Date Received: 2021-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe that my mortgage company owes me {$870.00}. I requested a payoff statement in early XX/XX/2020. I received the payoff statement in mid-XX/XX/2020stating that the mortgage payoff would be {$870.00} if paid by XX/XX/2020. The payoff statement declared that there were only two acceptable payment methods. A direct wire transfer or a cashiers check. I chose a cashiers check which, as instructed, I mailed to : Mr. Cooper, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, TX. It was sent certified mail on XX/XX/2020 and was received by the above address on XX/XX/2020 according to the USPS. When I reviewed my checking account, I noticed that my monthly mortgage payment, of {$1000.00} had been deducted via autopay on XX/XX/2020. On XX/XX/2020, I received two checks from Mr. Cooper. One for my remaining escrow account balance of {$710.00}. The second check for the difference of my autopay mortgage payment and the certified check equaling {$170.00}. The payoff amount of {$870.00} was deducted from the automatic checking account funds transfer of {$1000.00} not from the cashiers check of {$870.00} that to my understanding was the only acceptable method of payment for a payoff as per their payoff statement, So I believe that the {$870.00} is unaccounted for and is owed to me.
Company Response:
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage information : Lender/Servicer : Mr. Cooper Loan Number XXXX I recently received a letter from my mortgage company dated XX/XX/XXXX and received on XX/XX/XXXX which states " Our records show that your hazard insurance expired, and we do not have evidence that you have obtained new coverage. ( in bold ) Because hazard insurance is required on your property, we plan to buy insurance for your property. You must reimburse us for any period during which the insurance we buy is in effect but you do not have insurance. '' On XX/XX/XXXX I had my evidence of insurance faxed to Mr. Cooper and I called them at XXXX XXXX on XX/XX/XXXX I spoke to XXXX to notify them that I have insurance and evidence was faxed and to not buy insurance on my behalf. I asked XXXX to put detailed notes on my file. On XX/XX/XXXX at XXXX XXXX I contacted XXXX in customer service and she confirmed that they received my evidence of insurance and that my account has been updated. I requested a follow-up letter to be sent. She informed me that she is not capable of sending a letter. I asked for her manager who wasn't in work yet and would call me when she arrived. Her name was XXXX XXXX and she never called me. On XX/XX/XXXX at XXXX I called customer service and spoke with XXXX XXXX He understood the situation and told me he would patch in the escrow department, specifically the hazard department and I spoke with XXXX. XXXX confirmed insurance will not be purchased but she " can't '' send a letter confirming. I explained that the letter Mr. Cooper sent me specifically stated that they plan to buy insurance and that I require a letter stating they are not going to buy the insurance. She told me that it's policy not to send a letter. I hung up on her. My concern is that someone in the organization may pick up the file and mistakenly purchase the insurance and all I have is " he said, she said ''. I think a brief letter stating that Mr. Cooper will not be purchasing the insurance is a reasonable request and my protection. I tried contacting the executive offices but you can only be switched to customer service or the line automatically hangs up. There is no other contact information for any of the management team as Mr. Cooper management has no inclination to be bothered by their customers. If I had the option I would get rid of Mr. Cooper as fast as possible. Can you please assist me in receiving a letter from Mr. Cooper stating that they are in receipt of my evidence of insurance and hazard insurance will not be purchased on my behalf. Thank you for any help you can offer. Sincerely, XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We refinanced our home with another lender. When we closed the current lender Mr. Cooper and new lender XXXX XXXX both paid the XX/XX/2021 taxes. XXXX paid the taxes because the lender stated they paid them on XX/XX/2021. The county did not have any record of the funds. Since this was not paid, XXXX paid them. I contacted the county of XXXX and was advised the payment that was received was from the new lender, XXXX XXXX. The funds from Mr. Cooper were not received until XX/XX/2021. Since the taxes had already been paid they rejected the payment and sent it back to the Mr. Cooper. I then called Mr. Cooper on XX/XX/2021 and was told they would send the refund within 2 weeks. It was not received. I emailed them on XXXX XXXX through their website and was provided incorrect information. I then emailed again on XX/XX/2021 to the complaint department to receive a letter stating they will respond on XX/XX/2021. They have held my escrow refund since XX/XX/2021.
Company Response:
State: CA
Zip: 92223
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XX/XX/XXXX Nationstar d/b/a Mr. Cooper has made it very difficult and impossible to resolve my mortgage problem. They have prolong the court hearing for NO REASON by stating DOCUMENTS INCOMPLETE. Which they original stated were turned in via Mr. Cooper website. I was kept in foreclosure and the fees tripled and the ROBO calls kept coming even though NO ONE would every pickup. I have written letters both to Mr. Cooper and other agency regarding in unfair treatment of this company. HUD and CFPB and XXXX XXXX. before COVID and even during this company has harassed me to send money without even giving me documents or legal counsel. We were in mediation and out of the blue I was getting calls from Mr. Cooper to sent in money. Your HELP will be greatly appreciated. Thank You FYI XX/XX/XXXX State Of Connecticut - Attorney General XXXX XXXX Settled past violations that affecting thousands of Mr. Cooper customers ( {$86.00} million ) This is my 3rd complaint I have filed regarding this company!!
Company Response:
State: CT
Zip: 06610
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar, dba Mr. Cooper did not post my XXXX mortgage payment to my account even though they cashed the check and it cleared my bank. I notified them and they still did not fix the problem. They then applied an autopayment for XXXX to the open XXXX payment. They then reported me to the credit agencies and my credit score plunged from XXXX plus to XXXX. I was not notified and did not find this out until I was applying for a car loan on XX/XX/XXXX and denied credit. When I contacted the Mr. Cooper again they told me if I did not pay over the phone they would be taking further action. I paid over the phone along with a penalty. Now they are telling me they did not cash the check? Even though customer service has the cancelled check - they can't fix the problem. It gets referred to XXXX - they will not talk to me.
Company Response:
State: FL
Zip: 33435
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, I refinance my home through a XXXX XXXX recommendation for XXXX. XXXX sold the loan in XXXX to XXXX XXXX XXXX. XXXX XXXX XXXX sold the loan to Nationstar Mortgage LLC d/b/a Mr. Cooper. This is a criminal enterprise. The private notary that closed the XXXX loan locally was aware that the loan would be sold to Mr. Cooper. I have been provided multiple loan numbers for the Mr. Cooper account. Today, XX/XX/XXXX, I was provided another number, XXXX. They are preventing from making electronic payments through XXXX XXXX XXXX online banking. They are claiming, that they are not receiving payment. Payment, that I have proof was mailed. I called repeatedly, including on XX/XX/XXXX. During that conversation, the agent requested an email address, that was already on file with my mortgage paperwork. Since that time I have received a daily email, harassing me over one thing or another. One of the first emails was " confirmation '' of a conversation that was never had regarding homeowners insurance. My XX/XX/2021 insurance to XXXX XXXX was paid XX/XX/2021 and was a long drawn out process with XXXX. Mr. Cooper notified that it had not been paid and illegally removed funds from my escrow, double paying my XX/XX/2021 XXXX XXXX premium, underfunding my escrow, which could lead to increasing my payment. Today, I received a letter dated XX/XX/XXXX, from Mr. Cooper stating that my hazard insurance had expired and that they were purchasing insurance on my behalf and that it may be at a higher cost and provide lower coverage. Which is it? Did they pay my XXXX XXXX policy twice or were they purchasing other insurance? They are CRIMINALS! I contacted XXXX XXXX they have refunded the overpayment of my homeowner 's insurance to me, again, this causes my escrow account to be under funded and allows Mr. Cooper to raise my payment. This company needs to be investigated and closed down.
Company Response:
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was the victim of predatory lending scam in 2005. As a result of the high mortgage payments, I fell behind on the mortgage. I was eventually able to refinance the mortgage about ten years ago. I was informed I have no equity in my home, although I have been paying the mortgage for 16 years. I do not understand how this is possible.
Company Response:
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar DBA Mr. Cooper has unethical accounting practices to attempt to mislead the courts when a client files a Chapter XXXX bankruptcy repayment. I have been attempting to resolve a matter related to an accounting error in a ledger Mr. Cooper shares with its local attorneys at XXXX XXXX since Fall XXXX. it appears that every three to six months this error in a ledger just continues to pop back at XXXX XXXX to increase fees and attempt to misleading everyone reviewing the finding. I have had to file several complaints with the Consumer Financial Protection Bureau ( CFPB ). Anyone reviewing the complaints will see that Mr . Cooper has only provided attempts at misleading information to favor them. Just be advised this company knows which states to pull these misleading practices. Review fines paid to the CFPB over the last 10 years, It has been investigated and noted that the accounting system for Mr. Cooper does not accurately account for most bankruptcy repayment cases. See ledgers. If compared Mr. Cooper 's attorney could have this matter corrected asap. But it appears that misinformation and additional fees are what both parties want. I have provided receipts dating back to XX/XX/2019. Still, no one at XXXX XXXX or Mr. Cooper is willing to correct this error in accounting. Please compare the realigned ledger with the ledger emailed by XXXX XXXX. You will see that one incorrectly placed line in an excel ledger can cause cascading errors in accounting. It is important for all bankruptcy repayment plan clients to review their statements in fine detail for accounting errors and additional charges. Attachments : - realigned payment sheet - XXXX reply letter XXXX - XXXX XXXX XXXX ** Please note this response letter was sent to my attorney 's office after I requested the status of correction of errors in the ledger. ** Please review my complaints with CFPB for Mr. Cooper at least two have gone unanswered ( even after 6+ months ) and at least four other attempts to provide misinformation that does not compare with the audio recording of the Mr. Cooper bankruptcy department.
Company Response:
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a wire to pay off my mortgage with Mr. Cooper on XX/XX/21 per instructions I received by email from Mr. Cooper. And they have still not released the lien. I called them on XX/XX/21 and spoke with XXXX, she said she emailed the lien release dept. and she would call me back in a week to 10 days. Never heard back from her. I called on XX/XX/21 and spoke with XXXX. She also emailed the lien release dept. I called on XX/XX/21 and spoke with XXXX. She transferred me to XXXX in the escalation dept. who confirmed that the mortgage was paid off on XX/XX/21, but that the lien had not been released yet. She also emailed the lien release dept. In addition to this problem ... I can't even tell you how many times I had to call them to have them correct the additional principal payments that were made. Needless to say, my experience with Mr. Cooper has been frustrating.
Company Response:
State: KS
Zip: 67212
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This goes back a number of years. In XX/XX/XXXX, my wife almost passed away from XXXX, a XXXX XXXX that would have been fatal if not treated. Up until that time we were on time with no problems. We struggled, but with third party intervention we were helped. Three years later, I almost passed away due to treatments for XXXX XXXX XXXX in both legs. A XXXX XXXX was found in time to prevent it from going to my XXXX. I've had XXXX XXXX since then. I can get the medical records for all of this. We were able, with the help of another third party, to get some modification. We never really spoke to anyone in the company in any kind of civil manner. We spoke to different people every time we called. They tell us that there is a dedicated loan specialist to help us, but we never speak to him/her. They are split between Texas and Arizona. No consistency. I had gone back to work before the pandemic hit. I believe we had contacted the company before this to maintain our modification, then COVID-19 hit, my building was closed, and I will not be going to work until XXXX. We were given a forebearance, which said that we weren't required to pay anything during that period. WE HAVE BEEN MAKING PAYMENTS THAT CAN BE CHECKED ON BANK STATEMENTS. I do not know if they have given us any credit for doing this. I also understand that Mr. Cooper was sued by a number of states ( including mine ) for unfair practices, and settled with those states. We want to stay in our home and would like to work out some sort of settlement. I have a XXXX and XXXX year old. This is the only home they know. Finding out now that this company settled a lawsuit rather than challenge it gives me hope that they, or someone will help us. Also, they never asked for any financial information from us
Company Response:
State: CT
Zip: 06854
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A