the city of XXXX, va nor never returned my escrow account
Company Response:
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My adult daughter and I are co-owners of the house she lives in, purchased in XXXX. The mortgage, taken out by us jointly, was sold 3 times, becoming held by Mr. Cooper dba Nationstar Mortgage, LLC in early XXXX. Despite having an existing homeowner 's insurance policy ( with XXXX XXXX ) in place at the time they acquired this mortgage, Mr. Cooper failed to pay that policy premium, due XX/XX/XXXX, allowing it to lapse. They then purchased out of escrow a Lender Placed Hazard Insurance ( LPHI ) policy from The XXXX XXXX. The previous homeowner 's premium was {$860.00} per annum and the LPHI policy with XXXX cost {$2000.00} per annum. I, as co-owner, was not notified of this. In XXXX, XXXX Mr. Cooper increased the mortgage premium by {$300.00} per month. Since my daughter was making those monthly payments, I was not initially aware of that increase. ( She had assumed the increase was due to increased property taxes. ) In XXXX, XXXX we applied to refinance the mortgage loan with Mr. Cooper. It was during that process, between XX/XX/XXXX and XX/XX/XXXX, that I first learned of the change in the homeowner 's policy and the resulting added cost. I contacted XXXX XXXX and after paying a past due amount was able to get that policy reinstated, covering the time of XX/XX/XXXX - XX/XX/XXXX. Since the mortgage contract obligates the mortgage company to pay the homeowner 's premium out of escrow, my insurance broker sent the new XXXX policy information to Mr. Cooper. I have an email from an agent of Mr. Cooper, dated XX/XX/XXXX, confirming receipt of the XXXX policy information. She indicated that its premium would be paid at closing of the refinanced mortgage. However, in early XXXX, XXXX, I terminated the refinance application due to what I perceived as an unreasonable request by Mr. Cooper to subordinate a XXXX balance XXXX on my primary residence ( which is not the house covered by this mortgage in question ). On XX/XX/XXXX I was notified by Mr. Cooper that they had renewed the XXXX policy for {$2000.00}, paid out of the escrow account. That same day I contacted XXXX to learn that Mr. Cooper had not paid the premium that was due XX/XX/XXXX and that this new XXXX policy would lapse very soon. I then paid XXXX the {$860.00} premium by personal credit card and have verified that that amount was drawn from the credit card and received by XXXX. On XX/XX/XXXX I sent the attached letter to Customer Relations at Mr. Cooper to the address listed on their webpage for handling of complaints. Using USPS tracking, I confirmed that the letter was delivered to them on XX/XX/XXXX. As of today, XX/XX/XXXX, Mr. Cooper has not responded to my letter. Since sending that letter to them, I have learned that both Nationstar Mortgage, LLC ( the parent company of Mr. Cooper ) and The XXXX XXXX are owned by XXXX. This has raised my concern that this repeated failure by Mr. Cooper to pay our own XXXX XXXX homeowner 's premium, and in its place purchase much more expensive XXXX from XXXX, is a form of cross-selling and is at least unethical.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Applying for a loan mod since XXXX ... covid forbearance ended in XXXX. I have made bank draft payments for 4 consecutive mo via bank draft. I need to stay in my home..have a wife and XXXX children ... .just need covid relief help. Asking they at least put me on a trial mod for 3 more months if necessary ... .I have proven by paying 4 months in a row ... I am ready to now keep my mortgage current and even pay ahead please help me and my family with this. Thank you!
Company Response:
State: MS
Zip: 38671
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX I was going to refinance my house and it was appraised for $ XXXX. I decided not to do it because I wasnt sure what my long term plans were. In early XXXX I was going to sell my house and had an accepted offer of $ XXXX. We didnt go through with the sale because Covid quarantine. During quarantine I decided to stay at my house and invested about $ XXXX in home improvements. Also during this time the market increased with everyone wanted to move out of the city to XXXX XXXX. In the fall of XXXX I decided to refinance since the rates were low and I wanted to do more projects in my house. I paid {$540.00} for my appraisal and the appraisal came back at $ XXXX. I called them and told them that it was impossible that my house decreased in value since everyones houses increased during covid and I did home improvements. I was told to send them comps from my neighborhood and also news article about the housing market in my area. At this point months have gone by. Finally in early XXXX they told me that I would need a new appraisal and I said ok if they paid. They said they couldnt pay for it but would give me a credit at the closing for the amount. Again I paid the {$540.00} for the appraisal and it came back at $ XXXX which I was ok with. I looked online and there was a new application number and I was then told I had to resubmit all my documentation again. I sent new payroll information and they told me they would transfer some of the other documents. I completed everything and then I never heard from anyone again. No one responds to my emails or calls. I just want my {$1000.00} back
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I started in the federal government Covid 19 Forbearance program to end XX/XX/XXXX But due to the fact I have an FHA loan the FHA in XX/XX/XXXX issued an update to FHA Covid 19 loss mitigation Policy Letter # XXXX extending my Forbearance by One Year to XX/XX/XXXX, However, MrCooper refuses to accept the FHA Guideline extending my Forbearance by one year & has insisted & harassed me to commence payment on XX/XX/XXXX, I have written to them sending all relevant documents from FHA but to no avail, In reality, the FHA program ends XXXX XXXX
Company Response:
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: CA
Zip: 93940
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since I bought my home back in XXXX my FHA monthly payment has been for $ XXXX {$1400.00} including hazards insurance. The differences reflect shortage in escrow. To my surprise in XX/XX/XXXX when I called to have them remove my PMI I found out that my mortgage company removed my Hazards insurance from my mortgage monthly payments without my authorization and I was left without insurance. I called my mortgage every day since I was told, I talked to escrow department, Escalation department, and with the Insurance department. they said I had to pay for my insurance to have them reinstate my insurance into my mortgage and I said no! they have my money that I been putting into escrow and they have my money. Now they paid my insurance and made me sign and agreement to have them put my insurance back into my mortgage, which I find disturbing because they didn't asked me to sign anything to have it removed. so, now my mortgage has increased to {$1500.00} to cover for the insurance they paid to farmers {$1400.00}. This is very unfair, since they removed my PMI I should be paying for my mortgage {$300.00}, so where is the benefit of having my PMI removed. They have my money in escrow to cover for the hazard insurance where is the money. All these years I have never paid no more than {$1400.00} including hazard insurance and taxes. Please advice, I have been very stressful trying to settle with my mortgage company and nothing gets done. I need your help and advice.
Company Response:
State: CA
Zip: 92377
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the pandemic in 2020 our mortgage servicer, Mr. Cooper, offered us forbearance which we gladly accepted since we lost our XXXX and I lost my job, leaving us both out of work. We have since gotten another XXXX going and I am now working. Our mortgage servicer is now saying we have to pay the entire balance of unpaid payments in one lump sum payment ( {$18000.00} ) or we are going to lose our house to short sale or deed in lieu. They told us they can't do a loan modification to spread out our payments. I overnighted them a financial hardship letter explaining our situation, sent them a letter explaining our situation, spoke to several different reps explaining our situation and their response is attached to this complaint. I was under the impression, based on the information on your website, that mortgage servicers are not allowed to do this. Please help. We are now in a position to pay our mortgage no problem but simply do not have the almost twenty thousand dollars they said would be able to be spread out to be paid off.
Company Response:
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We got behind due to COVID 19 being laid off of work. We applied for a modification. 1. The first time, we got denied because they said we didn't make enough money. They was not counting my son 's XXXX income, even though I'm his legal guardian and the one that takes care of him. 2. I reapplied. This time, I got denied because I didn't have the paperwork turned in ( on time ) according to them. I have screenshots with timestamps proving they DID have the paperwork, ( on time ) but that was the reason they gave. 3. I reapplied again. This time I got denied due to not having enough disposable income. Again, I have proof this is not true and yet this is the reason I was denied. This has been going on a year. They keep finding reasons to deny us and try to foreclose on our house.
Company Response:
State: NC
Zip: 28613
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX I have read all documentation, and no where does it state, that my eligibility would be compromised, in executing the XXXX. XXXX XXXX, advised me to take this route due to all the hidden issues in the house, as well as Appraisers, mis-handling, of the appraisal. In his own words, he stated the sellers real-estate agent had told him all the work, in remodeling had been done in the past year. In reading, and speaking with Mr. Coopers Rep 's, I still have not been shown, nor presented with the assessment, against my VA eligibility and what it was for. On page 24, it states, relates of liability, and no mention of costs against my VA Loan. Stating I was free and clear of the home, was an understatement, only to come back and claim to VA, monies. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A