Date Received: 2021-06-09
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: XXXX Was investigated and went in my favor Mr Cooper updated credit report temporarily and later updated it as late again each time i dispute its not updated properly they fail to look at notes and mark it as late. Please assist with MR Cooper making this update to all 3 credit agencies as a permanent update as not late per their confirmation later attached in above case number that was closed last year after1st dispute were i involved consumer financial
Company Response:
State: CA
Zip: 92557
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to COVID -19 I was laid off from my job in XX/XX/XXXX. I immediately contacted my mortgage company Mr. Cooper to inform them of this unforeseen disaster. The representative informed me due to COVID-19 my investor is participating in the Pandemic Forbearance Relief Plan. This was a relief as my number one goal is to keep my family in our home. The short term forbearance would be approved in 3 month increments for up to 12 months. Upon the last extension, the mortgage company would provide all the options per my investor which included adding the payments to the end of the loan, repayment plan, modification or a lump sum. I immediately informed the representative we could not afford a lump sum payment. The representative assured me the company would exhaust all options and a full lump sum payment would be the last option as the company understands hard times due to the pandemic. XX/XX/XXXX at TIME, I received a call from XXXX XXXX, stating he was assigned to my account since the COVID-19 forbearance expired. I informed him I started a new job and would like to discuss addressing the past due payments as indicated when I agreed to forbearance. 30 days later I received an email from the mortgage company stating I was denied a modification but a short sale was approved or Deed in Lieu approved. We followed all the guidelines set forth by Mr. Cooper Mortgage Company however unbeknown to us Mr. Cooper Mortgage company used unfair business practices and deception. At no time were we told the past due mortgage payments would be due in one lump sum at the end of the short term. We were told we would discuss the options which included repayment plan, modification, moving the past due payments to the end of the loan, etc. This is deception, we were never asked nor provided any financial information for Mr. Cooper to review for a modification or repayment plan. They just assumed we did not qualify. How can the mortgage company determine we don't qualify without any financial information? Is this common practice for certain types of people? They prefer to put us out of our home without trying to help us. While Mr. Cooper would like to sell our home, we are seeking fair business practice guidelines per COVID-19 rules to resolve this issue. Our goal is to stay in our home. We were appalled how easy it was for the representative to state cant we pull {$15000.00} from our 401K in the middle of a crisis.
Company Response:
State: IL
Zip: 60419
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr Cooper continues to not answer my questions and have multiple supervisors not call back. But they never forget to send threatening letters, even 24 hours after I have an hour+ long conversation with one of the supervisors. I got a hand delivered letter to my house. I immediately called the representative named XXXX at XXXX. I never received a call back. I called again with no response. Every time I talk to someone, they tell me different information. Previous CFPB complaints contain factual errors and mis-statements about the issues. I can't get one person to answer my call or return my call.
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, contacted Mr. Cooper to speak with an agent regarding how they can help me and my husband with our loan. I think we were about 1 month behind on our loan at that time. She explained to me all the options available, but told me that they would put us on the forbearance program from XX/XX/XXXX to XX/XX/XXXX, and that I was to check in and let them know if anything changes in our present status. On XX/XX/XXXX, we were approved for forbearance. On XX/XX/XXXX, I checked in to let them know our status had not changed and could not afford the high payments and interest because we had moved out of town in XXXX of XXXX. We paid our payments up until around XXXX of XXXX. Because of renter, repair, and maintenance, loss of income, it put a strain on our mortgage in our new town. I told her that we are considering initiating a Deed In Lieu of Foreclosure. I was told that she would send me a Statement of XXXX, to fill it out and fax back to them and to make another login for the Deed In Lieu account. On XXXX, we filled the form out and attached a copy of our drivers licenses, and faxed all to Mr. Cooper. We never heard from them about the appraisal the agent told me they would have to make on the property to see if it qualified. We started receiving mail from a XXXX XXXX. We hadn't heard from Mr. Cooper, so I didn't open the mail at that time. I just kept it in the file. Our mortgage insurance company for the property called on XX/XX/XXXX at around XXXX am to inform us that someone was trying to calling to change the name on our property insurance and they wanted to see if we had allowed it. We didn't know what was going on so the agent said she wouldn't do anything until she hears from us. When I got to read the mail that was sent in from XXXX The agent said that I wasn't authorized to talk to them. I'd have to send another authorization for them to talk to me. I tried to email them but I didnt have the correct one. Tried to call them back but no response.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Here is a timeline summary of events thus far in our experience with Mr. Cooper as our mortgage loan servicer : XX/XX/2021 : We refinance our mortgage through XXXX and our mortgage servicing is transferred to XXXX XXXX XXXX. Our next regular mortgage payment is due XX/XX/2021. XX/XX/XXXX : We make an extra principal payment to XXXX XXXXXXXX XXXX. XX/XX/XXXX : XXXX XXXX XXXX sends us a notice that, effective XX/XX/XXXX, the servicing of our loan will be transferred to Nationstar Mortgage LLC d/b/a Mr. Cooper. This notice includes our new loan number : XXXX. We are informed that any payment due after XX/XX/XXXX should be sent directly to Mr. Cooper this includes our regularly scheduled XX/XX/XXXX payment. XX/XX/XXXX : We make an additional principal payment to The XXXX XXXX. XX/XX/XXXX : We aren't yet able to set up an online account with Mr. Cooper, so I mail our regular XX/XX/XXXX payment as check # XXXX in the amount of our monthly payment due plus {$120.00} of additional principal to the Mr. Cooper address indicated on our new customer notice. I write the account number provided above by XXXX XXXXXXXX XXXX XXXX XXXX XXXX in the memo line on the face of the check. XX/XX/XXXX : According to my XXXX XXXX checking account, Mr. Cooper cashes check # XXXX. XX/XX/XXXX : I am able to establish an online account with Mr. Cooper. When I do so, I find that the account number provided above by XXXX XXXX XXXX XXXX XXXX XXXX is incorrect. The actual account number is XXXX. I immediately send Mr. Cooper a note using Mr. Cooper 's " Message Center '' about the payment made on check # XXXX, indicating that the wrong account number was provided, and including this note : " Please ensure that the payment is instead applied as my XX/XX/XXXX payment for this loan, '' in reference to our new account number of XXXX. I receive an immediate response in the Message Center assigning a ticket number ( XXXX ). I send a follow-up note less than an hour later addressing the XX/XX/XXXX and XX/XX/XXXX payments above that have not yet posted to our account, indicating that both the XX/XX/XXXX and XX/XX/XXXX payments were principal payments that reduced the outstanding principal and indicating what should be the outstanding principal amount prior to our XX/XX/XXXX payment. XX/XX/XXXX : I use the Chat feature on the Mr. Cooper website to address these issues with a live agent. She is very helpful in confirming that the additional principal payments made to XXXX XXXXXXXX XXXX may take some time to post but that we needn't worry about them ; they will be posted as principal payments in due time. She informs me that the issue with our XX/XX/XXXX payment ( check # XXXX XXXX will need to be resolved by the Research Team and she forwards on our request. XX/XX/XXXX : I receive a template response in the Message Center indicating that additional research is needed. The Message Center response asks for 7 business days to resolve the inquiry, and informs me that I will receive a " letter of resolution '' within 7-10 days after your review of my account. This message includes an e-mail address for follow-up communications ( XXXX ). Unknown date in XXXX prior to XX/XX/XXXX : the additional principal payments made to XXXX XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX post to our account, correctly reducing the principal balance. XX/XX/XXXX : I log in to our Mr. Cooper account to see that our XX/XX/XXXX payment is " late. '' As noted above, our XX/XX/XXXX payment was received and cashed by Mr. Cooper on XX/XX/XXXX. I send an e-mail to the XXXX account regarding this payment and once again explaining the account number issue. I become increasingly concerned that Mr. Cooper 's inability to locate the payment that they previously cashed will impact our credit. XX/XX/XXXX : A statement is posted in our Mr. Cooper online portal with a response to research reference XXXX. This letter indicates that ( i ) Mr. Cooper received our inquiry on XX/XX/2021, and ( ii ) a response will be provided within 30 business days of our inquiry unless Mr. Cooper notifies us of a 15 day extension prior to the expiration of that 30 day period, although responses are generally provided in less than 10 days from receipt of the correspondence. As noted above, I did not send an inquiry on XX/XX/XXXX ; I sent an inquiry on XX/XX/XXXX. XX/XX/XXXX : We receive a letter from XXXX XXXX XXXX dated XX/XX/XXXX indicating that the Notice of Servicing Transfer dated XX/XX/XXXX contained the incorrect loan number and should be disregarded. This timing is not helpful. XX/XX/XXXX : Having received no response from Mr. Cooper, I follow-up on my XX/XX/XXXX e-mail. XX/XX/XXXX : I log in to my Mr. Cooper account to see that our XX/XX/XXXX principal payment has been unilaterally recharacterized by Mr. Cooper as a regular monthly payment. Mr. Cooper took this action without our consent and against the factual reality of how the payments were made. Our XX/XX/XXXX payment ( check # XXXX ) remains unaccounted for in the Mr. Cooper portal. I send Mr. Cooper the detail provided above in both an e-mail and as a paper letter via US mail to the requested address. XX/XX/XXXX : I engage in a final chat with Mr. Cooper to determine what steps have been taken to rectify the situation. The agent informs me that the Research Team last left a note on XX/XX/XXXX that they were still looking for the payment made on check # XXXX. I have not been contacted by Mr. Cooper since. Prior to XX/XX/XXXX, this has been an extremely frustrating process with Mr. Cooper 's inability to complete what should be a very simple task. Mr. Cooper cashed our XX/XX/XXXX payment 41 days ago, yet the payment has not been posted to our account nor do we have any indication that Mr. Cooper even knows where this money is. This is a staggering failure for a mortgage loan servicer. On XX/XX/XXXX, however, it became unethical and illegal. Mr. Cooper was not our mortgage servicer prior to XX/XX/XXXX and, thus, Mr. Cooper has no authority to recharacterize any earlier payment ( namely, the XX/XX/XXXX and XX/XX/XXXX principal payments ). Despite our immense frustration with everything mentioned above, resolving this issue should still be remarkably easy for Mr. Cooper : Properly account for our XX/XX/XXXX payment as an additional principal payment Properly account for our XX/XX/XXXX payment as an additional principal payment Find our XX/XX/XXXX payment and apply it as our timely-received XX/XX/XXXX regular payment of {$1600.00} plus an additional principal payment of {$120.00} I have reached out to Mr. Cooper six times about these issues between the XX/XX/XXXX message above, the XX/XX/XXXX chat, the XX/XX/XXXX e-mail, the XX/XX/XXXX follow-up e-mail, the XX/XX/XXXX e-mail/letter, and the XX/XX/XXXX chat, all to no avail. I am now deeply concerned that Mr. Cooper 's ineptitude will create meaningful financial damage to my family and me.
Company Response:
State: MI
Zip: 49506
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I sent a check for {$150000.00} ( check no XXXX ) to XXXX C/o Nationstar Mortgage LLC with a letter to apply that amount to my principle. The check was not cashed. I called on/about XX/XX/XXXX and was directed by the associate to put a stop on the check as lost. He connected me to XXXX XXXX XXXX XXXX and I did as instructed. On XX/XX/XXXX, I sent a second check for {$160000.00} ( check no XXXX ) by priority mail with a letter of instruction. It was received by Nationstar on XX/XX/XXXX. I have the postal receipt. That check has also not been cashed. I called again on XX/XX/XXXX to inquire about the progress of their investigation for the lost 2nd check. I was told by the associate that they can not locate the 2nd check either. I am concerned that there is the possibility of fraud or at the least gross negligence occurring. Both checks were written from the XXXX XXXX XXXX XXXX account. XXXX appears to be the principal for their agent Nationstar Mortgage LLC. I want this matter investigated as to what procedures and policies are in place by both Nationstar and XXXX to prevent these occurrences and why they have failed twice to prevent this incompetence. I also want the name of an individual to whom I can direct certified mail in order to send a 3rd check.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19460
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Filed for Forbearance in XXXX of 2020, now looking to find a resolution with Mr.Cooper, our services. Started the applications end of XXXX XXXX I called to follow up many times this past week and was once hung up on! I also gave the loan specialist my number in case we got disconnected but they never called me back! I assume this was because I told them I would file a complaint as they were not answering any of my questions or telling me what we could qualify for. I was asked to fill out an application more than four times via email, which I did. Theyre not communicating properly about why I had to keep filing applications and would not answer me about this. I was denied any assistance at all I later find out but they never communicated it with us after filing out the multiple applications. I contacted XXXX XXXX directly last week, and I dont feel were getting what we need as they told my husband to call the servicer back and ask what and why we dont qualify even though we have been doing that. I called mr Cooper back today and was told I have to basically pay a one lump sum of 12 payments to MAYBE reinstate if we qualify after we pay 12 months that we missed up front. Then they call it a repay payment plan for the XXXX and XXXX payment which isnt even due yet. Theyre calling it this so they can get away with making it look like theyre offering us something legally..XXXX XXXX does not require a lump sum up front from their guidelines I read with Covid laws. I am out of options because they wont give us any. I was only told we could appeal our previous modification and it probably wont go anywhere. We have lived in our home 22 years! This is extreme predatory lending practices with Covid! I was also told PRIOR to entering into this that we had rights because the Covid laws are different and we could modify again or get a deferral added to the end of the loan. I also have a screen shot of some of our communication Feom last year I will attach here. During this year long forbearance I called mr Cooper a couple times to be reassured we could have some kind of relief. They and Mainly XXXX XXXX have played a very nasty game here not telling me this upfront and offering nothing now! We entered into this with complete reassurance that we would be like anyone else and get relief after. If we would have been told up front that since we had modifications done before and would not be able to get any assistance, we would have borrowed money to catch up. We should have been told up front this could have been an issue! Theyre now telling us even if we do pay all the 12 mos now- we may not qualify for resuming our payments! They will find a way to deny us so they can take our house! Please help! A bankruptcy is what we may be forced into due to predatory lending!!! This is absolutely servicing discrimination and predatory lending if I have ever seen!
Company Response:
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My monthly mortgage payment is {$1500.00}, but XXXX additional {$1400.00} each month to be applied as additional principal. On XX/XX/21 I made payment to my mortgage company XXXX for {$3000.00}. {$1500.00} of this was my normal mortgage payment, and {$1400.00} was additional principal. Afterwards, I received a letter stating that Mr. Cooper had bought my mortgage. I called Mr. Cooper and was told that XXXX would forward my payment to them, payments would be applied the date that XXXX received them, and that I didn't need to do anything except make my next payment to Mr. Cooper. Mr. Cooper finally applied XXXX payment on XX/XX/21, but also did so incorrectly. They applied the {$1400.00} as a partial XXXX payment, then reversed that and set it as unapplied funds. On XX/XX/21 I paid {$3000.00} directly to Mr. Cooper. {$1500.00} of that was my normal payment, and XXXX was to be applied as additional principal. On XX/XX/21 Mr. Cooper told me over the phone that there was a " Bill Pay '' error and that they lost the payment ( along with thousands of others XXXX, and that I would need to send it again. I was also told that they would move the payment back to XX/XX/21 since it was their " Bill Pay '' error. On XX/XX/21 I made two payments for {$3000.00} each, one for the lost XX/XX/21 payment, and one for my monthly XX/XX/21 payment. First of all, both payments were posted on XX/XX/21, when one should have been moved to XX/XX/21. Secondly, they only applied {$1400.00} as additional principal instead of {$2900.00}. Their website doesn't show what happened to the rest of the money. I have called numerous times and they keep saying they will fix it, and never do. When I call and escalate it, they say they will call back and they don't.
Company Response:
State: MI
Zip: 48116
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Spoke to a counselor at XXXX XXXX and they suggested that I can put any missed payments on the back end of the mortgage. The mortgage company will not allow that they won't put the Miss payments in the back end they're asking for the full amount of Miss payments for the past 12 months up front. The XXXX XXXX representative said that they should allow this and to find out why and if not to schedule a conference call
Company Response:
State: IN
Zip: 46311
Submitted Via: Web
Date Sent: 2021-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi! I spoke to Mr. Cooper customer service on Thursday, XX/XX/XXXX and was then on hold to speak with escalations department but I couldn't hold on any longer so had to disconnect. On XX/XX/XXXX Mr. Cooper took out duplicate payments for {$1300.00} from my checking account causing my checking account to be overdraft. So two issues, 1. How would this happen? I have never experienced such an error in my entire adult life, 2. I understood escalations department needs to refund 1 of the 2 duplicate payments along with an explanation so my Bank will credit the overdraft fees, failing which I would request you to pay the overdraft fees of {$39.00}. Kindly reply as soon as possible to resolve this issue. I then emailed on XXXX XX/XX/XXXX using their online portal and received an automated message that someone will call me. It is now 4 business days since Mr. Cooper withdrew funds from my checking account, without my permission, caused my account to overdraft and subsequently impact my credit history. How can such a company be allowed to conduct business, can you kindly take strict action and involve XXXX XXXX as well who owns my mortgage?
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2021-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A