Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinanced my home in late XXXX through XXXX XXXX, and generally had a very positive experience. My previous mortgage was being paid via electronic transfer every two weeks. We asked for this same protocol of biweekly automatic payments from XXXX, and that was agreed to, at no additional charge. In XX/XX/XXXX, XXXX wrote to inform us that that they had sold or re-assigned our loan to " Mr. Cooper ''. We were prepared for this, as it was a condition of the XXXX refinance and we have experienced it before with other refinancing transactions. What we were NOT prepared for, and what we are seeking assistance on from the CFPB, is that Mr. Cooper is seeking to charge us a fee in order to continue biweekly payments on the mortgage, which we estimate will cost nearly {$900.00} over the life of the loan. By continuing to pay biweekly ( rather than monthly, the default with Mr. Cooper ), we expect to save over {$5100.00}. On the FAQ from XXXX, it says the following : " Can the new servicer change my loan terms, due dates, or grace period? Your loan terms will remain the same. Both XXXX and Mr. Cooper say that biweekly is a " payment option '', not a term for the loan. But how can the " same loan '' originated at XXXX cost me nearly {$6000.00} more if I opt for the no fee payment option? And how can the biweekly payment option that was foundational to my XXXX XXXX cost me extra to continue. Stated differently, Mr. Cooper is charging me nearly 20 % ( ~ {$900.00} ) of the savings ( ~ {$5100.00} ) that I rightfully expected, based on my original deal with XXXX to accept payments on a biweekly rather than a monthly basis. Surely I am not the only consumer facing this unfair and predatory treatment. If CFPB is not working on this issue, it should be. If you have the power to make Mr. Cooper drop their {$65.00} annual fee to make bimonthly payments, you should apply that power NOW, in this case.
Company Response:
State: CA
Zip: 94703
Submitted Via: Web
Date Sent: 2021-05-13
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: I have disputed the value of the bpo given by Mr.coopers representative for months. I have now as of last week requested a full Appraisal on the home and come today XXXX. I was told that no new evaluation of the home can be done for 120 days from the first evaluation. They ( Mr.cooper ) Continue to give the run around and do not have their customers best interest in mind.
Company Response:
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refined my home with XXXX XXXX mortgage on XX/XX/XXXX. XXXX XXXX title company XXXX XXXX XXXX did the settlement. Title company sent the funds to Mr Cooper on XX/XX/XXXX and they did confirmation that funds were with drawn on XX/XX/XXXX. Mr Cooper still shows my loan and active as of today and my payment is due on XX/XX/XXXX. As of today two mortgage companies are holding my loan. I called multiple times to Mr Cooper customer service and they are saying they didn't receive pay off
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2021-05-13
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: Dear Mr. Cooper, Your response to the administrative procedure letter dated XX/XX/XXXX, aka CFPB complaint XXXX is both false and unacceptable. Upon reviewing the response provided to the CFPB by Mr. Cooper representative XXXX XXXX, I contacted XXXX XXXX. XXXX XXXX has stated they do not own the mortgage or the note. Mr. Cooper has stated in multiple documents that XXXX XXXX owns the mortgage and the note and even stated that XXXX XXXX was the holder in due course of the mortgage and the note. XXXX XXXX is not the owner of the mortgage or the note. I have attached the emails to and from XXXX XXXX which show XXXX XXXX is disputing Nationstar Mortgage XXXX dba Mr. Cooper in its claim that Fannie Mae owns the mortgage and the note. Nationstar Mortgage, XXXX has not provided the accounting ledger or the loan history from XXXX to the present. Nationstar Mortgage, XXXX has not proven any debt exists. Nationstar Mortgage, XXXX DID NOT hold the mortgage or the note when it filed a claim and wrongful foreclosure suit against me. The assignment of mortgage recorded by Nationstar Mortgage, XXXX was recorded FIVE DAYS AFTER the suit was filed for the SOLE PURPOSE of foreclosing. Article 9 requires the holder of the mortgage to be the owner of the debt as a condition precedent to enforcement of the mortgage. If the foreclosing party does not own the debt, the foreclosing party does not have the right to enforce the XXXX ) A party must prove it has standing to bring a mortgage foreclosure complaint by establishing an assignment or equitable transfer of the note and mortgage prior to instituting the complaint. XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX ). Nationstar Mortgage, XXXX can not and did not prove standing. There was no equitable transfer of the note and mortgage to Nationstar Mortgage, XXXX by ANY PARTY. A mortgage has to be properly assigned to the named Trust in the following sequence : A ) Assignment from the originator who funded the loan, to the Sponsor. B ) Assignment from the Sponsor to the depositor. The sponsor is the party who organized the securitization process. C ) Assignment from the depositor to the trust. Which of these does Nationstar Mortgage, XXXX claim to be. XXXX XXXX response by XXXX XXXX to CFPB complaint XXXX states Mr. Cooper refutes any and all allegations of a wrongful foreclosure action as we can confirm that our servicing of the account was in accordance with all state and federal laws, as well as the terms outlined in the Note and Deed of Trust. While we regret that you remain dissatisfied with our previous responses sent, our position remains unchanged. Under Federal law, a servicer must be collecting and distributing the payments to the OWNER of the mortgage and note. Who was Nationstar Mortgage, XXXX collecting payments for? XXXX XXXX is NOT the OWNER of the mortgage or the note. Therefore, servicing errors DID occur and Nationstar Mortgage, XXXX was collecting payments and not distributing the payments to the lawful owner of the mortgage and the note. The assignment of mortgage provided by Nationstar Mortgage, XXXX in the CFPB complaint XXXX is null and void. The assignment to XXXX XXXX XXXX XXXX XXXX XXXX was declared null and void, therefore, any assignment from XXXX XXXX XXXX XXXX XXXX XXXX to another party is null and void. XXXX XXXXXXXX XXXX XXXX, XXXX can not assign a mortgage to another party which it has no interest in. XXXX XXXX XXXX XXXX XXXX is not the owner of the mortgage or the note, has no interest to assign or transfer in the mortgage or the note. XXXX XXXX XXXX XXXX, XXXX was not acting in a NOMINEE capacity for another party because no party exists. Nationstar Mortgage, XXXX employees prepared, executed and recorded the assignment. Nationstar Mortgage, XXXX can not act as both assignor and assignee and can not assign a mortgage to itself from a party that did not have legal capacity to transfer ownership. Nationstar Mortgage, XXXX can & will be held liable for its actions against the homeowner. Nationstar Mortgage, XXXX failed to provide a point for point response to the administrative procedures act letter. Nationstar Mortgage, XXXX, through its employees has continued to commit perjury and has refused to provide or offer an acceptable solution in regards to the wrongful foreclosure. Collecting payments on a debt which does not exist and stating the mortgage and note are owned by XXXX XXXX is unjust enrichment, thefy of property is a criminal act. I have attempted to resolve these matters according to the administrative procedures act and Nationstar Mortgage, XXXX has continued to provide me with evidence of perjury and theft. First and foremost, I want the title returned to me. The only other solution to remedy the theft of title is A. ) for Nationstar Mortgage XXXX to refund every single penny taken from the homeowners, which was taken under false pretense that XXXX XXXX owns the mortgage and the note, which they do not. B ) Pay me triple damages for the injury caused by Nationstar Mortgage, XXXX to the homeowner. That is my final offer.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-13
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: i made XXXX payment {$1500.00} on XX/XX/XXXX, i made XXXX payment {$1500.00} on XX/XX/XXXX, i made XXXX payment {$1500.00} on XX/XX/XXXX, all XXXX they applied my XXXX payment as a mortgage payment. which is correct, they applied my XXXX payment as a mortgage payment. which is correct. but they applied my XXXX payment as additional principal which is NOT correct. I discovered it because i was about to pay XXXX payment. i called three different days and talked to three different clerks. monday, XX/XX/XXXX, talked to XXXX at XXXX. he said it would be fixed in a few hours. tuesday, XX/XX/XXXX, i talked to XXXX at XXXX. she said that she couldnt do anything because its processing from monday. wednesday, XX/XX/XXXX, i talked to XXXX at XXXX, she stated that's she was having problems processing it and wanted my phone number to call me back when it was completed. i've had trouble with this company before and its not a good company. my opinion from being a mortgage holder. i need them to correct the last payment on XX/XX/XXXX and apply that for the mortgage payment as i had submitted it on their website. i submitted as a mortgage paymt. but someone changed it to additional principal. as you can see, they all are the same mortgage payment amount. i want them to fixed the ( error ) so that i can make my XXXX payment. the company action to fix it never happened.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was previously serviced by The XXXX XXXX, XXXX. They transferred servicing to Mr. Cooper. My instructions were to send any payments due on or before XX/XX/XXXX to The XXXX XXXX and any payments due after XX/XX/XXXX to Mr. Cooper. I submitted my XX/XX/XXXX payment to The XXXX XXXX, per the instructions above. Today, I received a harassing mobile app notification from Mr Cooper saying that I needed to make my XX/XX/XXXX payment by XX/XX/XXXX to avoid a late fee. I contacted Mr. Cooper support. They insisted that this is my responsibility, and then hung up XXXX ended the online chat ) on me.
Company Response:
State: NY
Zip: 11101
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2019 I lost my employment and then my home was adversely effected by a sink hole on my property. The sink hole damaged my well and I had no water. I had to fix the well and plumbing situation with my own funds as insurance would not pay. I fell behind on my mortgage. Then XX/XX/XXXX hit and I was again out of work and my boyfriend who also lives in the home lost hours and was not reimbursed. I called my lender and went onto the forbearance plan under CARES. I then contracted XX/XX/XXXX and have a XXXX XXXX XXXX of XXXX. I became very sick and ended up in the XXXX XX/XX/XXXX. I was there for over a month and am still dealing with long term effects from XXXX. I read online that XXXX XXXX was extending the forbearance another 6 months for those of us still being effected. I called Mr. Cooper and was told they would not extend my forbearance. I am still too ill to work and need the additional time. I am coming to you for help.
Company Response:
State: FL
Zip: 33615
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper cleared our check for the next year 's mortgage payments ( {$25000.00} ) and has failed to have the amount posted to our account. We have received no explanation for what happened to the funds. On XXXX XXXX, the following email was sent to Mr. Cooper via email : Good Morning, My check [ # ] dated XX/XX/XXXX for {$25000.00} cleared my bank account on XX/XX/XXXX for monthly payments from XX/XX/XXXX to XX/XX/XXXX. I was told to contact this address to get the amount posted to my account. On XXXX XXXX, the following was sent via email : This is a qualified written request under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). I am writing to get my payments from XX/XX/XXXX to XX/XX/XXXX paid by check [ # ] for {$25000.00} and cleared my account on XX/XX/XXXX to post to my account. Attached is a copy of the check. My email sent yesterday has not been acknowledged or responded to. I understand that under Section 6 of RESPA you are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. Account No.... On XXXX XXXX, we were given a POC [ XXXX ] from the " executive resolutions team. '' He was " still working on it '' as of XXXX XXXX and has not responded to further emails as of XXXX XXXX.
Company Response:
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello. My name is -- -- -- --. I am An XXXX American and a XXXX XXXX XXXX. I live at -- -- -- -- XXXX, XXXX XXXX California, XXXX. My neighborhood is predominately XXXX American and low income. In XXXX of XXXX i became unemployed due to the Civid stay at home orders. I applied for Unemployment assistance and began to receive benefits in XXXX of XXXX. I Currently have a Mortgage loan on my home with Nationstar Mortgage LLC ( Mr. Cooper ) XXXX. XXXX XXXX, XXXX, Texas, XXXX XXXX XXXX XXXX XXXX XXXX # -- -- -- -- -. The Loan property address is my home address. As of XX/XX/XXXX my Loan term had 134 months to pay off the balance of {$61000.00} at an interest rate of % 6.875. My Monthly Principle and interest payment was {$980.00}. In XXXX of XXXX I entered into a 6 month Forbearance agreement with the loan holder Mr. Cooper. The agreement was that at the end of six months, my loan could be reinstated by one of three options offered by Mr. Cooper. Option one was to repay the entirety of balance of the missed payments during the time of the forbearance. as of today that outstanding amount is {$16000.00}. this is for the time period from XX/XX/XXXX to XXXX of XXXX. Option two would be to have the forbearance balance moved to the end of the loan term and financed. Option three would be a loan modification in which the term, interest rate and monthly payments would be adjusted to a more affordable payment plan. in XX/XX/XXXX at the end of the 6 month forbearance i contacted Mr. Cooper to discuss the options and restart monthly payments. I Was told that option three was no longer available. i was advised to use option two and apply for a loan modification with Mr. Cooper. In order to qualify for the Loan Modification, it was agreed that i would make 3 trial payments from XX/XX/XXXX to XX/XX/XXXX in the amount of {$750.00} for the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX, at the end of the three-month trial period i was told i was eligible for the Loan Modification and that Mr. Cooper would contact me to discuss and negotiate the terms of the Loan modification. I contacted the Lender, Mr cooper every two weeks since XX/XX/XXXX and was assured the modification was being written and they would contact me soon to discuss the terms. I received the Loan modification Documents by XXXX on XX/XX/XXXX. I contacted Mr. Cooper by phone to discuss the terms and was told there was no room for negotiation of the Loan modification offer. I Was also told i could not refinance this loan unless i paid the full Forbearance balance of {$16000.00} or accepted the current Loan modification offer as is.. I was told a refinance might be considered for lower interest rates after three to six months if i accepted the Loan modification offer as is and began making the new monthly payments of {$700.00}. My first payment would be due before XX/XX/XXXX. I was told the loan Modification offer must be signed and notarized by XX/XX/XXXX. the loan modification offer has a pay off balance of {$69000.00} at an interest rate of % 6.875 for a term length oh 480 months. My Complaints are ; 1. the offer from Mr. Cooper to have the forbearance balance moved to the end of the loan term was taken away without explanation. 2. the interest rates of the loan modification is much higher than current interest rates and a forty year term is unacceptable when prior to the 6 month forbearance my term was eleven years. 3. by taking the initial forbearance my credit rating was negatively impacted .Because of the drop in my credit score I can not refinance at current lower interest rates. My goal was and still is to have full ownership of my home, Mortgage free within ten years. I wish to continue to Live and retire in my home. I do not wish to Sell my Home. I feel the Nationstar Mortgage LLC XXXX Mr. Cooper ) Loan forbearance plan was predatory and has trapped me into a position where i can not refinance my home at and affordable interest rate and a reasonable term. If not for the effect it had on my credit rating, i would qualify for a loan at or near current market interest rate levels. The Loan Modification also does not have current lending interest rates.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a morgage with Mr.Copper in XXXX of XXXX my husband XXXX from the XXXX. I then called Mr.Copper to ask for a forbearance they put me on it. I couldent make my payments for XXXX and XXXX. I then started to give them payments on XXXX and ask them to take me of the forbearance. They then said the would and started to send me paper work on how I would be able and that meant to put my payments on to the end of my mortgage and take a HUD adjustment I called them and told them I was not interested to do. They then told me that I was behind XXXX through XXXX. and had acured now interest on my payments cause I did not give my hole monthly payments. I started to give XXXX in XXXX and XXXX. in XXXX I called and finally I seen the amount I was to give of XXXX and I did. I was told then that if I gave XXXX for 3 months I would be ok. They said also that I was behind only XXXX. Today and I was left still on the forberance and gave my payment of XXXX that they said to give XX/XX/XXXX. they told me also that I didnt have to give payment cause it would do no good. But I did and told them I was told last time to do so and this would make me get back on track they then said it would not benefit me in anyway. I would really like to find out what is really going on cause this to much and for them to get me off the forberance that I have told many times to do and havent still and wish for them to show what is really my monthly payment and let me get back on track.
Company Response:
State: AZ
Zip: 86401
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A