Date Received: 2021-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am an heir at law to my late fathers estate, ( he & his last wife are both deceased now without wilIs ) I am not the borrower of these loans but I am the being sued for them. I don't have money to pay them, I do not have a home of my own. XX/XX/XXXX i was served with written package # 2 foreclosure Summons from court ; AFTER FORECLOSURE HAD BEGAN ( Nationstar Mortgage/ Mr.cooper ) *XX/XX/XXXXforeclosure # 2 began in court. ( Nationstar mortgage / Mr.cooper ) *XX/XX/XXXX Foreclosure # 1 began in court. ( XXXX XXXX XXXX ) * I was never served with this # 1 summons ( XXXX XXXX XXXX ) my u.s. constitutional rights as an american citizen of the U.S. were violated due to the fact that my brother ( other heir ) was served & given the option to buy this estate for only {$5000.00}. But I was never offered this option= unfair treatment /discrimination practices
Company Response:
State: FL
Zip: 335XX
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: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: They said they contacted the mortgage company and gave them only the relevant information my complaint. and the company said they would update as necessary. I have not seen anything in writing with my name on it between myself and this company. no inquirers nothing. all I asked them to do is show me something in writing.
Company Response:
State: GA
Zip: 30315
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: Trouble during payment process
Subissue:
Consumer Complaint: Seterus sent my mortgage portfolio to mr. cooper management. Seterus sent the mortgage portfolio minus the escrow account funds to mr cooper. Then went out of business for bad practice. Mr cooper could not retrieve the escrow account money due to seterus being out of business. Mr cooper decided to get the money from me. Meaning I paid seterus in full and mr cooper in full. Contacted mr cooper explained there was no shortage on my end, but they did not care and continued to charge extra from the escrow account for one year. At the end of the year XX/XX/2020 now having collected XXXX dollars. Mr cooper collected XXXX extra in escrow account payments and traded me to XXXX in XXXX. XXXX continued to charge double in escrow payments. I brought it to there attention that I was overpaying after 4 months of talking with XXXX they sent me a check for a XXXX dollars in overpayment to my escrow account. The XXXX had charged me XXXX lowering my payment back to the original amount. What I'm after is the overpayment in XXXX dollars from mr cooper.
Company Response:
State: AZ
Zip: 85365
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: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter dated XX/XX/XXXX from XXXX XXXX informing me that my loan would be transferred to Nationstar Mortgage LLC b/b/a Mr Cooper. The effective date of the transfer was XXXX and the letter specifically stated : If your monthly payment is automatically deducted from your checking/savings account, this service will continue without interruption. We had previously utilized this service with XXXX XXXX, scheduling our payments for the first of each month and assumed it would continue. On XX/XX/XXXX we noted the payment had not been withdrawn from our checking account and on May 4th we called Mr. Cooper and was informed of the following : 1 ) The would not honor the prior auto pay set up 2 ) We could not use their website as the loan had not transferred and would take up to 7 days 3 ) Although their IVR messages indicate that a automatic payment may be set up there is no menu option to do so and when speaking to an agent they can not set up a auto draft Further when speaking to an agent I was advised I could send a check and although incurring no late fees - the agent could not speak to the interest accrual for the days the payment was outstanding. These actions are at best poorly thought out and at worst deceptive : 1 ) Accrual of incremental interest while offering no meaningful option to make an immediate/next day payment 2 ) Failing to honor auto payments as disclosed in the transfer letter 3 ) Scheduling a service transfer to occur when the normal payment schedule occurs on a weekend date - I would advise the CFPB work with its policy making partners to ensure electronic payments are processed and honored for a period of not less than 5 business days post transfer date. The actions by Mr. Cooper have contributed to the worst mortgage transfer I have ever experienced - I have had these happen more than 5 times with never an issue this is the first instance where the actions of the receiving service provide appear to intentionally mislead consumers to their own benefit through the accrual of incremental daily interest. It is laughable in XXXX to suggest consumers send a check or a data transfer and boarding should take seven days to complete.
Company Response:
State: SC
Zip: 290XX
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: Trouble during payment process
Subissue:
Consumer Complaint: I submitted complaint # XXXX to the CFPB on XX/XX/XXXX regarding my difficulties having my mortgage payments applied correctly by Mr. Copper. I like to pay my account one year in advance, but every since Mr. Cooper took over my loan in XXXX, they apply the entire payment as additional principal and I have to call them to get it straightened out. It is NEVER resolved with just one phone call, and I have to make multiple calls every couple days before anything is done. The CFPB forwarded my complaint to Mr. Cooper, and they investigated. I eventually received a response from a XXXX XXXX. In his letter, he never acknowledged there is a problem with how Mr. Cooper in handling my loan and instead blamed it on me not being set up on a maximum prepay plan. He specifically states in his response, our policy does not allow an account to be paid ahead more than XXXX XXXX XXXX XXXX months ahead unless the account is setup on our maximum prepay plan. Make note that he says UNLESS the account is on maximum prepay. I made XXXX payments since filing the complaint, and as I expected, NONE of them were applied according to my instructions and all were credited as additional principal. I called Saturday XXXX XX/XX/XXXX ), to convert the account to maximum prepay, but the gentlemen who answered the phone kept putting me on hold wanting to review my payment history, even though I told him I just wanted to convert the account. I eventually got tired of being on hold, and hang up. I called again today, ( XX/XX/XXXX ), to make the conversion, and since I had the time, to have the XXXX payments I made applied correctly. The woman on the phone was very pleasant, but I highly doubt that she accomplished anything. Because I have been going through this every month since XXXX of XXXX, I know that the first thing that happens is I see a reversal of the payments by the end of the working day. Anytime I dont see that, nothing happens and I end up calling again every couple days until someone does something. These payments are not reversed on my account. Sadly, when someone finally does take action and do something, it usually turns out to be something wrong and is even more trouble to straighten out. The woman sent the form to convert to maximum prepay. The section for maximum prepay states that once an account is ahead XXXX months, all additional funds will be applied to principal if no other fees/costs are due. This is the complete opposite of what XXXX XXXX told me, and the opposite of what I am trying to accomplish. I attached the following documents : Proof of XXXX, XXXX, XXXX, XX/XX/XXXX payments with designated distribution of funds. Account page showing how all except XXXX payments were applied, although it was all put to principal also. Mr Cooper payment information showing funds can be applied as requested if there are no outstanding fees/costs. Section of XXXX XXXX letter saying I can pay more than XXXX months in advance as maximum prepay account. Section of form which states that under the maximum prepay plan, funds will be applied to principal if more than XXXX months ahead. I must also say I am highly disappointed with the CFPB. I thought their purpose was to assist the consumer and reach a satisfactory resolution. Yet, once the company gave their response, the CFPB closed the file. No attempt was made to find out if I was satisfied or felt it was resolved, and there is no place to register my dissatisfaction and request the case not be closed. I really didnt need CFPB to forward a complaint. Ive made enough complaints of my own to Mr. Cooper, so they are well aware of my issues and how unhappy I am with their company. It seems like CFPB is just another XXXX agency draining taxpayer funds, but doing nothing to actually help the consumer.
Company Response:
State: CA
Zip: 94561
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to National Mortgage LLC d/b/a Mr. Cooper in XXXX of this year. I originally refinance my loan on a 21 year term with a monthly payment of {$1800.00}. Their records show a 30 year loan with a monthly payment of {$1400.00}. I have been trying to get this corrected with no success. A person, XXXX XXXX, was assigned to get it corrected a month or so ago but it still hasn't been done. Also another problem just occurred on XX/XX/XXXX. Somehow an impound account for hazard insurance was set up without my permission. My original loan did not have any impound accounts. They made an unauthorized payment of {$1000.00} to my homeowners company.
Company Response:
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were misinformed on a home loan modification years ago and were to have settlement on the sale of the home and discovered there is a {$31000.00} lein on our home which is preventing the sale of our home. No one can tell us where this money went after the modification occurred. It certainly didn't come off our mortgage amount.
Company Response:
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our home and closed our loan with Nationstar Mortgage LLC d/b/a Mr. Cooper in XX/XX/XXXX. Our new Mortgage company paid off our loan with Mr. Cooper on XX/XX/XXXX. We were owed a refund for overpayment and received a check in the amount of {$4300.00} on XX/XX/XXXX. Our bank held the check for clearance and then released the funds, which we began to use. On XX/XX/XXXX, Mr. Cooper placed a " Stop Payment '' on the check, which made our account negative in addition to fees. We called Mr. Cooper for an explanation and were told the original check was incorrect by {$9.00}, which they owed us the additional {$9.00}. Instead of sending us a second check for the {$9.00}, they cancelled the original check. We have been in constant contact with them for the last 3 months and every single week, sometimes twice a week, we get a different answer as to why we still have not received the refund that is owed to us in the amount of {$4300.00}. Every agent we speak to assures us they will find a resolution and call us back. We have yet to receive a call back or receive any resolution.
Company Response:
State: TX
Zip: 77339
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern - I am writing to ask for help with my primary mortgage company, Nationstar Mortgage LLC, dba Mr Cooper. I have one major issue with this organization that I have been trying to get cleared up for over a year now, with no success. In addition I also have concerns regarding how this mortgage was re-financed back in XXXX. With regard to the current issue, this organization has been incorrectly claiming that I am behind with my mortgage payments and that has been applied to my credit report, with a result of my credit rating going down significantly. In XXXX, XXXX, I contacted my credit union XXXX XXXX XXXX XXXXXXXX XXXX XXXX ) when I realized that my account did not have enough funds to cover the check I had sent to cover my XX/XX/XXXX mortgage payment to Mr Cooper. I asked the XXXX XXXX to cover the check while I moved money into the account, and they verbally agreed to cover the check. They did not cover the check however and it was returned to Mr Cooper. Mr Cooper did not send the check back to me but presented it again to my XXXX XXXX despite telling me that they would not re-present the check. The check was cashed but Mr. Cooper did not apply the funds to my account but instead put the funds into a holding account. These funds are still in this account and have not been applied to my account. Ever since they have been reporting my account as in arrears and have been applying late charges every month. I have tried talking with them but they refuse to credit my account or to remove the false late charges. I contacted the MN Atty General 's office to help but all they were able to get from Mr Cooper was that they would remove the charges and fees if I could provide written proof that I had talked with my XXXX XXXX, which of course I can't. Can you please help me get these false charges removed from my credit report and from my account? I do not see how they can hold my money without crediting it to my account. This has kept me from re-financing this awful mortgage with another more reputable company. With regards to the XXXX re-financing issue, in XXXX I was trying to modify my SECOND mortgage as it was due to mature. I was told by my then FIRST mortgage lender that I HAD to modify my first mortgage at the same time I was not given a choice in the matter, despite not wanting modify the first mortgage. When the papers were presented I found that my payment terms had gone from a 30 year product to a 40 year product, and that the monthly payments were hardly different.
Company Response:
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have made multiple attempts with the lender to secure a loan modification over the last several years. On 2 separate occasions I submitted alleged applications for loan modifications with no ability to submit documentation and with no review of any documentation. On or about XX/XX/XXXX I received a letter indicating that my modification had been approved. However, the lender refused to honor that approval. I filed a dispute with the CFPB and there were multiple responses back and forth in which they continually denied having granted the modification despite the fact that it was provided in writing. The pandemic began in XX/XX/XXXX and I applied for a forbearance in XX/XX/XXXX which put the dispute process on hold. I spent the majority of the following year on state mandated lockdowns and suffered a significant loss of income. On or about XX/XX/XXXX I contacted the servicing center to request a new modification because I was advised that my forbearance period had expired. I was advised that an application would be mailed to me. I did not receive the application. I followed up with a phone call on or about the last week of XXXX to request that the document be mailed out again at which time I was advised again that no submission of documentation was allowed ; and a review of my modification was again conducted without review of documentation. This is the second time that this had occurred. I received an email several days later on Saturday XX/XX/XXXX indicating that a nee loan workout document had been uploaded in my online account. The document was not available in my account so I contacted them on Monday XX/XX/XXXX at which time I was advised that my request had been denied. This is the second time that I have been denied the opportunity for a loan modification as a result of a refusal to review documentation. Prior to the last 2 requests for modification a previous modification that had been granted was denied due to their error regarding a payment that was improperly processed. I have been denied modifications based on their errors and negligence and my loan is now excessive because I have been involved in ongoing disputes due to their negligence and the pandemic. Additionally, I was significantly impacted financially by the pandemic. I spent most of XXXX and the beginning of XXXX on lockdown as a result of state and locally mandated lockdowns. I am now being denied a modification despite the fact that interest rates have been significantly reduced and and my current interest rate is at least 1-2 points higher than the fed interest rates which would significantly reduce my payments. This company has not acted in good faith regarding my current and previous modifications. The denials of my modifications are in violation of the Mr Cooper XXXX Multistate Consent Decree ; and they are continuing in violation of that consent decree.
Company Response:
State: CA
Zip: 91505
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A