Date Received: 2021-05-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good morning, so I entered into a forbearance plan couple months back, and have now several times getting off the forbearance with no success, I even had a rep tell me it was ended to then make a payment later realizing it was not ended in fact my payment was spread out somehow that I can not see how, due to the way the page looks when you are under a forbearance. I have called 3x to 4x now trying to get off of it, with no luck I have gotten 2 answers from reps stating manages have gone home for the day and can not approve at moment to then be told I can receive a call back the next day and never received one. I am not sure how this is to play out if they wont call and I can not get straight answers when dealing with them on the phone line. I have been wanting to make a pmt of half of the XXXX I owe, am staying in the property as I have been and explained I'd like to get onto repayment plan in which case a pmt would be made as soon as I ended the forbearance, to no avail I'm still stuck in this situation with them and don't know what to do, please advise!
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2021-05-07
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: This complaint is in respect to a mortgage payoff with Nationstar Mortgage LLC ( d/b/a Mr. Cooper ). In a recent closing on XX/XX/XXXX, the title company paid the payoff amount XXXX {$390000.00} XXXX on the payoff letter provided to me through the Mr. Cooper website. There was apparently some shortfall XXXX the source of which is not entirely clear ). Rather than applying the {$390000.00} to my account on XX/XX/XXXX, Mr. Cooper claims their policy is to suspend the amount anytime a payment on a balance comes in that is over 90 % of the amount due until such time as the remaining amount is paid. I find this practice to be inappropriate, as Mr. Cooper continued to charge me interest on the full principal balance of {$390000.00} for a full week until I identified the issue ( of which I was not contacted about ). Rather than applying the amount paid on XX/XX/XXXX to the principal, their " policy '' is to effectively take the money as an interest free loan AND continue to charge their customers on the full pre-payment principal balance, notwithstanding the huge lump sum payment they just received in respect of the applicable account. I find this practice to be predatory, as consumers such as myself may not be aware the payoff was short ( even {$1.00} XXXX and then continue to incur interest on an account that has been largely paid off. If Mr. Cooper wants to charge interest on the amount that was short, I have no issue there. Their practice is not fair and it is not properly disclosed on any documents I have seen. In fact, on their payoff statement, there is an FAQ section and the question on wrong payoff amount ( copied below ) says that they may send the money back if it is short, but does not say they will hold it as unapplied. If they chose to send the money back, then I would have found out about this issue sooner and it would have been resolved within a day ( and less interest would have been charged ). What happens if I send in the wrong payoff amount? If your payment is short and you have an escrow account that will cover the difference, then we will apply those funds toward the payoff. If you dont have an escrow account or the balance is not enough, then we will attempt to contact the sending source to satisfy the payoff. Please note, if this falls after the payoff date deadline or we can not contact the sending source, then a refund of the total payment amount will be issued back to the original source. For this reason, we encourage you to pay the amount that is stated on your payoff quote. In the event of any overages, you will automatically receive a check for those differences once the account has been balanced out.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-05-07
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: On XX/XX/2021, I became a new customer at Mr. Cooper mortgage servicing. On XX/XX/2021, I made an online payment of {$1300.00}, plus an additional {$500.00} for principal reduction. For a total online payment of {$1800.00}. On XX/XX/2021, a withdrawal occurred from my XXXX XXXX XXXX XXXX XXXX ( XXXX ) checking account for {$1800.00}. On XX/XX/2021, I checked my Mr. Cooper account # XXXX it showed double payments of {$1300.00} and double payments of {$500.00}, totaling {$3600.00}. However only one payment of {$1800.00} has been withdrawn from my XXXX as of XX/XX/2021 @ XXXX hours PDT. I called Mr. Coopers customer service 800 and spoke extensively ( over 45 minutes ) with a representative about this issue. She could not guarantee that the second withdrawal would NOT be made. She did not know if this was an account specific issue, or a global system problem. Not wanting to deal with a potential NSF check/withdrawal I transferred funds to my checking account to cover a second withdrawal should it occur. See screen PDF capture.
Company Response:
State: CA
Zip: 92106
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We sold the rental property at the end of XX/XX/XXXX. We then went out of town for XXXX and I forgot that I had an auto bill payment coming out of my bank account to pay the mortgage on XXXX, XXXX. {$1800.00} was sent to Mr. Cooper. Once I realized what had happened I assumed they would send the funds back, understanding that this might take a bit. However by XX/XX/XXXX the funds had not been returned so I called them to find out why. I spoke with XXXX in customer service who explained that since we had another loan with them, on our primary residence, they had automatically applied the funds there. I explained that 1st they should not have automatically done that prior to asking our permission since loan numbers were always provided and 2nd this was commingling funds since one is a rental and the other our primary. She asked me to send her a copy of a voided check to get routing number and account number to return the funds to us. She stated that I would likely see something within the week. She called my husband a couple days later and stated that the funds might be less since they had applied it to the other loan and they would need to take out interest. When nothing happened by XX/XX/XXXX I reached back out. This time I spoke with XXXX in customer service who forwarded me to escalations. I was connected with XXXX XXXX in the escalations department who stated she would handle it and again asked me to forward a voided check which I did. She sent an email to me on XX/XX/XXXX stating, : Good afternoon, I apologize for the delay, I did submit the request for the refund again, today. It should be in your bank account in XXXX days. Please email me around the XXXX if it is not. I apologize again for the delay. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX I followed up with her via email on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, all well after the 10 days she promised the XXXX would be returned. I then reached out again to Mr. Cooper on XX/XX/XXXX and asked again for escalations. I got XXXX XXXX who again stated she would be my single point of contact. I called her back on the XXXX of XXXX, XXXX and have had not response.
Company Response:
State: CO
Zip: 80014
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021, my husband and I reached out to Mr. Cooper to refinance one of our investment properties. The purpose for selecting Mr. Cooper was the mortgage is currently held by this company and there was a streamlined process. We could provide loan estimates from other lenders and be on our way. We provided the required documents on XX/XX/2021 and were in constant contact, providing 3 months worth of paystubs from each of our employers, tax returns x 3 years, discussed the cash out options, uploaded copies of homeowners policies, etc. I received a call requesting an explanation of my pay as you are taking home less than half your salary each pay. I provided an explanation, I am approaching retirement age in 5 years, pay State and Fed taxes, OASDI, health benefits, retirement savings life insurance-they should be able to determine these routine deductions. ***After the appraisal was completed, we had to add batteries to the smoke detector and send pictures to prove this was done. I was asked to provide a statement explaining my Allotment SV which is only {$150.00} per pay allocated to my savings account ( a secondary direct deposit ). The most disturbing request was to submit a bank statement showing we have at least {$5200.00} in reserves-checking or savings. XXXX** My credit score is over XXXX, my husbands score is high XXXX, the mortgage is currently with Mr. Cooper and we have not been late or requested forbearance, etc. ***We were also asked to show proof of home owners insurance on the property Mr. Cooper is paying for monthly. XXXX The home appraised for significantly more than our current loan to value on the property ; we qualified for this refinance with using only income from our employers, although we have been in business more than 10 years and I have income from a second job as a real estate agent. I am not sure what the scrutiny is related to, however, as of XX/XX/2021, we feel there is something more to this refinance process that is NOT being revealed, because we are being asked to justify and/or provide very insignificant items related to this effort. Some investigation into this company is warranted, as we are well-established having stellar credit, longevity on our jobs, own several properties and have purchasing power. Please help get to the bottom of this/1
Company Response:
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are a XXXX XXXX XXXX, approximately XX/XX/XXXX i lost my contract for services in the oil field. We made XX/XX/XXXX House payment. We called Mr Cooper ( who services our home mortgage ) and explained our situation. They told us they would do a Covid loan forbearance for 90 Days and more if needed. By that time i got my contracts back and was back to working. I contacted Mr Cooper XXXX XX/XX/XXXX, this is when they gave me options to settle the missing payments. I chose to do the loan modification and add all past due amounts to the end of our original loan contract. They said they would be in touch within 30 days with paperwork for us to complete. I did not hear from them. I reached out to them again in early XXXX and at least monthly since, in XXXX it has been nearly weekly, I always get to talk to somebody but never get any resolution other than empty promises. I received numerous letters telling us they are here to help us with a new policy called " single point of contact '' this is the only person i need to talk to to handle all my concerns. They indicate this will cut down on all communication errors or miscommunications. I have had over 3 single points of contact since XX/XX/XXXX, to date i have NEVER been able to talk to any of them. I have left messages and have NEVER had a single message returned. I have called them biweekly until finally then end of XXXX they sent us loan modification paperwork which we completed and returned now they said we need to make 3 consecutive monthly payments, which we did, XXXX, XXXX and XXXX. Again we had to hound them to get the ball rolling, now they had more paperwork for us to sign agreeing to the terms of the new contract. I did not sign it, contact them, there was no amortization schedule in the packet. I contacted them, they sent me a poorly manufactured schedule that did not answer any of my questions, finally a representative reached out to the Loan Modification Department and they said when my last payment was due, there was no balloon payment, which was my concern. So now we signed the papers and returned them, they were received late XX/XX/XXXX, they were not due until XX/XX/XXXX. I was told i could not make a XXXX payment because it would change the numbers on the signed modification. They said for me to make my next payment XXXX first. At the end of XXXX i went in to Mr. Coopers website to set up autopay, which we have had in place for over 5 years, it would not let me set it up. I tried to make XXXX payment through the one-time payment button, it would not let me. I called and talked to a representative, she said i could not make a payment, we disagreed, i demanded she take my money, whether she like it or not, she still refused. I demanded a manager, I talked to someone who said they were a manager and they stated i could not make the XXXX payment until the loan modification was booked and finalized and they would notify me by email when it was finished so i could make my XXXX payment. They have NEVER contacted me, This was ongoing throughout XXXX that i would try and make a payment with no success whether online or over the phone. I called them again XX/XX/XXXX and asked what was going on. The representative told me I had missed a payment and the loan modification now had been rejected and there was a balance due of {$13.00}, xxx.xx due to satisfy the terms of our agreement. I could not believe this. I told the representative i wanted to talk to a XXXX, so she put XXXX XXXX on the line. He said she was somewhat incorrect, that an {$81.00} payment to book the modification had not been made, and i had until XX/XX/XXXX to make it or the modification would be permanently rejected. I informed him i would pay the {$81.00} plus I would also pay XXXX and XXXX XXXX XXXX mortgage payment. He agreed to this and said he would handle this personally and said everything was fine. He said he would follow up with me today, XX/XX/XXXX, he did not. I emailed him at XXXX before work and told him that the balance was reduced by the payments I had made but the rejection notice was still showing active, front and center. I asked him to please call me. He did not. I have tried calling him twice this afternoon leaving a message both times to please call me. He has not. I told him that I would go to the bank an borrow the {$11.00}, xxx to bring the note current, he said I did not have to do that. In XXXX we were victim to an unscrupulous lender, XXXX XXXX, out of Oregon, and lost our home this very same way. We don't want lose our home. We have a great deal of equity and i believe they want our home for the equity. This has been an ongoing issue with Mr. Cooper that is very frustrating and on an emotional roller coaster! Every time we call we reach a different person, we have to reiterate each time the history of this issue, they always promise resolution and yet here we are again. no resolution.
Company Response:
State: TX
Zip: 778XX
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/XXXX Mr. Cooper XXXX XXXX and XXXX XXXX Bureau both ran my credit under false pretenses. I inquired about refinancing my home and let both parties know that I was self employed. I let them know that I was under the impression that they averaged out 2 years of income for your qualifying income requirements and if that was the case that I didn't make enough in XXXX to be able to be at the 2 year average I needed to be at. Both financial institutions told me that if I had been business 3 years or more that they would use one years tax returns to qualify me. After I gave my consent to run my credit and gave a copy of my XXXX Tax returns I got return calls from both mortgage brokers telling me that some thing had just changed and now they are requiring 2 years average of tax returns. I was outraged when they told me that because that is exactly what I had told them before they reassured me that I was incorrect. They are the professionals and should know that before giving me wrong information. When I expressed how upset I was and that they ran my credit for no reason neither of them could have cared less. I asked to speak with managers who said their employees did nothing wrong. This can't be how banks are allowed to do business, guessing and not having the correct, real time information before making a decision that impacts the consumer. I am about to refinance and there are 2 looming hard inquired on my credit that leaves such a bad taste in my mouth that I researched what I can do about it so that is why I am writing you today.
Company Response:
State: CA
Zip: 94534
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has lied to us for 4 months. My last call in XXXX they assured me they would NOT pay the supplemental taxes. I sent a check for the taxes and the next day they sent a check for the same taxes. Then they set up our supplemental taxes ( one time payment XXXX to be escrowed and paid again in XXXX. I had to call and have them delete the future tax payments that were incorrect on our account. Long story short we have been overpaid {$910.00} at XXXX XXXX of XXXX since XXXX and Mr Cooper has lied to us every time we call, they have NEVER responded in writing to one of several inquiries, they now have inflated our mortgage payment again due to the error they made for money already paid. I am XXXX on Social Security and they refuse to take any responsibility for the errors they make. Most representatives are only concerned when you call about another refinance and never follow through or call back. I asked for office of the president last week and after 45 minutes they never called back again. I just spoke to them again, they have now transferred our loan which has escrow overpaid and they have inflated our payment. I even sent a check to them for {$740.00} to make up the difference of the overpayment. They lied to us for 2 months saying the money would be refunded to our account in 8 weeks or less and now XXXX XXXX is saying 90 days. We shouldn't have to deal with so many problems or never get a call back EVER from a mortgage company handling a half XXXX dollar loan. Not one reply to anything or follow up ever.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Both of my parents passed away in XXXX. My mother in XXXX and my father in XX/XX/XXXX. They had a mortgage with Nationstar d/b/a Mr Cooper, who also claims to represent the original security instrument owner, XXXX. In XXXX of XXXX, I contacted Mr. Cooper and they wouldn't speak to me. They stated that they needed verification documents of which I provided via email and fax. These documents included my birth certificate showing I am the son of both deceased borrowers and I sent them the copies of both death certificates. On XX/XX/XXXX, Mr Cooper filed foreclosure even though they knew I was repeatedly sending in information that could confirm me as successor in interest. I was confirmed as successor in interest on XX/XX/XXXX based on the very same documentation I had already been sending them since XX/XX/XXXX. I have a confirmation letter dated XX/XX/XXXX sent from Mr. Cooper to myself that states, " We received your inquiry on XX/XX/XXXX, related to your interest in the above referenced property. We have received documentation that establishes your status as the confirmed successor in interest ... ''. After being confirmed, I started the process of trying to get a workout to the foreclosure. It was a very long process and I had to send in multiple Borrower Response Packages. The application for assistance was submitted with me as borrower and the co-borrower was left blank. I provided all of the documentation that they requested, such as bank information, check stubs, employment verification and a XXXX form to request my tax transcripts from the IRS. They approved my 2nd application for assistance on XX/XX/XXXX after I had moved into the home because Mr Cooper said that I couldn't get assistance unless the house was owner-occupied. I received a XXXX XXXX Streamline Loan Mod approval on XX/XX/XXXX and the 90 day Trial Payment Plan started on XX/XX/XXXX. I successfully completed the XXXX XXXX XX/XX/XXXX. After successfully completing the trial, Mr Cooper sent me a Loan Modification Agreement and Loan Assumption Agreement on XX/XX/XXXX. My information was the only information provided on the application for assistance and my information was the only information used to approve the loan modification. However, both agreements showed up with both my name and my spouses ' name. My spouse didn't give her information and was not included in any application. Nor did she sign anywhere to allow them to include her in assuming the debt. I had only asked to do a loan modification and willingly agree to assume the debt even though I am not on the deed. The deed still remains in both my parents names. But Mr Cooper will not accept agreements without my spouse also agreeing to accept responsibility for the debt. They want her to sign both the Loan Modification Agreement and the Loan Assumption Agreement which makes her liable for the debt even though she didn't sign the application agreeing to have her personal information included. The last page of the Borrower Response Package that I signed as " Borrower Signature '' and " Co-Borrower '' was left blank, has a paragraph of which I agreed to disclose my personal information. However, my wife didn't agree to any such thing and I did not sign with the intention of giving Mr Cooper permission on her behalf to share her personal information. The only personal information that I agreed to be evaluated or shared with a 3rd party such as XXXX XXXX was strictly my information. However, they used the acquired tax transcripts to obtain and use her personal information and they included it in the agreements which she never wished to be a part of. I asked Mr Cooper to remove my wife 's information from the agreements and they refused to do it. Stating that she had to accept assuming the debt based on the fact that we are married. I feel that this is discrimination based on my marital status and forcing her to accept a debt that she didn't apply for is ridiculous. Mr Cooper is essentially saying that I can't own a house on my own without my spouse also being liable for the debt as well. How is it then that My wife owns her own house and I am not liable for her mortgage. Why can't Mr Cooper do the same? When she bought her house, I had to sign the mortgage paperwork as Non-borrower but at least her lender acknowledged in the paperwork that I am not liable. I am not on the deed to her house either. Not only are they saying that I can't accept the approved Loan Modification Agreement based on my information only only as borrower, they are also saying that I can't accept the Loan Assumption without also getting my wife to agree to be liable and with a paragraph included in the assumption paperwork that leaves the Estates of both of my parents liable for the debt as well. So they pretty much want as many people as possible to be liable. How is that legal? The reason I am complaining is that I will lose the house I grew up in because Mr Cooper won't allow me to assume the loan as successor in interest and as the only borrower, because I am married. Also, It took them close to a year to confirm me as successor in interest which allowed the house to get further and further behind. If they had confirmed me when I sent the first documentation ( which was the same documentation they used a year later to confirm me XXXX, then the house wouldn't have been in foreclosure in the first place and I wouldn't need a loan modification to stop a foreclosure action. Aren't they supposed to refrain from accelerating a loan when they are informed of the potential that a successor in interest exists or simply because of the death of both borrower 's? If so then how were they able to file foreclosure in XX/XX/XXXX when they acknowledged in a letter that they had received my information for successor in interest in XX/XX/XXXX? They knew my parents had both died and they still proceeded to foreclosure even after I had told them I would assume the loan. Please help me get this resolved. Don't allow Mr Cooper to continue to do these things to homeowners. It seems fraudulent to me that they could steal my wife 's information off our joint tax return copies when she didn't sign anything allowing them to use or disclose her information to anyone. The only reason they even knew my wife existed was because they asked to see my tax return copies. So I filled out a form XXXX and because we file a joint return and how the form needed completed, they were able to obtain her personal information and use it in a way that was not intended and for a purpose for which they didn't have permission. All of this information can be proven with copies of letters sent to and from Mr. Cooper and recordings of all the conversations had with their customer service representatives.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I went into forbearance XX/XX/XXXX. I was contacted by Mr. Copper in XXXX on the XXXX, the day my mom died from XXXX. I asked to continue forbearance. On XX/XX/XXXX, I applied for a mortgage modification. Since then Ive called multiple times and checked online almost daily. They continue to tell me the modification is under review. Yet they call me regularly to talk to me about my mortgage. Im confused and frustrated. Ive sent them my wages as they requested initially. No solution. I filed bankruptcy which was XXXX XX/XX/XXXX. I want to to try and keep my house and feel stressed that Im not getting any answers. Should I be looking for a new place to stay? Are they going to work with me? I have NO idea. Im not getting any answers. Its all very frustrating.
Company Response:
State: TX
Zip: 76020
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A