Date Received: 2021-05-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted claim # XXXX on XX/XX/XXXX and in the response, I received an apology for the companies negligence in providing detailed and accurate information. However, in the claim, the company provided inaccurate information yet again in the manner in which I am to sign the modification documents ( spouse is XXXX and signing via XXXX ). I signed just as Mr.Coopers legal team placed in writing and I also signed underneath it with my husbands middle initial included. Now, once again, Im told that this is inaccurate and that the documents must be signed yet again! Ive been told several different ways to sign and I know that anything In writing supersedes all other forms of communication. Their response to the CFPB tells me to sign my name XXXX of XXXX XXXX. Being that I was a former XXXX XXXX and a XXXX XXXX, I signed the way it was indicated on the response and the same manner below it but included my husbands middle initial. Now, Im told again that it is incorrect! Im constantly getting voice mails and calls because their departments dont speak and I was also told that my documents should be received as an exception due to yet another error on their part! I received a call on Sunday, XX/XX/XXXX and was informed that I would receive a call the next day but this didnt happen. I sent an email to XXXX XXXX on XX/XX/XXXX, received a call on XX/XX/XXXX, and was informed that he would reach out to me that afternoon after submitting for an exception with his AVP. It is now XX/XX/XXXX and there has been no resolution. What could possibly be so difficult? Are they forcing me to go through with the scheduled XXXX on Saturday and refusing to reply? Ate their intentions to further stress me and prolong my Mortgage and cause me to be in default? Are they nonchalant and think that nothing can be done to their company and its ok to treat their customers like this? What? Im stressed and losing sleep while they continue to give bogus information and zero resolutions. Will you please help! Why is it ok for me to suffer due to their incompetence?
Company Response:
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I contacted XXXX XXXX XXXX Mortgage Professional at Mr. Cooper mortgage company about a refinance of current mortgage. After figuring my current income and debt and checking my credit he said I was eligible for a refinance loan. He even told me that he would be able to up gross up my social security income if needed. He told me how much my new loan would be and the interest rate for it. He encouraged me to have an appraisal of my property so that I may be able to eliminate or lower my mortgage insurance payment. That same day I e signed documents, sent income statements and agreed to a credit report. XX/XX/XXXX he updated my disclosure information and said they were " ready to move forward ''. He said that I would be contacted by the appraisal company to pay {$460.00} and set up an appointment. At no time did he lead me to believe that I would not be approved and that I wouldn't need the appraisal. He never told me he had XXXX ( XXXX XXXX XXXX ) findings to approve the loan. XX/XX/XXXX I received the form to apply for and pay for the appraisal. XX/XX/XXXX XXXX XXXX, loan officer contacted me that she would be completing filling out the forms for the application. XX/XX/XXXX & XXXX, XXXX I completed all requests to explain credit reports issues such as why I had inquiries due to my looking for a car loan. All other issues were answered. She had the appraisal information. She never led me to believe that I didn't have enough income or debts that would eliminate me from being able to get the new loan. She said that my loan had been " conditionally approved '' XX/XX/XXXX I received a discloser document that I had been turned down for the refinance loan due to insufficient income to debt and requests to the credit bureau It also said I had " excessive obligations ''. I was devastated by this decision. I only have the mortgage, HOA, small car loan and two credit cards. I have contacted XXXX XXXX and XXXX XXXX by email and have gotten no response. I am a XXXX year old widow of a XXXX veteran and feel that they took advantage of me by not telling me from the beginning that I would not qualify for the loan and got {$460.00} from me for an appraisal that I did not need.
Company Response:
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am trying to refinance my house with another company. We were on a forbearance plan and have made the last three months of our mortgage payments. We only deferred two monthly payments. I have called Mr. Cooper several times and asked for a forbearance closer letter. The say they cant give it to me, that only one person can but no one can get a hold of her. They say she is my Dedicated Loan Specialist. XXXX XXXX. They have no direct number to her and no email for her. All I need is a letter that everyone says they know what it is, but cant give it to me. I need a forbearance closer letter.
Company Response:
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Initially submitted a complaint with the CFPB due to lack of help from MR Cooper in regards to help a few more months. Company giving me names of people to contact within the company and none returned calls. Im a XXXX veteran awaiting retro payment from the VA in excess of XXXX. Payment should be deposited by end of XXXX. Mr. Cooper has been calling me in excess of twice a day over the past 4 days with no messages left. If these people left a name and number Id call them back and explain the situation. Im finding these calls with no messages kind of harassing, just leave a message and Id call you back.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Nationstar Bank has failed to close the satisfaction of mortgage and is preventing me closing on a home. Mr Cooper the server, have also failed to complete and register the title, failed to close out the title to the previous owner.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is regarding my escrow account. Mr. Cooper made incorrect disbursements for the XXXX tax year and failed to return the excess amount totaling {$9400.00} ( details below ). There are four disbursements for the tax year XXXX : MUD taxes for the amount {$2200.00} dated XX/XX/2020 , County taxes for the amount {$5100.00} dated XX/XX/2020, Mud taxes for the amount {$470.00} dated XX/XX/2020 , County taxes for the amount {$1100.00} dated XX/XX/2020. The published appraisal/amount due in XXXX for County taxes and MUD taxes are {$1100.00} and {$470.00}, respectively. The disbursements made on XX/XX/2020 match these amounts owed. The other two disbursements however, in the amounts {$5100.00} and {$2200.00} ( for a total of {$7300.00} ), are not reported as received or processed by the county tax office after contacting them directly, yet remain deducted from the Escrow balance. These payments were mistakenly made on Mr. Coopers part and should be refunded to the account. This is my second complaint regarding the issue ( see Case Number XXXX which was closed without resolution ). Following this complaint, Mr. Cooper provided a ledger for the account which clearly showed disbursements made in the incorrect amounts IN ADDITION TO a remaining Escrow balance of {$2100.00} for 2020 totaling {$9400.00} ( the aforementioned value of {$7300.00} + {$2100.00} ) I would expect to be refunded. I have contacted Mr. Cooper via phone customer support 5 times regarding the issue with no replies ( I am told to allow 7-10 business days and have not received one reply ). I have contacted Mr. Cooper via online messaging customer support 3 times with no resolve. I have previously reported the issue to the CFPB which was closed pre-maturely. I have contacted a customer relations specialist for Mr. Cooper and their investigation team directly - I was told to allow 30 business days for a resolution - today marks 40 days. THIS IS UNACCEPTABLE.
Company Response:
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we refinanced through a XXXX XXXX recommendation for XXXX. The loan process was filled with mistakes. During the closing the notary kept mentioning Mr Cooper we kept saying no, XXXX was our provider. Now, XX/XX/XXXX, we know that we are part of a fraudulent process of application by XXXX, XXXX XXXX XXXX an Nationstar dba/MrCooper to extend payments for extra interest and to under fund escrow accounts. In XXXX we were advised by mail that the loan was transferred from XXXX to The XXXX XXXX. Around XX/XX/XXXX, we were informed that our loan was being transferred ( for a second time since our refinance in XXXX ) from XXXX XXXX XXXX ( from XXXX ) to DBA Mr. Cooper and advised us of the effective date, XX/XX/XXXX and provided an account number. On XX/XX/XXXX we were informed that the account number provided was incorrect and that the correct account number was XXXX. We immediately reached out to XXXX XXXX XXXX to request this update in writing. It was never provided. After a week of not receiving we contacted MrCooper. They had no record of our account and couldnt verify any of our information and to call back. Not to worry we didnt have to make a payment for up to 60 days. But of course wed have to pay the interest. We set up an electronic payment with XXXX XXXX XXXX. There system kicked out the account saying theyd have to mail a paper check for an incorrect account number. We then made several calls between XX/XX/XXXX and XX/XX/XXXX to Mr. Cooper to work to obtain accurate account and payment details. Each time, we were assured that we were in good hands, payments made would be credited on the date intended and that I was not to worry about being late in the first 60 days. I advised, each time my concern about the interest you are accruing while holding my payment I have no intention of deferring payments and will continue to pay my amount due and more with each payment. No one could access my account, however on one call, I was provided my true correct account number XXXX. Again XXXX stated Dba/MrCooper would not accept that account number and on XX/XX/XXXX mailed them a paper check because it would not be accepted. Around XX/XX/XXXX my payment was STILL not applied. I called again, was assured again, the account number as correct and to not worry about my payment. XX/XX/XXXX, I call again, this time they can access my account, however the account number is actually XXXX. I have again updated my banking details, again, I get an error from the bank. That day I submitted a research request providing documentation of the errors, the payment, the mailed payment and multiple phone calls. No acknowledgement from MrCooper that it was received or being researched. Today I received a notification from XXXX that they received an inquiry of a lost check, that it would be stop paid and that my mortgage payment was NOW LATE!! These two banks who both transmit funds as a business can not process the payment and credit for the day it was intended. This is FRAUD! They are providing incorrect information preventing me from making on time payments. I have again paid the payment and received a notification today it will take 48 hours to post. This is FRAUDULENT. Also today, MrCooper advised that they have paid my Homeowners Insurance that I just paid at closing. The next payment is not due until XXXX. This will underfund my escrow and we know what will be next an increase in payment to fund escrow. Please help. I would like my overpayment of insurance returned to escrow and my interest credited for my first payment of {$3500.00} as of XX/XX/XXXX NOT XX/XX/XXXX or XXXX. I believe that their business practices should be investigated to the full extent of your authority.
Company Response:
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We refinanced our home and the loan was sold to Mr. Cooper. During this time, we purchased a lot behind ours so our green space would not be sold and developed. Our lot will increase by .1837 acres. We paid cash for this less than 1 acre of land. We sent paperwork to Mr. Cooper to include this PAID FOR LAND onto our deed ; thus making the property worth more than what they financed. I have been in contact with several different people about this addition to our mortgage. I have had a lawyer contact them. Mr. Cooper is requesting an appraisal of our total property which is an undue burden on us. An appraisal was not necessary when we refinanced, so why should it be necessary for an appraisal now? I did not request my loan to " sold '' to Mr. Cooper, they were not my choice. I sent all the necessary documents to Mr. Cooper and the lawyer sent documents also. There are at least 4 other household affected by this company. There are about 80+ properties affected by this buy out. Only Mr. Cooper is requesting an appraisal. This appraisal is going to cost about {$1500.00}. Then we will have to pay an additional fee to have it added to our deed. This is a ludicrous demand, causing a financial hardship and massive amount of additional paperwork. I started this paperwork process back in XXXX. They took their time getting back to me. I phoned several times, I finally got in contact with a supervisor who agreed this seemed overboard. I have a trail of emails from me and my lawyer attempting to resolve this matter. I have had to pay out of pocket for the lawyer and can't believe this demand being made by Mr. Cooper. It is a very simple process, I have sent all the supporting paperwork and gave my lawyer 's name for additional questions. Not only have they demanded an appraisal, they have been very bad about contacting me and my lawyer back. This is now XXXX and I have been trying to get this resolved since beginning of XXXX. I am extremely frustrated and discouraged. I do not understand the need for an appraisal for such a minute addition of paid for land ; especially when there was not an appraisal needed for the refi. I know there has been at least one other land owner that has contacted you about this company. Thank you for your prompt attention to this matter, you have at least one other complaint so far. I have retained a trail of emails, I don't know how to copy/paste these but will be glad to forward them.
Company Response:
State: CO
Zip: 80132
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper is up to its old tricks again of force placing flood insurance despite having been provided the evidence of coverage in a timely fashion!!!!! THEY FORCE PLACED FLOOD INSURANCE AT A COST OF On XX/XX/2020 we made your Condo Flood Insurance payment of {$850.00} to XXXX XXXX XXXX HOWEVER, THIS IS A CONDO FOR WHICH THE ASSOCIATION PAYS ON A TIMELY BASIS AND FOR WHICH I HAD UPLOADED THE CERTIFICATE TO MR COOPER IN A TIMELY BASIS!!!!! THIS NEEDS TO STOP!!! THESE PEOPLE CONTINUALLY ATTEMPT TO GAIN UNEARNED REVENUES VIA THESE INSURANCE GAMES!!! IF THEY DON'T FEEL THE CAN GENERATE SUFFICIENT REVENUES VIA SERVICING THEN THEY NEED TO GET OUT OF THE BUSINESS ALTOGHETHER!!!!
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am yet another customer affected by Mr Cooper 's payment system issue, however it seems that I may be in the minority who have yet to receive the refund. My mortgage loan was transferred from XXXX to Mr. Cooper on XX/XX/XXXX. After loan setup, I made the XX/XX/XXXX Mortgage payment via their website on XX/XX/XXXX. This payment went thru smoothly, however they deducted an extra payment from my on XX/XX/XXXX. I received their notifications regarding the error in payment processing and I thought it would be rectified shortly. My account was actually credited my amount, however they debited the same amount on the same day ( XX/XX/XXXX ) therefore cancelling my refund. I then thought may be the extra payment will be applied towards XXXX mortgage bill, however they deducted another payment on XX/XX/XXXX. I have called them several times and sent several emails and all I have received is canned responses and I have yet to receive a concrete answer when I will be refunded my money. I have started a dispute with my bank, XXXX XXXX, however they are slow to respond as well. Today is XX/XX/XXXX and they are still holding an extra payment and I have no timeline when it'll be refunded. Here is a clearer synopsis of the events that transpired : XX/XX/XXXX : I made payment to MrCooper XX/XX/XXXX : Unauthorized payment taken out of my account XX/XX/XXXX : Extra payment refunded to my account, however XX/XX/XXXX : 2nd unauthorized payment taken account again XX/XX/XXXX : Autopay payment for XXXX mortgage taken out. Please help in any way that you can.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A