Date Received: 2023-11-10
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I originally had my loan with XXXX XXXX and never had any issues. My Loan was then transferred to XXXXXXXX XXXX and this is where the problems started. They raised the amount of my loan and never told me. However, I was still making my payments, as I regularly would have, but they were not applying them. Then I applied for a Modification, once I found out that they had raised my payments, I had this approved and then they sold my loan to RightPath Servicing ( Mr Cooper ). The modification was still intact and I made my payments straight from my bank. RightPath ( Mr Cooper ) never applied these payments and has now cancelled my modification and I am in jeopardy of foreclosure. I have copies of where these payments were sent, I have tried to reach out to the person that has been handling my account, since we had scheduled meetings via phone call, but she ignores me every time.
Company Response:
State: FL
Zip: 34286
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: In XXXX XXXX XXXX, my home mortgage was transferred from XXXX XXXX to Mr. Cooper. I had elected automatic payments multiple times - online, over the phone. Monthly automatic payments were applied On XX/XX/ I logged into Mr. Cooper ( who has recently been hacked, their site has been degraded since XX/XX/XXXX, I suspect many people 's account information has probably been lost ). My account was displaying a late payment. It was not clear which payment was missed, but I owed 2x my normal monthly payments. I was not alerted at all that : Automatic payments had been discontinued I was late on my payments, as a result of automatic payments having been discontinued Further, Mr. Cooper had removed the bank account I had had on file! I had previously made about half a dozen automatic withdrawals from my checking account. There was no way to make the payment without adding a new bank account. When I checked my alert settings, they do not opt users in to being notified about late or due payments. It seems very mischievous- discontinue the homeowner 's automatic payments, do not alert them about payments when they become late, and then make it difficult for them to pay later on.
Company Response:
State: IL
Zip: 60613
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On Thursday, XXXX XXXX, 2023 I received an email from my mortgage handler that stated ; " On XX/XX/XXXX, Mr. Cooper became the target of a cyber security incident and took immediate steps to lock down our systems in order to keep your data safe. We are working to resolve the issue as quickly as possible ''. On XXXX, XXXX XXXX, 2023 I received a notice of cancelation for nonpayment of my homeowner 's insurance policy from XXXX XXXX XXXX and XXXX XXXX the insurer. This was the first and only notice I received. The letter stated that the policy had been canceled for nonpayment XXXX XXXX, 2023 per policy terms. On Monday, XXXX XXXX, 2023 I called my insurance agent to explain that the mortgage handler must have failed to make the disbursement and explained that they were subject of a cyber attack and have cut off all communication with their clients except for updates posted to a webpage, so I am unable to shed any light on what happened or is happening. My only recourse was to make an out of pocket online 3 month minimum payment on the policy to reinstate the coverage. So that is what I have done. Today is Thursday, XXXX XXXX and I still can not get and customer service from Mr. Cooper and still have a tax disbursement that is about to be late in not paid ASAP.
Company Response:
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: Hello I am contacting you for home loss prevention. I am current in all payments of mortgage and property tax and have never defaulted even in the past ever since the house was purchased in XXXX. My XXXX son is on the XXXX of XXXX XXXX his benefits and the good public schooling of my kids are both connected to our home address. This is to kindly let you know that I have a conventional XXXX XXXX loan with 30 year term and my loan assumption application has been denied by Mr. Cooper the mortgage lender and all because they need an income of {$10000.00} per month and mine is {$6200.00} including everything. I am already their client and bought this house in XXXX. All they are required to do is to remove my XXXX XXXX XXXX name off the loan entirely. My home situation is fragile as I am a XXXX mom with XXXX XXXX XXXX XXXX XXXX boys in my full physical custody and this house is the only asset I have got in my divorce, I have always been able to keep up with all debt obligations after divorce And is solely taking care for 2 years of my mortgage and property taxes. I would not be able to buy another home after selling this and my rent alone would be {$3000.00} per month in XXXXXXXX XXXX which is equal to the mortgage I pay month to month. Please talk to Mr. Cooper my mortgage lender let them see my side, the title of my house is solely in my name and the mortgage has both my and my ex name on it and his name is to be completely removed. The equity of this house is almost equivalent to what I owe {$610000.00} in the house so why can't the equity of the house be my co-signer and my ex name be totally removed from the liability? I am also open to the idea of loan modification with the years of mortgage payment increasing to lets say 40 years from 30 years to bring the monthly premium down from {$2900.00} to much lesser so the debt to income ratio looks healthier and I get approved for the loan assumption but only if it continues to be the same rate of interest as 3.375 %. But denying my loan assumption application just because there is debt income disparity doesnt explain it. I am a XXXX woman, am a U.S. XXXX, just trying to raise my kids in a safer environment and this house is crucial for that growth. Kindly help. Under our current XXXX XXXX XXXX XXXX case court is making orders forcing me to sell the house if my exs name doesnt come off by XX/XX/XXXX. So the matter is really time sensitive and Mr. Cooper is aware of it. Thank you XXXX XXXX XXXX
Company Response:
State: CA
Zip: 95148
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: I listed my property for sale in XXXX and it went under contract quickly. The closing attorney requested a copy of the title showing Mr. Cooper as the lien holder. According to the SCDMV XXXX XXXX XXXX was still named as the lien holder which I never had as a lender. My closing attorney said they needed to get a duplicate title from the DMV naming Mr. Cooper as the lien holder. I have been in contact with several people at Mr. Cooper concerning this since XXXX. XXXX XXXX has been the primary contact. I also spoke to a XXXX in the escalation department. For a week I have left voicemails with both people and have not been called back. I explained that I can not afford to pay two mortgage payments and that I need to sell my property ASAP. This has held up the sale of my property for 3 months now. I call them at least once a week and get the same answer that nothing has changed. This property was purchased in XXXX and Mr. Cooper has had it since I believe XXXX. The title has never been changed in XXXX XXXX and no one can tell me who the XXXX XXXX XXXX is and why they are on the title. Mr. Cooper has failed to get the paperwork completed and filed when they took this loan over and now I am suffering for their mistakes financially. If you own a mobile home, I would check to see if the title is correct. My attorney told me this is very common for Mr. Cooper to NOT have the title in order and is why he always requests a title before proceeding with a closing.
Company Response:
State: SC
Zip: 29150
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I signed and got approved for a mortgage agreement with XXXXXXXX XXXX in XX/XX/XXXX. I received a letter from XXXX XXXX on XXXX XXXX stating that my loan was sold to them and will be serviced by Rushmore Loan Management Services LLC, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. The loan payments include payments to an Escrow account for XXXX insurance which I obtain from XXXX XXXX XXXX Co. The insurance policy period was from XX/XX/XXXX to XX/XX/XXXX. The premium was paid in full as part of my closing costs. On XX/XX/XXXX, I received a notice of cancellation from XXXX XXXX XXXX. I spoke to a XXXX XXXX agent about this notice. The agent told me they did not receive payment from Rushmore Loans ( from Escrow account ) which was due on XXXX XXXX and that the policy will be cancelled on XX/XX/XXXX if no payment is received. On XXXX XXXX, I called Rushmore customer service. ( which are horrible ) several times On XX/XX/XXXX, they connected me with their insurance department, gave them my loan #. They could not find the loan, transferred me back to customer service. On XX/XX/XXXX the representative told me they are transitioning loans to Rushmore Servicing and this could be the problem and not to worry, the premium will be paid. Called back on XX/XX/XXXX, same promise to pay. I called XXXX XXXX XX/XX/XXXX. No payment received. Called Rushmore on XX/XX/XXXX, spoke to XXXX, supervisor. First he told me insurance will give lead time. I told him that the lead time has expired and my insurance will be cancelled. He said don worry we will pay the premium. Called XXXX XXXX back, no payment received. The XXXX XXXX agent suggested I pay out of pocket to keep the policy in place and they will reimburse me when they receive payment from Rushmore. I then reached out to XXXX XXXX XXXX and spoke to XXXX XXXX who told me she contacted Rushmore and they told her they will not pay premium because I already paid out of pocket. Next I receive a letter from Rushmore on XX/XX/XXXX stating that I requested to remove insurance from my Escrow account and will now be responsible for payment of insurance. I never requested this. They did refund me the Escrow balance on XX/XX/XXXX. I have had dealings with many mortgage companies over the years and never have I witnessed such incompetence. This company is awful. They can not even manage a simple Escrow account.The company 's complaint resolution process is inadequate and ineffective. Also, when calling customer service, they put on hold for XXXX minutes and then hang up.
Company Response:
State: NY
Zip: 11758
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Made payments to Mr Coopers mortgage They sent money back to bank. They sent me foreclosure start date letter. We can't get a hold of Mr coppers due to Cyber attacks on there website and phone call center.
Company Response:
State: TX
Zip: 78249
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My Mortgage loan with Rushmore Loan Management Services ( purchased by Mr. Cooper in XX/XX/XXXX XXXX ), was transferred or sold to Rushmore Servicing with a balance of XXXX. Notice was only received 15 days after the transfer. Mr.Cooper ( doing business as Rushmore Servicing ) raised my monthly payment from {$1300.00} to {$1300.00} without providing notice or justification. No balance was due on XXXX, per the Rushmore Loan Management Services online website, a subsequent statement was published for that date by Rushmore Servicing requiring the new higher payment {$1300.00}, due on XXXX. The XXXX payment of {$1300.00} was made on XXXX The XXXX payment ( {$1300.00} ) was scheduled for XXXX and posted to my bank account that day. That payment has not been reflected in the Rushmore Servicing account, still showing a payment due for XXXX Additionally, Mr. Cooper reported my 30 year mortgage as closed to the Credit Bureaus XXXX XXXX XXXX XXXXXXXX ) effectively downgrading my credit score. Repeated attempts to contact Rushmore Servicing Customer Support on the matter just result in waiting on hold for 30 minutes then a disconnection. One wonders if Mr. Cooper ( Rushmore Servicing ) staged their own 'hacking ' incident to distract from their incompetent and invalid processing.
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On or about XXXX or XXXX 2023 I logged on to my mortgage site, Mrcooper.com, to check to make sure my payment was scheduled to come out on XX/XX/2023. I immediately encountered a big red banner explaining Mrcooper was under a cyber attack as of XX/XX/2023 and the site was locked for security. A link was provided and on the FAQ was a statement that when ACH payments would resume MrCooper would notify customers. On XX/XX/XXXX {$2200.00} was taken from my checking account under the NSM DBA MRCOOPER name. Mr Cooper customer service can not verify that the payment was received by them. Therefore I have no idea whether they received it or the cyber criminal has. They also provided me with a link to file a complaint with them ( www.mrcooper.com/legal/complaints ) then after filling the customer " ticket '' and clicking submit it will not accept the " ticket '' because the site is shut down. Also I would not have even known that the company was under an attack unless I logged on... no email or phone call was ever received by me. I do not understand how the company can go ahead and process transactions with having a secure way to confirm payments received.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: As a follow-up to complaint XXXX, on XX/XX/2023, Mr. Cooper made an unscheduled XXXX unapproved debit of my ( and I assume thousands of others ) linked checking account without notification. My monthly payment is scheduled to be completed on the first of the month, as has always been the case for the duration of this loan. The lack of information flow and poor management of the cybersecurity incident affecting Mr. Cooper has left me without a sense of what PII may have been released, when future payments will or will not be debited, and severe lack of confidence in the ability of Mr. Cooper to service my loan competently. Furthermore, payments are not being recorded on Mr. Coopers website, despite clearly being recorded by the bank ( see attachments ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A