Date Received: 2021-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A tree fell on my house XX/XX/2020. An insurance claim check was issued and I unknowingly deposited the check into my account. The check is in a holding account at XXXX Bank and Nationstar ( Mr.Cooper ) refuses to endorse the check after numerous attempts. Each time I spoke to a representative, I was informed that I needed to provide more documentation, each time it was a different document. After reaching out to my Bank and insurance adjuster, they tried working with Nationstar going so far as to speak to one of their representatives. After each contact with the mortgage, I was told by my insurance company and my bank that everything should be resolved. Now I am dealing with the mortgage company refusing to fill out the acknowledgment, release, allonge documentation, Im being told the bank should fill out the document and submit. The bank is telling me they do not fill out that particular documentation because they are not payees on the check. This has been going on since XX/XX/2020. I am exhausted trying to get this issue resolved.
Company Response:
State: GA
Zip: 30680
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I overpaid on my mortgage payoff in XX/XX/2021 by {$2800.00} and Mr. Cooper is not giving me back my money. It is now the end of XX/XX/2021. I have called them twice and each time they said they are sending me a check. No confirmation number or anything to track that they are doing something so I have no way of knowing whether they are telling the truth. What kind of recourse do I have to force them to give me back my money? Thank you.
Company Response:
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Closing disclosure stated the funding transfer date would be XX/XX/2021. However, it it now XX/XX/2021 and we have not received funds. Called on XX/XX/2021 right before XXXX and spoke with XXXX XXXX and was told funds would be transferred on XX/XX/2021. Have called and emailed to no avail. They are intentionally withholding our funding after we have been through the three day waiting period. We are under the impression this is to collect interest on that money for as long as they can, before they send us the funding we agreed to in the refinance agreement. We can't get calls back or updates. We have had to pursue getting this done and done correctly, this entire time. Never once have we been made aware of an issue before we have to call wondering why something isn't done. We have construction crews on hold until we get these funds, for our remodel. My mother has stage XXXX XXXX XXXX and we will be leaving at the end of XXXX to visit with her and the timeline for our renovation keeps getting pushed farther and farther out because Mr. Cooper is refusing to release the funds that they owe us. It is getting pushed to the point where we will likely have to delay until after our visit with her because they won't be able to get inside our home, without us there.
Company Response:
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage on my home in XXXX, Virginia is serviced by Mr Cooper. I've been using my XXXX XXXX bill payer service for several years and it pays my mortgage automatically and electronically on the last day of the month ( one day before the due date ). I have never been late on a payment. On XX/XX/2021, my bill payer submitted the {$3100.00}. I noticed on XX/XX/XXXX, the payment had still not been cashed, so I called Mr Cooper. They told me there was a problem that Mr Cooper was having with electronic payments over {$2500.00} and they requested that bill payers submit a paper check. On XX/XX/XXXX I called Mr Cooper again and they verified they had received the check from XXXX for my payment, I've been calling Mr. Cooper every week since then and it still has not been cashed. When I log into my account at Mr Cooper on line, it says I also now owe {$120.00} in late fees. My last call to Mr. Cooper last week, I talked to " XXXX '' in the escalation department and he assured me there would be no late fee assessed and that there would be no report made to credit bureaus as it was their mistake. He also assured me that the check would be cashed by XX/XX/XXXX. This morning, XX/XX/XXXX, I checked my XXXX account and the check still has not been cashed. I have also checked with XXXX and the check has not been returned. I have now emailed XXXX at Mr. Cooper to notify him the check has not cashed. I am concerned that Mr. Cooper is never going to cash this check and that it will be reported to credit bureaus.
Company Response:
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I sent in my check for my mortgage payment in XX/XX/2021. There was an issue reading the check numbers written and Mr. Cooper was unable to process full payment. Mr. Cooper never notified me of the problem till the following month. Once I was notified of error I resubmitted payment. They waived the charge of the late fee because they never contacted me on issue. A few months later my credit score went down and I found out Mr. Cooper reported me as a late charge which was incorrect. I called Mr. Cooper and they told me to send and email and they would undue the hit on credit score. I have emailed them 3 times and no response. Manager at Mr. Cooper said it has to go through email and nothing they can do.
Company Response:
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I sent in my check for my mortgage payment inXX/XX/XXXX There was an issue reading the check numbers written and Mr. Cooper was unable to process full payment. Mr. Cooper never notified me of the problem till the following month. Once I was notified of error I resubmitted payment. They waived the charge of the late fee because they never contacted me on issue. A few months later my credit score went down and I found out Mr. Cooper reported me as a late charge which was incorrect. I called Mr. Cooper and they told me to send and email and they would undue the hit on credit score. I have emailed them 3 times and no response. Manager at Mr. Cooper said it has to go through email and nothing they can do.
Company Response:
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to Mr. Cooper from XXXX on XX/XX/2021. The loan is in good standing and came over in good standing but with an incorrect monthly payment amount which has caused misapplied payments, an incorrect escrow balance and an incorrect loan balance. I have spoken to six ( 6 ) different Representatives and your Escalation Department but the errors and mistakes continue to exist. This has been going for over 45 plus days since the loan was transferred to Mr. Cooper. Ive contacted Mr. Cooper by phone, I spoke with a XXXX on XX/XX/XXXX, I spoke to a XXXX on XX/XX/XXXX, I spoke to a XXXX and XXXX on XX/XX/XXXX, I spoke with XXXX XXXX on XX/XX/XXXX and XXXX XXXX on XX/XX/XXXX and continue to email XXXX XXXX XXXX for updates. All this has resulted in nothing, no action taken to correct my balances by Mr. Cooper. By their own admission, loan activity review and verification by each Representative the balances are incorrect. My monthly loan payments are made on time but are misapplied each month to the principal, interest and escrow. And still Mr. Cooper has taken no action to rectify these errors and mistakes since the loan transferred on XX/XX/XXXX. I sent a letter to correct the errors and mistakes on my loan. They only corrected the amount for XXXX on XX/XX/XXXX but not the misapplied principal, interest or escrow balances for XXXX and XX/XX/2021. I was told if there were any misapplied payments they were done. Here are the details for the adjustments and corrections. Prior to Mr. Cooper taking over loan servicing, payments were made to XXXX for the projected escrow shortage. These payments were made prior to XX/XX/2021 in the amount of {$140.00} reapplied on XX/XX/2021 from date of payment on XX/XX/2021, {$140.00} on XX/XX/2021, {$1000.00} on XXXX and {$670.00} on XX/XX/2021. The total amount paid for the escrow shortage was {$1900.00} and all this was not applied to the escrow appropriately. The XXXX payment was made to XXXX on XX/XX/2021 in the amount of {$2300.00}, the extra {$140.00} should have been applied to principal. The XXXX payment was made to Mr. Cooper on XX/XX/2021 in the amount of XXXX, the extra {$140.00} should have been applied to principal.
Company Response:
State: GA
Zip: 30017
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: [ Mr Cooper cancelled my next to final automatic payment without adequate notice to me, then billed me for a late fee on my final payoff quote. They also reported me as late to the credit bureaus lowering my FICO score by 99 points. I suspect that this may be a deliberate and systematic pattern of abusing all customers enrolled in automatic payments who are nearing final payoff. Below is a copy of the letter I sent to Mr Cooper. They rejected my argument. ] XXXX Dear Mr Cooper : I disagree with your determination, and would like you to follow through on the agreement that I reached with your agent on the telephone.
My loan is now paid off. I was enrolled in automatic payment. Mr Cooper cancelled my automatic payment for the month prior to my final payment. Mr Cooper did not tell me that my payment was cancelled. Mr Cooper did not have a valid reason to cancel the automatic debiting of my checking account for the payment due in the month prior to my final payment.
Your agent told me on the telephone that My Cooper agreed with me, and would waive the late fee ( I was NEVER late, except for this mistake made my Mr Cooper ). The agent told me that Mr Cooper would send me a check for the late fee refund. The agent told me that Mr Cooper would report that the late payment was Mr Cooper 's error to the 3 credit bureaus, and that I was not at fault.
1. I never received the late fee refund I was promised 2. Your determination that it was my fault for missing the payment is not correct.
Please send me my late fee refund check immediately and please report that the missed pament was Mr Cooper 's error to the 3 credit bureaus immediately.
If necessary, please escalate this to your manager and review all phone and written correspondence. I hope to hear from you very soon.
Thanks,
Company Response:
State: CA
Zip: 95032
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX Open case no response, I contacted the company, as to their response, no feedback. Plus the entire process has not been answered. I asked as to why I wasn't told by Mr. Cooper, that I would be subject to a penalty and loss of VA eligibility, as well, as receiving documents of the end result. I received neither. This company, is continuing to discredit Veterans, and owes me a proper answer, not some XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I became the successor of this property/mortgage and I was about to payoff this loan but received a XXXX increased amount more than the balance of XXXX but XXXX. I contacted Mr. cooper several times to request the records and an explanation of why and where did they get a XXXX increase ; they keep saying it was a loan modification done by the deceased borrower. They haven't and won't give me the itemized breakdown of the loan modification from XXXX XXXX. I need your help in resolving this horrific problem. We want proof, the itemized breakdown of the payoff, and the modification when it was done. They also told me to contact the previous lender to get the paperwork, which is crazy and I tried but it appears it is not a mortgage company or someone who service loans. I am very concerned that they ripped off the deceased client, something is not right. I just want clarity and the truth.
Company Response:
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A