Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I paid my mortgage payment through the mortgage company 's, Mr. Cooper ( formally Nationstar ), website. The full regular payment amount on - {$1200.00} was withdrawn from my bank account on XX/XX/2021. On XX/XX/2021, a payment of + {$1200.00} from Mr. Cooper ( Nationstar ) was credited back to my bank account. A third transaction occurred the same day of XX/XX/2021 deducting - {$1200.00} from my bank account. The activity on XX/XX/XXXX was NOT authorized by me, nor was it disclosed by Mr. Cooper. I have not suffered a financial loss. To my knowledge, my credit score and on-time payment history has not been affected, but this is highly suspicious activity. This can not be a computer error. I highly doubt it was a human error. Mortgage companies do not conduct business this way. I wanted to file this complaint to document Mr. Cooper 's irregular business practices.
Company Response:
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper ( Nationstar ) withdrew four unauthorized payments from my account on XX/XX/26, resulting in a loss of almost eleven-thousand dollars intra-day, as well as incurring of excessive transaction fees from my XXXX XXXX.
Company Response:
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i requested for Loan Modification on XX/XX/XXXX and XX/XX/XXXX Mr. Cooper declined Loan Modification. Now they based this application on my Deceased grandparents. I inherited property through a Trust and yes they have had copies of both Death Certificates, Trust and Title back in XXXX. I am only on Title and XX/XX/XXXX I sent over via fax a XXXX XXXX Modification Application and all supporting documents such as tax returns, XXXX, etc ( 25 pages XXXX. On XX/XX/XXXX called Mr. Cooper to confirm receipt of faxed documents ( 25 pages ) spoke to XXXX who stated they received all 25 pages. So when I asked about this letter dated on XX/XX/XXXX showing Items still needed ( /income, tax returns, etc. ) she placed me on hold to ask underwriter. The underwriter had told her that they needed my grandfathers death certificate. I do Not feel comfortable knowing that they have all the documentation needed for myself and yet there asking for information on deceased people. Now there telling me to check back within 5 business days.
Company Response:
State: CA
Zip: 93702
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
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: I see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper mistakenly issued multiple withdrawals to my account, causing my account to have negative funds, endangering my other payments, and jeopardizing my credit history. They corrected the issue and advised me to continue monitoring my account for any additional errors from them. It is unfair for me to allocate time and resources to verify their mistakes were corrected or to make sure no more have appeared. I am not confident this will not happen again. They lack transparency and are just incredibly incompetent.
Company Response:
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper withdrew my mortgage payment 3 times which is NOT even due without my authorization. I am now left with a negative account and no money to even buy groceries for my family. I have called every single day and get the same response and apology and they keep saying that the issue will be resolved. Ive called my XXXX XXXX and they say they cant do anything to stop the transactions and that Mr Cooper has to reverse the payments. Im in complete panic because I have zero money and dont know when Ill get my money back. My bank has assured me that nobody has been in contact with them regarding the unauthorized transactions. Mr. Cooper is lying to us every time we call saying they are handling the issue. I need my money back immediately!!
Company Response:
State: TX
Zip: 77581
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/21 my mortgage payment was automatically processed out of my XXXXXXXX XXXX account to Mr. Cooper for the amount of {$1800.00}. On XX/XX/21 four separate withdrawals were incorrectly taken from my checking account in the same amount, each {$1800.00} for a total of {$7500.00}. These were off schedule withdrawals and should not have been taken from my account.
Company Response:
State: IL
Zip: 60610
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I called my mortgage company, Mr. Cooper, for about the 6th time, because they were giving me different answers about removing my PMI. I let them know that they could not refuse this due to the Homeowner 's Protection Act, and I was then told that I could send in around {$12000.00} to reduce my principal within the limit. I did that and requested that they remove the PMI. On XX/XX/XXXX I followed up to find out that they had not removed the PMI and the woman ( no name given ) said that she would " submit the paperwork. '' On XX/XX/XXXX, I spoke to a woman that said that I was still {$800.00} dollars from the point where PMI would be removed and she then transferred me to " XXXX '' who informed me that somehow my home was now in a FEMA Disaster Area and that XXXX XXXX would not allow the PMI to be removed unless I PAID for an assessment. I am beyond disgusted with this company. Any help would be appreciated.
Company Response:
State: NC
Zip: 27603
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a homeowner almost 22 years. I have NEVER had an issue with paying my bills or mortgage payments until my loan was sold from XXXX to Mr Cooper. I have never had issues but they said Im behind 3 payments when I am actually ahead 1 month. When mortgage was sold I was sent email XX/XX/XXXX This means that Mr. Cooper will start accepting payments on XX/XX/XXXX at Nationstar Mortgage LLC d/b/a Mr. Cooper, Payment Processing, XXXX XXXX XXXX, XXXX, TX XXXX. If you have scheduled any payments for after the Transfer Date through XXXX XXXX XXXX, those payments will be cancelled and you will need to contact Mr. Cooper to reschedule them. If you use online bill pay through you financial institution, you will need to change the payment information to Mr. Cooper. I started receiving late notices and reports to my perfect credit! I sent proofs of payment to XXXX @ mr Cooper.com XX/XX/XXXX. I continued to receive late notices, extra charges, threats to my credit. So I called and was assisted by XXXX XXXX who said I was sending to wrong place so checks had to be forwarded and were past the year mark and no longer being forwarded. I sent him notices of my payments that same day while I was on the phone XX/XX/XXXX. I then sent copies of my bank statements. I then called my bank WITH him to have him hear the money was taken out days I said. Checks were made to me Cooper. Money sent XX/XX/XXXX arrived XX/XX/XXXX XXXX payment Money sent XX/XX/XXXX arrived XX/XX/XXXX XXXX payment Money sent XX/XX/XXXX arrived XX/XX/XXXX XXXX payment Per bank corresponding check # s XXXX XXXX XXXX I heard from XXXX XXXX XX/XX/XXXX that XXXX payments found and applied. But 3rd payment still missing. I informed him I hope he didnt suggest I pay again, since bank informed him money was taken out of my account, sent to address I was given its out of my hands. I have never heard back from Mr XXXX nor anyone else and a payment is still due, no one there has apologized, no one has fixed my credit! I want out of this horrible company! This is their error! Help! Im on hold now 48 minutes waiting for Mr XXXX or a manager to give me an update because theyre ignoring my emails! The bank will not cancel and reissue check! Mr Cooper is XXXX me & my credit! Now on hold for Mr XXXX or his manager re an official update on this issue, 1 hour!
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was contacted by my existing mortgage provider and offered an opportunity to refinance my FHA mortgage with my mortgage company ( Mr Cooper ). I was advised that due to being an excellent customer and not being in arrears for the life of my loan I had qualified for a program called a Streamline refinance. My refinance was done in and around XXXX XXXX of XXXX. During my discussions with regard to the refinance, I was advised, before I began every telephonic discussion, that due to the nature of the discussions, all calls were/ would be recorded and I was asked if I would agree to my calls being recorded. I was further advised that if one does not agree to being recorded, the telephonic call discussion would not proceed. I agreed to every call being recorded. During my telephonic discussions with the loan officer, a Mr XXXX, and prior to agreeing to the refinance, I specifically enquired as to the process and requirements to have my PMI ( private mortgage insurance ) cancelled. My private mortgage insurance costs approximately {$280.00} and is paid on a monthly basis. The loan officer advised me that PMI will be removed/ cancelled when my loan to value ( LTV ) ratio reaches a 78 % to 80 % threshold. The loan officer went on to further describe the 3 scenarios which usually result in achieving the required LTV of 80 % : 1 ) when my loan is paid down with regular or a lump sum payment such that the required LTV is achieved. 2 ) If the homeowner, did renovations or home improvements that resulted in an increased value of the home, to the level where the new value of the home resulted in achieving the required LTV. 3 ) When the market value of the home increases due to external market conditions that result in the home becoming more desirable and valuable and hence resulting in an increase in the value of the home which subsequently achieves the required LTV. The information provided by the loan officer, was the same as what I had found while researching on line ( and what was subsequently confirmed by the CFPB when I called in recently ). Knowing that I was due to receive a substantial amount of funds in XXXX and believing that my property would likely achieve not one but probably all 3 of the scenarios, I relied on the information provided to me by the loan officer and I signed up for a mortgage refinance with Mr Cooper. By XX/XX/XXXX, I had 3 of my immediate neighbors sell their properties for substantially more than previous sale prices. All 3 of these homes are exactly the same in both age and design, as my home, as we live in a community development. The pandemic had resulted in a surge in demand for homes and as a result the prices of homes increased substantially. With the extremely low APR rates being offered and together with the increased home values, I called my mortgage provider ( Mr Cooper ) in and around XX/XX/XXXX to enquire about having an assessment done on my property so that I could cancel my PMI as well as refinancing at the lower available rates. I was then told by Mr Cooper that my PMI could not be cancelled. I explained to Mr Cooper, the exact details surrounding my discussions and the recorded telephonic conversations that I had with the loan officer in XXXX. I emailed Mr Cooper several times requesting for the voice recordings as well as transcripts of the recordings. I explained that I had relied on the information provided by the loan officer in XXXX to make my refinancing decision and I believe I had been misled by both Mr Cooper and their loan officer. I was told that Mr Cooper could not provide me with the recordings and that discussions would be had with the loan officers manager with regard to my suggestion that there had been misrepresentation on the part of the loan officer and hence the mortgage company, Mr Cooper. I had hoped that if they did not want to release the recordings directly to me, then they would request for the management team to listen to it privately to verify my claims. I wrote several emails to Mr Cooper, all detailing that the telephonic recordings were mandatory and that these recordings would confirm my version of the events. Initially my requests were ignored but when I persisted, I was repeatedly denied access to the recordings and was subsequently advised that these recordings would not be made available to me. I have repeatedly been told that I signed the loan documents with Mr Cooper and was therefore bound by the contract. I accept this as Fact and have a copy of the signed contract. I have tried repeatedly to explain that the loan contract was entered into with Mr Cooper and myself based on a misrepresentation that was perpetuated by Mr Cooper and their employee. I subsequently read the TILA ( Truth in Lending act ) and responded to Mr Cooper by stating that the mortgage provider ( Mr Cooper ) owed me, the customer, the greatest duty of care and good faith and they have fallen far short of this requirement. As a first time home buyer, the duty of care is greater and the very essence of the TILA was to protect consumers from unscrupulous mortgage loan providers. The wording surrounding the cancellation of PMI is a, grey area as it is an event that usually occurs only during the latter part or late in the life of the mortgage : It is not a scenario that is detailed in writing in any part of the initial loan contract as it never applies to the initial contract but it is a scenario that can only occur at any time subsequent to the signing of the mortgage contract. This is what results in my use of the term, Grey Area Despite all the on line material and discussions clearly stating that it is an event that can occur both naturally, by the passage of time and by events controlled by the home owner as well as events beyond the control of both the home owner or the loan provider ( market demand ) and should therefore be clearly detailed in all loan contracts. It is a very real and inevitable scenario and should be spelled out in full and absolute detail. The very purpose of PMI is to protect the lender who has offered a loan to a client, that said client, not being able to fulfill the required 20 % down payment required during conventional mortgage loans. The risk to the lender is mitigated by having the PMI. The additional payment for the PMI is paid for by the home owner and the cancellation thereof should be based entirely on objective facts and not on subjective decisions made by the mortgage provider. When the LTV reaches the 80 % ratio, the risk to the lender no longer exists and with the removal of the risk to the lender, hence the PMI should be removed as well. Despite all the overwhelming evidence and facts, Mr Cooper refuse to release the recordings and despite acknowledging an error/ miscommunication on the part of their loan officer, they refuse to rectify the situation. It has been 5 months since my original request to Mr Cooper, they have repeatedly delayed on every request and have not responded to my last email hence my call and subsequent complain to the CFPB. The delay has cost me the opportunity to take advantage of the lower APR rates that were on offer at the time as well as preventing me from being able to resume post forbearance mortgage payments .of what I estimated would be my revised mortgage payment.
Company Response:
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A