Date Received: 2021-06-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: made a request for my escrow refund and I made a FOIA request nothing to date my loan is no XXXX
Company Response:
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Nation Star bank and Mr. Cooper have failed to satisfy the mortgage with the bank although payment was made. They are delaying the process of me obtaining a home for myself and my children. I dont understand how banks are able to force payment then not satisfy the commitment and title. Mr. Copper has been negligent in record keeping and reporting accurate and verifiable information.
Company Response:
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been in repayment of Loan # XXXX ( for security reasons I am providing the last 4 of my account # and can provide the full # if necessary for this issue ) for several months and working to repay the amount due on the loan as the amount ( {$38000.00} which was a balloon payment ) was not something I could scrape up the funds to fulfill in full at a moments notice. I reached out to Mr. Cooper to engage with them to work out an option to continue making payments on the loan till I was able to refinance my loan and completely satisfy the balloon payment. Mr. Cooper did work with me and set me up with a trial repayment period. This process took them a couple of months to create and present to me at which time it was presented I agreed to the repayment terms for a 3 month trial period in which I was to make 3 consecutive payments on time to fulfill a required obligation on my part, which I did. I made every payment on time and fulfilled their request. During this entire time Mr. Cooper continued to negatively ding my credit score ( as often as 3 times within a month ) and dropped my credit rating approximately 150 points. Mr. Cooper made derogatory reports to the credit reporting agencies multiple times a month during this process even though I was din full cooperation with them and meeting each and every one of their requirements. The final result of their derogatory actions has severely negatively impacted my credit rating to the point that a refinance now ( to satisfy that loan ) is drastically impacted. I wish to lodge a complaint and am taking this step first to see if they will work with me to remove those negative derogatory statements from my record before I proceed with legal action. Please intervene on my behalf as Mr. Cooper has been unresponsive to my initial request which I lodged with them on Wednesday XX/XX/2021 @ XXXX XXXX. I have been very patient and have been more than gracious in allowing them ample to me to respond to my initial contact to work out some kind of resolution to this abusive behavior on their part. I will await a response within the mandated 10 calendar days before taking further action which may include litigious action in which I will request compensation for damages.
Company Response:
State: AZ
Zip: 85044
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Estate of Father ( deceased as of XX/XX/XXXX Address : XXXX XXXX XXXX, XXXX XXXX, FL XXXX Birthdate : XXXX, SSN # XXXX FHA Case # XXXX FHA Case # XXXX XXXX dated XX/XX/XXXX Champion Mortgage Loan # XXXX I am the XXXX & Heir of my father 's Estate, Personal Representative w/ Letters of Administration thru the Probate Court after my father 's death. FLORIDA Office of Financial Regulation Complaint # XXXX. Florida DBPR Complaint # XXXX / FOIA Request # XXXX Before I get started I was hoping that the CFPB could work in conjunction w/ the Florida Attorney General 's office in investigating this complaint. There is an ongoing investigation now and I feel CFPB working w/ them could help resolve this and help you come to a determination faster and more efficiently. FL Attorney General received my complaint on XX/XX/XXXX. Father had a Reverse Mortgage originating thru XXXX XXXX back in XXXX of XXXX in the amount of {$300000.00} w/ a HECM loan. I, the XXXX was and did attempt to purchase the home of my father thru a Short Sale w/ the Reverse Mortgage Company called : Champion Mortgage / Nation 's Star ( Parent Company ). I purchased the home thru Short Sale for {$130000.00} paying cash to Champion Mortgage/ Nation 's Star to satisfy the amount owed within the Reverse Mortgage w/ a loan that was severely " Underwater ''. Champion Mortgage hired three ( 3 ) separate appraisals on the house within eleven months of one and other and hired the same appraiser each time. 1st Appraisal ) Drive By XXXX XX/XX/XXXX Market Value $ XXXX by XXXX XXXX of XXXX XXXX. 2nd Appraisal ) Walk thru Appraisal XX/XX/XXXX Market Value $ XXXX by XXXX XXXX of XXXX XXXX, amended down to $ XXXX in XX/XX/XXXX 3rd Appraisal ) Last & Final Appraisal XX/XX/XXXX Market Value $ XXXX by XXXX XXXX of XXXX XXXX, but actually working for her mother XXXX XXXX of XXXX XXXX. 4th Appraisal ) Homeowner hired his own Independent Third Party HUD Approved appraiser on XX/XX/XXXX Market Value $ XXXX thru Appraisal Services XXXX XXXX. I anticipated a bad last & final appraisal from Champion Mortgage because of the Over Inflated values of the first two appraisals. I appealed to HUD Homeowner ( XXXX ) thru their assigned Station Chief Ms. XXXX XXXX XXXX. HUD HOC was supposed to review my appraisal and the Last & Final Appraisal of Champion Mortgage & XXXX XXXX. They were to compare the two appraisals and come up w/ a median average and or what was the most accurate value. HUD HOC took six weeks to evaluate these appraisals and there final decision threw away both appraisals and disqualified them. HUD HOC reverted back to the XX/XX/XXXX appraisal of XXXX XXXX and HUD HOC gave the Market Value of $ XXXX as their determination. Champion Mortgage ignored this finding entirely stating that the XXXX XXXX Appraisal was expired and could not be used. Champion Mortgage proceeded to use XXXX XXXX 's Last & Final Appraisal of $ XXXX. Champion Mortgage started foreclosure on the home XX/XX/XXXX and would not wait for the HUD HOC value determination knowing full well I wanted to pay cash for the home thru Short Sale. I purchased the home for {$130000.00} which is .95 % of XXXX. I immediately filed a complaint to the Florida Office of Professional Regulation and the FL Real Estate Appraisal Board came back with a Final Order determination w/ Errors & Omissions and Negligence against XXXX XXXX w/ Errors from A thru Q on an addendum. I notified Champion Mortgage of this and provided them a copy of the entire 14 page report and Champion 's reaction was they had : No Comment. I then hired a Litigation Attorney by the name of XXXX XXXX out of XXXX last summer in XXXX of XXXX. I am in the process of suing Champion Mortgage & both appraisers from XXXX Appraisers. I filed a separate complaint w/ HUD Office of Inspector General w/ the heading of Mis-Management/ Appraisal Fraud on XX/XX/XXXX and they reviewed this complaint and forwarded it back to the HUD HOC XXXX division where it's been since XX/XX/XXXX. I have not heard anything from HUD HOC or the Station Chief XXXX XXXX XXXX yet and have no idea if they gave an updated determination and or rejected or replied in anyway. I am furious that a desk / field review wasn't done by Champion Mortgage and a completely NEW appraisal should of been ordered and done by the ARMS LENGTH process thru an Appraisal Management Company where USPAP Rules & Standards were met and complied with. I have not been given that common decency or consideration. In addition I've also filed a complaint thru the Florida Attorney General 's Office as of XX/XX/XXXX that is being investigated. I supplied the Florida Office of Financial Regulation w/ over 600 pages of documents and they investigated and reviewed all my documents and came back stating this was a CIVIL Matter and they could not make a Final Order. I also have provided over 500 pages of documents to the Florida Office of Professional Regulation that they used for their Final Order. I have seven ( 7 ) different appraisals since XX/XX/XXXXwhen the original Reverse Mortgage was taken out up until today. No Matter which one of seven ( 7 ) different appraisals chosen after including the FEMA 50 % Rule and considering " Depreciation " every single appraisal would come out the same and there is No Structural Value to the home, and the only value there is for land at $ XXXX. The FEMA 50 % Rule states that any home w/ major restoration and or water issues needs to take their Market Value of the Home and divide it by 2. Whatever the number comes out to is the cut off in the amount of restoration allowed. If the house can't be raised up off the ground to 12.1 ' feet then the home needs to be raised and or bulldozed. My home is at about 8.2 ' elevation and can't be raised due to excess cost. The FEMA 50 % rule was ignored by all the appraisers and Depreciation was never given consideration. I have a 24 page Mold Report and an estimate for Mold Mitigation that was ignored as was the issue of whether or not there is " LEAD PAINT " in the home as there is peeling paint in various rooms and the home was built in XXXX. All of this is in the Final Order from FREAB and to add insult to injury the appraisers ignored other Environmental factors which included the construction of a 69.7 acre RV Park that will remove nine holes from the Plantation Golf Course w/ my home adjoining this property w/ 322 Slabs being constructed w/ transient renters coming and going. This was never mentioned in the report either. I provided the Appraisers three ( 3 ) estimates for necessary repair for all each category of restoration. This includes for : Exterior Metal Roof Replacement at $ XXXX w/ various ( 40 ) different leaks throughout the house and Interior Ceiling damage w/ a 4 ' thick tongue & groove Yellow Pine ceiling estimates of $ XXXX as well HVAC estimates $ XXXX & XXXX XXXX XXXX Awning window estimates at $ XXXX. Mold Mitigation estimate is approximately $ XXXX and Cast Iron Pipe estimates came to $ XXXX as they are in the foundation of slab and needing replacement. I provided the appraiser a XXXX plumbing estimate w/ photographs of the interior of the pipes and the home is marked off throughout w/ special tape showing location of pipes in walls & floor. I also have two additional Plumbing Estimates as well. The Sewer Lines in the home recently had a hydrostatic test done and the pipes " FAILED " the test and there is major leaks in the pipes that can cause major foundation issues. I can provide any all documents that you request immediately as they are all saved by attachment. I would love to provide any and all documents proving my case with No Assumptions of any kind by me the homeowner. To conclude this complaint it is important to understand that from the beginning XX/XX/XXXX thru XXXX XXXX " Overvaluing their Market Value by $ XXXX. This was done to show a low risk loan w/ a consumer that had very little income at {$900.00} a month. XXXX XXXX was caught with Millions of Over Inflated Reverse Mortgages and they sold their Reverse Mortgage to Champion Mortgage around XXXX & XXXX. In the end Champion Mortgage " Over Valued " the home because it was severely underwater and need at least {$320.00} to $ XXXX in necessary repairs. It was ugly from start to finish with unprofessional conduct and from the start Champion Mortgage was combative, disagreeable and won't even talk to me in XXXX of XXXX thru XXXX of XXXX. I filed a complaint w/ the Florida Attorney General 's office because of their conduct. That helped tame Champion Mortgage temporarily ... to at least force them to talk and recognize me. XXXX XXXX XXXX of HUD helped with two extensions of 90 days as i awaited Probate to end and Champion Mortgage tried to deny me at every turn what was needed. XXXX XXXX XXXX Department Flood Analyst verifying that the FEMA 50 % Rule does apply and I'm including her email to me after her studying the Elevation Certificate that I included in attached files. From : XXXX XXXX XXXX XXXX Date : Tue, XX/XX/XXXX at XXXX PM Subject : RE : [ EXTERNAL ] Fwd : ELEVATION CERT This document is exactly what is was referring to. Thank you for sending it. The findings from the elevation certificate indicate the structure is non- compliant with FEMA elevation requirements according to the current FIRM map XX/XX/XXXX. Your finished floor does not meet the required base flood elevation 8 NAVD. The finished floor elevation as converted from NGVD datum which was utilized to complete the supplied elevation certificate to the current NAVD datum is XXXX NAVD. The cost of any repairs/renovations to the structure would be assessed under the substantial improvement regulation ( FEMA P-758 ). The appraisal you supplied indicates the market value minus depreciation is {$60000.00}. FEMA will allow 50 % of that figure equaling {$30000.00} as the allowable cost amount of any/all improvements to the structure. Should the proposed repairs/renovations exceed the allowable amount, the structure would need to be brought into compliance with FEMA regulations which would entail elevating the structure to meet the base flood elevation of 8 NAVD + 1 of freeboard, Florida Building Code requirement, among other requirements. I have attached the documents utilized in making the above described determination Best regards, XXXX XXXX, CFM Flood Management Specialist XXXX XXXX Building Division Growth Management XXXX XXXX
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was advised by a representative from Nationstar/Mr. Cooper to make my XX/XX/2020 payment and to not make any further payments until my refinance was complete. Please see attached letter. Nationstar/Mr. Cooper reported me late to the credit bureaus, which significantly lowered my credit score. Due to my low credit score, I was unable to complete my refinance.
Company Response:
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife called Mr. Cooper, our mortgage company, several months back, during the height of COVID, I believe to set up automatic payments, but while on the phone they sold her on the idea of accepting their Forbearance plan. They sold it as something they were offering their clients to help during this financial crisis during COVID. An opportunity to skip several payments and then make those payments after the original life of the mortgage at no additional cost throughout the life of the loan, a deferment. Now the forbearance period is over, they are harassing us and trying to intimidate us into signing a loan adjustment, that would potentially add $ XXXX to the life of the loan. When I search for Mr. Cooper 's Forbearance plan online, I find the following : https : XXXX It claims there are four possible methods of repayment. The deferral that was sold to my wife, and three other methods not mentioned to my wife including the aforementioned loan modification, a reinstatement ( pay all missed payments up front ), or a repayment plan ( pay missed payments over several months ). They are calling me several times everyday trying to get me to sign this loan modification, costing us an additional ~ $ XXXX, or the reinstatement. They will not honor the deferral option promised to my wife.
Company Response:
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a mortgage with Mr Copper. During the start of the pandemic, I applied to get a hold on my mortgage. 3 months ago, I was placed a trial of payments, which I payed with no problem. I was expecting to resume my payment with, of course an increase. I insisted to pay. One rep told to " hold on my money and if I pay XXXX as it was written on the statement online it will be for XXXX XXXX ''. At my surprise today, I checked online, I found out it is a loan modification. I called and spoke to 3 reps whom won't cancel the loan modification because I signed already.
Company Response:
State: NY
Zip: 11581
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr Cooper hasnt responded to initial complaint. Company called multiple times a day, called on weekends and holidays. Told company they would get their money once VA retro pays me owed funds. Mr Cooper continually calling and harassing me. Company never left messages. Mr Cooper then without cause had a debt collector reach out to me. We are in a pandemic and Im a XXXX veteran, horrible company.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested and placed my home loan into forebearance in XXXX of last year. At the time I had just brought the loan current XX/XX/XXXX. I called my servicer to end forebearance and reinstate my payments in mid XX/XX/XXXX. I asked for a partial claim/ junior lien . The service rep on the phone kept asking would I liked to try for a no doc COVID loan modification. I said if it would lower the payments that would work great. At that time I was denied a COVID loan mod or partial claim and told I had to submit a full application for a regular modification and wait for approval. I called FHA to verify that I qualified for a partial claim, and called my servicer back. I was again denied and told it was because I was 30 days late on XX/XX/XXXX. I sent the information I received from FHA via email to my servicer. I have made more five phone calls, they continue to insist I fill out a loan modification to be considered for a partial claim. On XX/XX/XXXX I received a letter stating my options are refinancing, a loan modification, forebearance or foreclosure. They put a letter on my account saying I defaulted on a trial payment plan, I never applied for or was told I was approved for? I am scared they are trying to take my home.
Company Response:
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in a Covid-19 mortgage forbearance plan for 12 months and began repaying the mortgage in XX/XX/2021. I made my first mortgage payment online using the one-time online payment option, URL is https : //www.mrcooper.com/servicing/payments/onetime/new. However, now that I am in the repayment plan, that link no longer is functional, and I am no longer able to make payments online. The payment links on their website simply do not work and I can not get any help from their customer service department as to why it is not working. My loan was transferred from the previous servicer after I applied for mortgage forbearance and this new company, Mr Cooper, has just been an absolute nightmare to deal with. I need to make my mortgage payment but it feels like they are purposefully setting me up to fail.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A