Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Saturday, XX/XX/XXXX, Mr. Cooper made an UNAUTHORIZED mortgage withdrawal from my XXXX checking account. I have automatic payments set up, for as long as I have had my mortgage the payments are fully funded. This is one ADDITIONAL mortgage payment, after my regular XXXX monthly payment was processed. I spent HOURS on the phone trying to get a hold of Mr. Cooper and XXXX, and finally ended up speaking to my local bank branch. I don't understand how a company can make an ADDITIONAL mortgage withdrawal which was NOT AUTHORIZED from my account. There was an automated email that went out from the company. I have tried to contact them via the email provided and I am getting XXXX delivery error messages that it can not be delivered.
Company Response:
State: NJ
Zip: 07871
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 Nationstar DBA Mr. Cooper as my mortgage company. On XX/XX/2021 while reviewing my bank account I noted 2 reversals of payments from them. I contacted them and was advised that they use a 3rd party vender to take out automatic payments and that the vender had taken out unauthorized payments and that this was a refund for them. I asked if they were going to be taken out again as I was going to use the money for other things. I was advised that they would not be requesting the reversals back. On XX/XX/2021 in the evening, I checked my bank account again and found that they had again taken out 2 unauthorized payments. I again contacted Mr. Cooper and was told that they are working on the problem but the payments were unauthorized and should not have came out of my account.
Company Response:
State: OR
Zip: 97301
Submitted Via: Web
Date Sent: 2021-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, Nationstar, dba " Mr. Cooper '', extracted {$1800.00} from my checking account without my approval. An email was sent to myself and MANY other customers notifying us of the issue, however, this doesn't excuse the issue itself. " Mr. Cooper '' deposited the same amount, {$1800.00}, back into my account. I had spoken to representatives at the company who, while " very sorry '', was not able to provide a 100 % guarantee that this issue wouldn't happen. They proceeded to state the issue was not with " Mr. Cooper '' but with the 3rd party payment processing company they use.
Company Response:
State: NH
Zip: 03431
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: My wife and I have three rental properties, mortgaged through Northstar dba Mr. Cooper here in Texas. We have the mortgages set up for autopay on the XXXX of each month. On XX/XX/XXXX, our account was correctly debited for {$510.00}, {$720.00}, and {$810.00}. We woke up Saturday, XX/XX/2021 to find our checking account had been overdrawn. Mr. Cooper debited our account SEVEN ( 7 ) times for each of the mortgages, already paid for on XX/XX/XXXX. The total amount taken from us was {$14000.00}. A call Saturday morning with XXXX ( our bank ) indicated that this problem had occurred with all of their customers that had mortgages with Mr. Cooper. We are now financially whole, we've gotten the charges reversed, but I consider this unauthorized withdrawal of my funds no less than theft. I spoke with a cfpb representative, XXXX, at around XXXX XXXX on XX/XX/2021, who told me that the cfpb does not intervene in any way on these issues, which I found disappointing.
Company Response:
State: TX
Zip: 75077
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 had ( 7 ) extra, unauthorized payments deducted from my checking account.
Company Response:
State: LA
Zip: 710XX
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: On XX/XX/2021 My XXXX XXXX Checking Account showed a ACH deduction from Mr. Cooper, my XXXX XXXX XXXX. The amount was my normal Mortgage payment of {$1200.00}. I already paid my XXXX Mortgage payment on XX/XX/2021. I am not behind on my payments. I also do not have automatic payments set up with Mr. Cooper. I pay every month with Mr. Coopers online service. My payment dates range from the first of the month till the XXXX or XXXX of the month. I have never had a automatic withdrawal and if I did I would not have 2 Mortgage payments being deducted with the same month. My next Mortgage payment is due XX/XX/2021 with a grace period until XX/XX/2021. Mr. Cooper released a statement that thousands of not more customers had their accounts withdrawn without prior authorization by Mr. Cooper over the weekend. They also stated in their press release all cases were resolved by the end of business on XX/XX/2021. My account is still showing the {$1200.00} as a deduction and I had to file a complaint to dispute this amount with XXXX XXXX. This dispute can take 10 days or longer. In the meantime I am not short {$1200.00} that is to be used for other bills and necessities. I believe the actions of Mr. Cooper fall under the UDAAP law and I would like to know what can be done to rectify this error by Mr. Cooper. Thank you for your time.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - Nationstar DPA Mr Cooper - auto drafted our bank account 7 mortgage payments total of {$9900.00} causing our bank account to go in the negative over {$8000.00}. I spoke with customer service at Mr Cooper and they were little help as the rep could not explain what happened. I did also speak with my bank and filed with the bank these were unauthorized payment withdrawals. We are not set up on auto draft from our bank account nor would we ever allow 7 payments at one time to be drafted on our mortgage loan. Mr Cooper has since reversed the payments on XX/XX/XXXX. However - we were unable to access our bank account for 3 days due to being in overdraft. I am filing complaint to stop this from happening again to myself or someone else. A mortgage company should never be allowed to deduct payments from a bank account not authorized by a consumer. Glitch or no Glitch this is unacceptable
Company Response:
State: TX
Zip: 76018
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I have tried to contact Nationstar Mortgage, LLC many times in regards to the assignment of mortgage and wrongful foreclosure action. I attempted to contact Nationstar Mortgage via an error requestt letter sent certified mail on XX/XX/2021. Nationstar Mortgage, LLC has not responded as of XX/XX/2021. I am once again attempting to contact Nationstar Mortgage, LLC via an administrative procedures Act letter dated XX/XX/2021 in an attempt to allow Nationstar Mortgage, LLC to resolve issues in regards to the information and facts contained within the administrative procedures act without further litigation.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I lost my job due to the pandemic and entered forbearance with my Mortgage company Mr. Cooper ( backed by XXXX XXXX ) around XX/XX/2020. I'm concerned my mortgage company is creating loop holes to deny people on the 2 3-month forbearance extensions the White House Administration has instilled to protect people like me. I've been denied based on a technicality I feel they lured me into. In XXXX, I kept getting notifications from my mortgage company ( Mr. Cooper ) urging me to select a plan for when the forbearance ends. The only options presented were 1. Pay everything I owe in one lump sum ( can't ), 2. Sell the house or risk losing it, or 3. Request a modification. I chose the modification. Once the forbearance extension option was brought to my attention, I was told I can't apply for forbearance because I applied for modification. I cancelled the request for modification and applied for Forbearance. I'm being told the investor is saying no to my forbearance extension request because I'm pushing past delinquency of 12-months. *Important to note I applied for the modification BEFORE my forbearance expired. I recall actively reaching out to Mr. Cooper 2-weeks before my forbearance ended. The modification process was ongoing, I never received any approval notifications. Now that I've requested a forbearance extension, I'm told I'm being denied bc I'm " pushing past delinquency. '' Managers at Mr. Cooper are saying I'd be hitting a 15 month limit, meanwhile it is a maximum of 18-months allowed, and I'm only at month 12 or 13. Can the investors just reject or decline my extension request? Does their reasoning make sense to anyone? I've called Mr. Cooper many times, it's difficult to get clear information. What can I do to get on track to the forbearance extension? Before the pandemic, my mortgage was current and in good standing. It's currently almost a month past due because I was awaiting on results from the forbearance extension request. They kept telling me it's under review ( for several weeks ). What are my options? Are they creating and taking advantage of loopholes to deny my much needed request for forbearance extension? I am currently unemployed. Please advise. Thank you!
Company Response:
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing rights to my mortgage were recently purchased by Mr. Cooper. So far, I have made two automatic monthly payments of {$2700.00} each by linking my checking account to personal checking account to my Mr. Cooper mortgage account. I have only authorized Mr. Cooper to make withdrawals on a particular day for my regular monthly mortgage payment. On Saturday, XX/XX/XXXX at XXXX XXXX, I was sent a generic email message from Mr. Cooper to inform me that their " vendor '' mistakenly processed unauthorized withdrawals from many different customer accounts. They promised it would be resolved quickly and that they would cover any overdraft fees, but this was still very concerning to me. I checked my checking account balance over the weekend and there was no withdrawal processed, so I assumed my account was not affected. However, today I checked my account and Mr. Cooper had processed FOUR SEPARATE WITHDRAWALS OF {$2700.00} EACH that were cleared by my bank yesterday XXXX Monday XXXX. While I also had transactions processed the same day to reverse all four withdrawals, I am incredibly angry that such large amounts of money were processed through my checking account without my consent and with very little information or notice from Mr. Cooper. How is it possible that internal controls at Mr. Cooper would allow such a huge mistake affecting many of their customer accounts? How did it not raise flags that for my account ( and many others like it, according to press accounts ) that multiple withdrawals were being processed on a single day, when the norm would be one such withdrawal per month for a mortgage that is payable monthly? I am flabbergasted that this wasn't caught beforehand, given how unusual this would be for the typical mortgage account. This could have been a major problem for me and other Mr. Cooper customers ( who, like myself, probably aren't Mr. Cooper customers by choice ), particularly given cash flow issues faced by many during the pandemic. I am requesting that this be investigated and that Mr. Cooper be held accountable for this issue. I am extremely disappointed in the " explanation '' that has been given by Mr. Cooper to date.
Company Response:
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A