Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, NationStar Mortgage ( dba Mr. Cooper XXXX drafted two mortgage payments of {$2100.00} - one of which was not authorized. Attempts to rectify this with Mr. Cooper customer service via email and online chat were unsuccessful. On XX/XX/XXXX, I saw news coverage outlining that Mr. Cooper was aware of the problem, as of XX/XX/XXXX, and would have all unauthorized debits reversed by the end of day on the XXXX. On the XXXX, the two debits of {$2100.00} on XX/XX/XXXX were still present, so on the XXXX I reached out to the reporter, XXXX XXXX of XXXX, to inform her that the press release was not accurate. She reached out to Mr. Cooper bout it who ask for my name. Shortly there after, debits and credits showed up all over the place. Including a debit on the XXXX, that was not there previously, two debits on the XXXX and two credits on XXXX. Both Mr. Cooper and my bank, XXXX XXXX XXXX, say they can not see this activity. NationStar is lying to regulators, the press and customersXXXX XXXX XXXX XXXX is not keep adequate audit records of how accounts and statements are being changed.
Company Response:
State: NC
Zip: 274XX
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: I have had trouble with Mr. Cooper in the past. I made my payment on the XXXX of last month and and when I got my bank statement they had took my payment out four times, they did redeposit but it cost me check charges n just messed my account up I am on a fixed income so do not have any extra money to play with. Last time it was paying my taxes then saying they would be three times as high next years and raised my payment from XXXX to over a XXXX it took six month to get that fixed now this.
Company Response:
State: MO
Zip: 638XX
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: I have a mortgage, since XX/XX/XXXX, with Nationstar/Mr. Cooper. By chance I discovered in late XXXX, that my mortgage payment was scheduled to increase by more than {$400.00} a month, due to a purported escrow shortage of approximately {$200000.00}. Further investigation revealed that XXXX, on behalf of Nationstar/Mr. Cooper, had made a payment in XX/XX/XXXX, in the amount of {$15000.00} to XXXX XXXX County Taxing Authority. This was in addition to a payment of {$7600.00}, also in XX/XX/XXXX, for property taxes I did in fact owe for that tax year. Apparently, XXXX, of their own volition and without any correspondence with XXXX XXXX County or with myself, paid what they thought were back taxes on the property. The XXXX tax website had not been properly updated and did erroneously show back taxes due, but they were for years prior to my purchase of the property ( in XX/XX/XXXX ) and in fact had been paid at a previous sale of the property. Calls to my closing agent and title company, and the XXXX Taxing Authority, confirmed that there were no delinquent taxes due on the property. XXXX issued a refund check, in the amount of {$15000.00}, sent to XXXX, I believe in XX/XX/XXXX, and that check was cashed by XXXX on XX/XX/XXXX. After numerous phone calls and hours and hours spent on the phone with Mr. Cooper ( I have spoken to no fewer than 6 escrow agents and 4 " escrow escalation '' agents, beginning in XX/XX/XXXX XXXX, this issue still has not been resolved! I am still paying mortgage payments that are {$400.00} more than they should be, and additionally, I have discovered that two new erroneous tax payments were made by XXXX, one in XX/XX/XXXX for {$4400.00} and one on XX/XX/XXXX for {$3200.00}. I was told that they will now " open another file '' with regard to these 2 additional erroneous tax payments. I really should not have to constantly monitor my escrow account for erroneous payments, then wait for refunds to be issued by taxing authorities and slowly make their way into the Mr. Cooper system! I have wasted numerous hours trying to resolve this and have delayed refinancing this loan because of the false escrow shortage. And now I see that they have repeated this pattern. It really is incompetent. When I was able to obtain the escrow accounting for the life of the loan, there were a few other instances of this happening, which were refunded and of which I wasn't aware. But I am not an accountant, so it is difficult and confusing for me to try to make sure that payments are not made in error, and that if they are, they are ultimately refunded and credited to my escrow balance. As of right now, I don't think I have yet been credited with the {$400.00} mortgage overpayments that took place for several months. I am being penalized for their mistakes and I am being forced to overpay while they resolve their incompetence. I do not trust them at all to properly manage my escrow account.
Company Response:
State: NY
Zip: 128XX
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: Nationstar Mortgage Company has withdrawn multiple mortgage payments from my bank account without my authorization and I DO NOT have autopay set up on my account. Nonetheless the payments were not applied to my mortgage.
Company Response:
State: FL
Zip: 32117
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: Mr Cooper made 2 unauthorized deductions from my checking account - XX/XX/XXXX {$2800.00} XX/XX/XXXX {$2800.00} and 2 deposits XX/XX/XXXX + {$2800.00} XX/XX/XXXX + {$2800.00} I am not signed up for auto pay and they are not authorized to do this. I paid my mortgage payment XX/XX/XXXX in the amount of {$2800.00}. I do not believe the explanation of a " third party '' error. This must be investigated.
Company Response:
State: CA
Zip: XXXXX
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: Mortgage was sold to another mortgage company. New mortgage company starts deducting second payments by autopay from my bank account. They are taking 2 payments for 1 month
Company Response:
State: WA
Zip: 98012
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: On XX/XX/2021 my mortgage company, Mr Cooper/Nation Star Mortgage, debted my bank account 3 times totaling {$3700.00} without my authorization. I have spoken to this organization multiple times with no resolution of this financial theft.
Company Response:
State: KS
Zip: 66061
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: Saturday XX/XX/XXXX my mortgage company Mr. Cooper-Nationstar sent an email to all customers stating there was a processing issue. I had a payment schedule for XX/XX/XXXX. Well I woke up Monday XX/XX/XXXX to my bank account being in the negative over {$700.00}. I then scrolled to see that Nationstar had taken 4 payments out, then reversing two and retrying one more ( not sure what that means yet XXXX. I then called them immediately getting a recording stating they are aware of the processing issue and they are responsible for all unauthorized charges and bank fees incurred and the issue would be resolved no later than Tuesday XX/XX/XXXX ... ..My husband and I called daily to find out the status of our refund and all they could say was by the end of the day ... By Friday XX/XX/XXXX the woman stated they were now told 3-5 day processing time from Monday the XXXX. Well here we are Monday XX/XX/XXXX and we have still not received the refunded of the two payments owed to us in the bank. I also submitted for a refund on the mr. cooper website for the bank fees of {$210.00} incurred so far. They say they will send in the form of a check! I have not had access to my funds or any money for a week now this is unacceptable!
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company is awful. Ever since XXXX sold my mortgage to this company, they have caused me nothing but pain and frustration. This time is unacceptable. XX/XX/XXXX - I made an additional payment of {$1000.00} toward the principal. XX/XX/XXXX - 7 individual {$1000.00} unauthorized payments were withdrawn by Mr. Cooper. As a result, I got 7 NSF fees at {$34.00} each. XX/XX/XXXX - I called Mr. Cooper to complain. They said they are working on the error to reverse the charges and should resolve the payment reversal on the same day. XX/XX/XXXX - By the end of the day, only 3 of the 7 payments were cleared the bank and the payment reversal were done the same day. XX/XX/XXXX - Finally got my NSF fees back. XX/XX/XXXX - I found out 4 more unauthorized {$1000.00} were withdrawn from my account again, and 4 more NSF fees were charged by my bank. I called Mr. Cooper again and they said they will work on it. They initially said those problems were fixed on XX/XX/XXXX. I told them this is not about XX/XX/XXXX, this is the problem they took out of my bank AGAIN on XX/XX/XXXX. They were clueless and said they will look into it if I send them an email with a snapshot of my bank statement and they will fix it immediately. No apologies were given. Until this day, XXXX, no money was returned to my bank. And because my bank was overdrawn due to their unauthorized payments, I don't have access to the money I had in the bank anymore.
Company Response:
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I entered the forbearance program last year and finished it and made 3 consecutive payments as they offered me a loan modification and told me not to make a payment until paperwork was complete. Called me after 3 months and gave me info on the offer which i declined a 40 year refinance at same interest rate and I only have about 25 years left. That put me paying around XXXX on a XXXX balance. Since I declined offer that put me in default and now im six months because they continue to tell me to not make a payment because they are still working on paperwork and the cares act is not over. They have even returned a payment to my bank. Alao send people out to take photos and will not release insurance claim money that was paid due to damage during the Texas freeze. My hands are tied.
Company Response:
State: TX
Zip: 758XX
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A