Date Received: 2021-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Well in XX/XX/XXXX Seterus sold my mortagage to mr cooper. We paid a payment that month which mr cooper didnt process an I have been late ever since. I asked for a pandemic forebrance and received in XX/XX/XXXX I have a XXXX XXXX loan. They would not extend it and it ended XXXX. So they are going against the federal guidelines and not continuing.I live in Michigan in the county has is the hottest for covid 19. I am XXXX and afraid of leaving my house. Anyway a young man XXXX said i was approved for six months.Today i check back and told no. I am so upset that I am going to be thrown out of my house into a pandemic.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am current on my mortgage but the payment for XX/XX/XXXX I dont have the current amount. Im trying to get approved for a forbearance but they keep offering a loan modification, but cant qualify for that since my credit score is low. Ive asked them several times to assist me with a forbearance but not helpful at all. I dont want to default on my payments
Company Response:
State: IL
Zip: 60126
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I did go through a loan modified XXXX XXXX reporting to credit bureaus. In XXXX of XXXX, Nationstar Mortgage started reporting my mortgage payment to credit bureaus. Mr. Cooper became part of Nationstar Mortgage in XXXX of XXXX. In XXXX of XXXX that was went the mortgage payment stop been reported. I was trying to refinance that went I found out my mortgage payment was not been reported. I have letter from Nationstar Mortgage and Mr.Cooper that I, successful completion y loan modification. In XXXX I did file for a Charter XXXX Bankruptcy, my house was not included have court documents. At the time of the bankruptcy XXXX, XXXX XXXX XXXX had my mortgage which is in the court documents. The bankruptcy has been removed from my credit report. It was discharged XXXX of XXXX. Talk to Mr. CoppeXXXX on XXXXhree occasions every person say they see that the bankruptcy was discharged. Can not give me a reason why its not been reported.
Company Response:
State: AL
Zip: 36116
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to request correction of the errors described below regarding the XX/XX/2019 mortgage payment on my property at XXXX XXXX XXXX, XXXX, NJ XXXX. I made my XX/XX/2019 mortgage payment on time. That payment cleared on XX/XX/2019. On XX/XX/2019, I received information to send my mortgage payments to Mr. Cooper. By that date, SETERUS, my former mortgage service, had already deducted funds from my account. See Attached A ( Copy of Check # XXXX ) The change in mortgage servicing was not disclosed to me prior to XX/XX/2019 when Mr. Cooper assumed my mortgage account. I wrote to Mr. Cooper in XX/XX/2019 and XX/XX/2019 informing that my XX/XX/2019 payment was sent and cleared by my previous mortgage service SETERUS. See Attached B.
Company Response:
State: NJ
Zip: 07104
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was bought by Mr. Cooper mortgage in 2021. Below is the sequence of events that leads me to belive they are incapable of fixing the problem themselves and I need legal assistance to resolve this issue : I received a letter stating that I didn't have current insurance and they were going to open a policy in my name and address for {$1600.00}. They said my homeowners insurance needed to be updated cause it was expired in XXXX 2021. This is false, I have had the same XXXX XXXX plan for 3 years and it needs to be renewed every XXXX. I immediately called Mr Cooper and provided the documents necessary to prove I had insurance with the email address they provided me. Three days later they bought a policy for {$1600.00} without my consent. I EVEN TOLD THEM THEY DO NOT HAVE LEGAL PERMISSION TO MESS WITH MY MONEY/ESCROW! I called again and provided the documents again to show i have current coverage. Mr. Cooper even three way called my insurance company with me on the phone to confirm everything was in place. The woman with Mr Cooper apologized and said my account would be credited to my account- it has been 2 weeks and it has not been credited. THEY ARE TERRIBLE AND SHOULD BE AUDITED.
Company Response:
State: GA
Zip: 30241
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We went into Forbearance XX/XX/XXXX due to Covid after the first six months I contacted the mortgage company requesting additional forbearance it was pending still as XX/XX/XXXX I contacted the mortgage company XX/XX/XXXX to make the payment to come out of forbearance. I was told I need to make a payment of {$26000.00} and since my second for Forbearance was never granted. We we giving no such notice nor did we received any notice to state that.and I was told I had to pay that money upfront and nothing was put on the back end of the mortgage. Ive now tried to make two additional mortgage payments the past two months and the {$26000.00} has not been deducted from my account. I am currently trying to refinance my home and this is stoping it
Company Response:
State:
Zip: 077XX
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is a charge on each monthly statement that shows {$7200.00} as being owed to Mr Cooper but they can only explain about XXXX of it which I disagree with. They tell me the rest is from before they took over in XXXX so they dont know what it is but refuse to remove it from my account. I can only see back to XXXX on my online account access. This {$7200.00} shows back to then and I dont know how much further back. The figure has not changed. I have done their online messages and numerous phone calls over the years and still can not get any satisfaction. They have my interest rate at 7.625 % and each time I try to refinance to a lesser rate they tell me I dont qualify.
Company Response:
State: NH
Zip: 03038
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company Mr. Cooper took unauthorized payments out of my bank account multiple times over resulting in financial stress for a number of days. Their customer service has been nonexistent telephone numbers are busy or they dont answer Ive tried for at least XXXX hours to call him with no luck. I fear that theyre going to do this again.
Company Response:
State: CO
Zip: 80401
Submitted Via: Web
Date Sent: 2021-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I submitted an Error Resolution Notice under 12 C.F.R. 1024.35. This letter was received by Mr. Cooper XXXX XXXX XXXX XXXX XXXX, TX XXXX ) on XX/XX/XXXX, as USPS has verified receipt of the letter and signature by person XXXX XXXX. As at the time of submission of this report on XX/XX/XXXX, I have not received an acknowledgement to the letter or investigation from Mr. Cooper, despite several attempts to correct an issue related to multiple erroneous charges for Mortgage Insurance ( NATIONAL MI ), totaling {$3000.00} in excessive withdrawals from my mortgage escrow account, all being delivered to NATIONAL XXXX which is owned by Mr. Cooper. Here are the facts : 1 ) My mortgage was purchased by Mr. Cooper from XXXX on XX/XX/XXXX. This mortgage only started on XXXX of XXXX after a re-financing from a different bank. 2 ) For the months of XXXX and XXXX, Mr. Cooper has withdrawn {$510.00} a total of EIGHT ( 8 ) times each, for the concept of Mortgage Insurance, and paid to NATIONAL XXXX despite the mortgage only having been in Mr. Cooper 's portfolio for 2 months. Six ( 6 ) of these withdrawals are erroneous and need to be credited back. 3 ) I have contacted Mr. Cooper several times as follows : - Over the phone twice on XX/XX/XXXX - Over email ( secure message ) on XX/XX/XXXX - Over email ( secure message ) on XX/XX/XXXX - Over error resolution notice ( physical mail ) on XX/XX/XXXX, signed delivered XX/XX/XXXX I kindly request the assistance of the CFPB for resolution, as my mortgage escrow is now in negative balance. I believe this is a result of a systems glitch in Mr. Cooper 's transfer of my mortgage to their systems, which is going to result in a charge of {$510.00} multiplied by each month of life of my mortgage every single month, rather than a single charge. This is exponentially going to accrue to hundreds of thousands of dollars of erroneous withdrawals unless Mr. Cooper takes immediate action.
Company Response:
State: WA
Zip: 98053
Submitted Via: Web
Date Sent: 2021-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX We missed our first payment XX/XX/XXXX to Mr. Cooper mortgage . we enrolled in Illinois hardest hit program which helps homeowners who are behind or struggling with their mortgage. by XX/XX/XXXX or balance was {$6200.00}. We were approved. And received payments. On XX/XX/XXXX we received 5 payments, four payments of {$1500.00} and one payment of {$5400.00}. Totaling {$11000.00}. On XX/XX/XXXX we received two more payments one for the amount of {$1600.00} and one for {$800.00} totaling {$2400.00} with a grand total of {$14000.00} minus the {$6200.00} balance owed leaves a overpayment of {$7800.00}. We have never received a statement of a zero balance even after we were up to date on our payments. On XX/XX/XXXX we received a statement reflecting we owe a balance of XXXX we are still waiting for them to apply the {$7800.00} that we are owed. We have tried on several occasions, dozens of phone calls to resolve this. Even after showing them the statements that they provided us showing they received the payments, they still are forcing us to prove they received the payments by asking for a statement from Illinois hardest hit program.
Company Response:
State: IL
Zip: 60409
Submitted Via: Web
Date Sent: 2021-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A