Date Received: 2021-05-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: since 2019 of XXXX when i have been struggling to pay on my mortgage XXXX has at every step of the way done things that have been intentionally misleading and deceptive : 1 : list a post office box, fax number, and email were correspondence is presumed to be received in a reasonable amount of time but makes zero mention of a lag so if there is a due date of the XXXX and the documents are received on the XXXX depending on where the day falls it could be technically be thought of as late cause it takes so long for them to go through all the submittals from their customers. There is no instances where this is stated in the contract cause 2 : When asked about the act 91 notices that are specifically tailored for Pennsylvania Nationstar only provides vague documents that satisfy company requirements and some attorney think tanks legal ambitious loophole so the actual agencies that need these documents will reject the consumer morgatee cause the document needs to be specifically nuanced in a way that it shows the need for this subsidy 3. When applying for a modification Nationstar changes the criteria even after the method and requirement is already established 4. they offer disingenuous rhetoric guised as customer service and provided phone numbers to nowhere so can vent on the voicemail only to have nobody of importance to call you back 5. since inception i would send correspondence to this company only to have it rejected because they claim they are inundated with so much traffic it takes 3-5 business days for them to disseminate the information only to tell you it wasn't received even though it was electronically timed stamped days prior before the agreed due date and there is nothing with language within its modification or the contract that states that correspondences are subject to clerical or work force lags .. ridiculous
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received an email from Mr. Cooper Mortgage Lender letting me know that my home loan from XXXX XXXX had been transferred to Mr. Cooper effective XX/XX/XXXX. The email itself contained a sentence in bold letters that read, Rest assured, the terms of you loan remain the same. The terms of my loan, when it was transferred to Mr. Cooper was to have Fixed Interest, no Escrow Account and no Homeowner 's Insurance. In XX/XX/XXXX, I received a letter from Mr. Cooper saying that I owed my homeowners insurance. On XX/XX/XXXX, I called customer service and explained the situation. The customer service operator read my loan paperwork and agreed that I pay my own insurance. On XX/XX/XXXX, I received a letter from Mr. Cooper saying that there was a twenty-eight-cent shortage on my escrow account and starting XX/XX/XXXX my New Mortgage Payment would increase by ten-cents. On XX/XX/XXXX, I called customer service and explained the situation. The customer service operator read my loan paperwork and agreed that I pay my own property taxes however they couldnt help me over the phone? I was asked to email the Escrow Specialist at XXXX On XX/XX/XXXX, I emailed the above link, I explained the situation and asked to have the new projected escrow removed ( it's been over 30 days and I haven't heard back from them ). I recognize that a ten-cent difference on my mortgage is pennies on the dollar. Non the less, Mr. Cooper Mortgage Lender is breaking the terms of my loan regardless of the amount. I don't owe that mortgage company a penny more that what the terms of my loan are. If this mortgage company can break the terms on the loan of person who Does Not have an escrow account, it make me wonder how much more they are charging customer who Do Have an escrow account? In XXXX, California Attorney General XXXX XXXX reached a settlement against Nationstar Mortgage, which does business as Mr. Cooper because the mortgage servicer engaged in unlawful practices. Loan modifications was among the unlawful practices. This settlement was supposed to send a strong message that excessive fee or the harmful practices were not going to be tolerated. Im not sure that Mr. Cooper Mortgage Lender has changed their ways.
Company Response:
State: CA
Zip: 91911
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is about Mr. Cooper, AKA Nationstar Mortgage. In the spring of 2020, we applied for and received forbearance due to the pandemic. Our trouble started when we began trying to bring the loan back out of forbearance. First, we could not get a straight answer about what kind of repayment plan we were entitled to. After a couple of months we got a modification plan approved and submitted three test payments. At that time I submitted an additional payment online to cover an outstanding escrow amount, so that it would not be rolled in to the new principal amount of the loan. This payment vanished into some kind of " unapplied funds '' and was perhaps applied later, though we have never received a detailed accounting of this. Then in XXXX we were sent the papers to sign for the reconfigured loan. We signed and returned them immediately. We received some texts and robo-calls which my phone filtered as spam, with no messages left. There were no account messages nor emails during this time. Because I was receiving multiple calls from the same number I decided to call it back, and it turned out to be Mr. Cooper. They told me I had an amount due to " book '' the loan modification and the agent told me that it was to cover escrow payments. I asked him to tell me where my unapplied escrow payment had gone. He said he would escalate the matter and get back to me. He never called back. From this point in the story I am attaching my note log. Currently it is XX/XX/XXXX, we have sent our XX/XX/XXXX payment on XX/XX/XXXX, it was again listed as " unapplied funds, '' and we continue to get dunned about payment of the XXXX bill. Throughout the process I can never get a straight answer, and seldom get the same answer from two different representatives. And, this matter of the " unapplied '' funds that I have sent to them is inexcusable. Also, I never have spoken to the same customer service agent twice. Each person gave me different advice. XXXX in XXXX let me know that people in Customer Service are trying to be helpful but really shouldn't give advice outside their scope, as I had gotten steered wrong a couple of times. Furthermore, I was only able to call XXXX in Escalation back because I captured her direct number when she called me back. Theoretically there is a person in customer service called XXXX XXXX who is assigned to this account, and each time I have called I have first been routed to his voicemail, which always says he is not available. Any time of the day or night, not available, over an 8-month period. Frankly I suspect that he is a fictitious person, set up to make me feel some kind of " personal touch. '' I can't help but feel that if there really was a single point of contact, that person could have shepherded this situation to a satisfactory conclusion much sooner.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I requested and was approved for the Forbearance plan due to economic impact due to the Pandemic. In XXXX of XXXX I spoke to an agent to begin making payments, as I rectified my finacial position. In the conversation with agent I requested my balance be deferred, that request was approved in writing. Since XX/XX/XXXX I have had many many conversations with agents due to my account not being updated, and I have not been able to make mortgage payments. I have been referred to their escalation department on 2 different occasions, with no resolve. The last agent explained I could not have a deferred plan due to having a FHA loan. I asked why I received in writing from their company I was approved for a deferral. She had no answer. She did say my situation would be resolved and my accout would be updated, and I would be able to begin making payments. As of today, XX/XX/XXXX I still have no answser to my questions, nor is my account updated reflecting any attempts I have made to resolve this issue.
Company Response:
State: MA
Zip: 01104
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home loan was transferred last XXXX from another servicer to Mr Cooper. This spring XXXX effective XX/XX/2021 XXXX our loan was transferred to another servicer, but we have not received any information concerning the new servicer or how to pay our mortgage. When I couldnt pay my mortgage on XX/XX/XXXX, I started by checking the web site ( using my log in account ) and app for Mr Cooper, but I could not find any information about the transfer ( other than that is was transferred ). I have called Mr Cooper to get the necessary documents ( around XX/XX/XXXX ), I spoke with a customer representative and was told I would be sent the files. I found a compressed document was made available online and from the online portal I emailed it to myself. Upon trying to open the mortgage transferred informational document, I found that it was corrupted and could not be read. The automated phone service is useless and getting ahold of a representative has been painstaking, time-consuming, and ( as seen from the previous attempt above ) completely useless. I have no idea if the new servicer plans to fine me for late payments or attempt to apply some other unsavory consequences as a result of my lack of information, but I found the result, even as it stands at the moment to be completely unacceptable.
Company Response:
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My refinance loan was rejected by Processing Department based on incorrect information about two disputes that are over three years-old and/or paid in full. According to federal governments underwriting rules disputes over two years old and paid in full should be EXEMPT from consideration by the processing department. I suggest Mr. Cooper re-check their interpretation of the loan processing guidelines for these two disputes : 1. My wife 's credit report has a XXXX XXXX account ending in XXXX for {$460.00} is OVER 2 YEARS OLD and was PAID-IN-FULL 2. My credit report has nothing more than a " dispute comment '' related to the XXXX XXXX account ending in XXXX. The attached snapshot from my credit report shows a date of XX/XX/XXXX - over THREE YEARS ago! And the balance on my credit report is XXXX. In fact, this credit card account is active and current on all payments. Please also note that I contacted XXXX XXXX to initiate the removal of these incorrect dispute comments, however, I don't think there is any valid reason under loan processing guidelines for my loan to be rejected over these disputes even if they are on my credit report. These disputes have nothing to do with my creditworthiness. I have owned my home since XXXX and was never late on the mortgage for over 18 years. I have a strong income and huge equity. The underwriters keep coming back to ask for very small value items and they require conference calls with creditors to clear up trivial items. A huge waste of time and a very unprofessional company.
Company Response:
State: CA
Zip: 94609
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On XX/XX/2021 a legal Instrument was sent via CERTIFIED MAIL ( CERTIFIED MAIL # XXXX ) to Nationstar Mortgage LLC d/b/a Mr. Cooper, who is providing services on behalf of XXXX XXXX XXXX XXXX XXXX d/b/a XXXX XXXX and is considered a DEBT COLLECTOR, and was was received at XXXX XXXX on XX/XX/2021. The legal instrument gave specific guidelines and instructions on the management of the account of XXXX XXXX. I have attached a copy of the legal instrument, for your reference. It has recently come to my attention that the methods and practices used to obtain an alleged debt from I, XXXX, XXXX XXXX ( a living breathing being, operating in good faith, clean hands and not to avoid any actions against me ), are unlawful and infringe upon my rights as a living being. I do not wish to be a party to any Tax Fraud, and it is my firm intent to remain in honor. I have been in contact with Mr. Cooper Mortgage Research Center, XXXX XXXX and the XXXX XXXX XXXX XXXX in regards to the update and proper management of the account of XXXX XXXX and they have failed to make the necessary changes in regards to the alleged debt owed. I, received notice via XXXX, where Mr. Cooper and XXXX XXXX, state and imply that, Mr. Cooper and XXXX XXXX are regulated and governed under the Fair Debt Collection Practices Act and other laws and regulations. According to the laws and regulations that they state they abide by, their emails, and notices that are sent via mail and email are considered harassment, oppression and an abusive method in the attempt to falsely mislead and deceive that any debt is owed from me XXXX, XXXX XXXX ( a living breathingbeing, operating in good faith, clean hands and not to avoid any actions against me ). Even after I ask that I not be contacted regarding the collection of alleged debt, I still receive communication looking to collect on alleged debt. Mr. Cooper and XXXX XXXX has stated a debit is owed in the positive amount for the account of XXXX XXXX. How can one owe in a positive amount, when a financial institutes such as your personal local bank, shows owing in a negative integer, for example - {$480000.00}. An extension of credit was made and a finance charge, which is the SUM OF ALL CHARGES according to the laws, rules and regulations that govern previously stated companies, was paid in full at the time of purchase. These companies have taken upon themselves to invade the account of XXXX XXXX as the Original Creditor to gain financial advantages, obtain credit and other benefits, and perhaps to cause adverse consequences, by pillaging {$480000.00} from the account and charging a monthly fee for something that has already been completely paid for. NOTICE TO AGENT IS NOTICE TO PRINCIPAL and NOTICE TO PRINCIPAL is NOTICE TO AGENT, when updating the account of XXXX XXXX. As previously stated I do not wish to be a party to ANY TAX FRAUD, and it is my firm intent to remain in honor. I do not wish to be contacted or to receive any inciting intimidatinginnuendos from Mr. Cooper, XXXX XXXX, or XXXX XXXX XXXXXXXX XXXX XXXX in regards to the collection of any alleged debt that is owed regarding the account of XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In Fall XXXX I received statement from county of the new value of my house, which shows equity is now above 20 %. I notified my mortgage lender, Mr. Cooper, to begin the process to remove PMI. I continued to ask for them to initiate the process to remove PMI. After five months they finally contacted me and advised within 10 days I would be contacted by an assessor as the next step in the process. Since the mortgage lender has been unresponsive to my earlier requests I expected this 10 days to lapse without any action, so now I'm trying other means to motivate them to remove the PMI, plus now I would like XXXX past months PMI reimbursed to me. XX/XX/XXXX - Requested the elimination of my PMI. answer : your request has been forwarded to department. Then nothing. XX/XX/XXXX - Reminded Mr. Cooper I am awaiting removal of PMI XX/XX/XXXX - Reminded Mr. Cooper I am awaiting removal of PMI XX/XX/XXXX - Reminded Mr. Cooper I am awaiting removal of PMI XX/XX/XXXX - Reminded Mr. Cooper XXXX am awaiting removal of PMI. This prompted Mr Cooper to call me finally. They initiated the process for an assessor to get a value of the house. Assessor was supposed to contact me within 10 days. XX/XX/XXXX - Assessor has not contacted me. Initiating complaint to CFPB. Also informing Mr. Cooper of this complaint.
Company Response:
State: NC
Zip: 27511
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX : contacted Mr. Cooper/Nationstar to leave forbearance since that was a requirement for a refinance on another property. Paid outstanding balance and was told the system would send me an email reflecting my status of being off forbearance within 24 hours. I did get this confirmation # XXXX for the transaction. No email received. XX/XX/XXXX : {$0.00} balance showing due on Mr. Cooper website but status still showing active for the forbearance program. No email received. XX/XX/XXXX : Called customer service to see what the delay was. Spoke with XXXX, escalation specialist, phone number XXXX. He informed me that I got wrong info on XX/XX/XXXX, he attempted to terminate the forbearance again. No immediate resolution, I was told to wait 3-5 more biz days. This phone call lasted 45 minutes. XX/XX/XXXX : Called customer service to see what the status was, spoke with XXXX XXXX, escalation specialist, phone number XXXX. He reported that XXXX 's attempt was unsuccessful so he went through the process for the 3rd time AND escalated the problem. He also emailed with his supervisor and someone named XXXX who pushed the problem back on XXXX and was no help. This call lasted over 1 hour. XXXX then told me he would call me before EOD and that I should also try back tomorrow. He did phone me and left a message reporting that he had no updated info. XX/XX/XXXX : No change to the status of my account. I am now on hold waiting for yet another supervisor. I was just told that no supervisor is available but one would call me back in 48 hourswhich of course means 48 biz hours so sometime on Tuesday, XX/XX/XXXX. Those are the facts. I feel like this is one of the worst companies I have ever interacted with. Everyone is pleasant on the phone but completely ineffective. They are incapable of doing anything other than reading off a screen. If I could punish them for the hours of wasted time and stress that they have caused, I would gladly do it. Hopefully this complaint will shame them in some way.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My reason for filing a claim is because our mortgage is a 30 year mortgage and I was moved three times to a different mortgage company and I have been in this house for a total of XXXX years and with this mortgage company XXXX Mr. Cooper XXXX for 14 years and with the prior company XXXX XXXX XXXX XXXX XXXX for approximately six years. My issue is that I am still paying {$540.00} interest on the fixed loan which is 5.2 % on a monthly basis. All that goes to the paying of the loan is {$310.00} and taxes and escrow amount is {$680.00}. I believe that I am being swindled out of money because of the situation that I have just explained to you and also the fact that my payment never goes down, only up on a yearly basis. The loan # XXXX Mailing address for the company is XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, OH XXXX. My address is XXXX XXXX XXXX, XXXX, NJ XXXX.
Company Response:
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A