Date Received: 2021-04-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Nationstar Mortgage dba Mr Cooper violated the HOEPA provision prohibiting charging a consumer for payoff demand/quote. The following details are for Loan # XXXX which is now fully paid/closed. Mr Cooper allowed a third-party ( new lender ) to indiscriminately request multiple, redundant, and repetitive payoff quotes, then billed me ( borrower ) from the loan payoff funds for the amounts noted below totaling {$250.00}. Multiple phone calls to Mr Cooper have resulted in an answer that the loan is now closed and no further action can be taken on their part. XX/XX/XXXX - {$50.00} = {$30.00} for Payoff Quote good through XX/XX/XXXX and {$20.00} for Expedited Delivery XX/XX/XXXX - {$50.00} = {$30.00} for Payoff Quote good through XX/XX/XXXX and {$20.00} for Expedited Delivery XX/XX/XXXX - {$50.00} = {$30.00} for Payoff Quote good through XX/XX/XXXX and {$20.00} for Expedited Delivery XX/XX/XXXX - {$50.00} = {$30.00} for Payoff Quote good through XX/XX/XXXX and {$20.00} for Expedited Delivery XX/XX/XXXX - {$50.00} = {$30.00} for Payoff Quote good through XX/XX/XXXX and {$20.00} for Expedited Delivery
Company Response:
State: CA
Zip: 92054
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Time Line of Issues with XXXX XXXX XXXX XXXX CA XXXX Purchased the house, in XX/XX/XXXX, the house was Titled 3 Bedroom 2 baths. I immediately brought it up to both Realtors, as well as XXXX XXXX, that the house was not as described on Listing nor title. Was told by all that it would be corrected in escrow, to reflect 1 Bedroom 1 bathrooms. This up to the day of turning keys over to Mr. Cooper, was never completed. XX/XX/XXXX. Upon moving in, I went to Property tax office in XXXX, CA, to follow up, and was told, and inspector would come to the house to verify, for Property tax assessment, and changes to ttle. Never happened, instead, XXXX XXXX County building and safety showed up, stating that a report had been filed that someone was living in the garage. The garage as we thought was the detached garage, away from the main structure. What we found out that the house was originally built with a two car garage under the house, and had never been permitted, for Bedrooms. We were given notice, of impending fine, if not permitted legally, as well as having illegal storage sheds on property unpermitted, and Patio Cover unpermitted. I immediately went to XXXX XXXX county Building and safety, to inquire what had to be done, and why was this property sold, without knowledge given to us, about permit issues. Was told I had to submit plans, and pay fees for permits, to legalize the bedrooms, including tearing out a portion of the walls, and ceiling so inspector could see if insulation and wiring were to code. This unfortunately, opened a huge bucket of worms. I paid for drawings, permits, and each time I returned to XXXX Building and safety, they had yet another hurdle to jump. The Septic system was not permitted, correctly, the HVAC system, was not installed properly, and the washroom, was illegal, to fire code. I paid out several thousands of dollars trying to get drawings, permits and construction, in order to stay, but the costs were elevating so high, I could no longer afford to try. I approached XXXX XXXX on advice, and was told to file a Deed in lieu of foreclosure to be able to move out and maintain my VA eligibility. I started with filing all the paperwork, through ( Mr. Cooper ), via, XXXX, and XXXX XXXX, as well as many others, whom never at any given time was I told that I would lose my VA eligibility, due to a Claim being made by ( Mr. Cooper ), against VA. Weeks, and months went by only to tell that waiting was part of the process. Then XXXX XXXX, became involved, and trying to get in contact with him, was impossible. At no given time to include present was I ever given any paperwork, releasing me from the home, nor did settlement, showing ( Mr. Cooper ) make a claim against my VA eligibility. We vacated the property in immaculate condition, even getting {$1500.00} from ( Mr. Cooper ), for the home being in such excellent shape. Not including the improvements, permits, and upkeep, we had put into the property, with adds up to thousands of dollars, and enabled ( Mr. Cooper ), to have no issues selling the home, after it was listed. But even with it being listed, I was never given paperwork, relinquishing my responsibility of such property. The VA appraiser, took the word in his own appraisal, from the Sellers Agent, that all the painting, floors, and improvements, had been done within the last year. So untrue, I located the Builder of the Patio cover, he stated, that he built the cover without a permit, as well as the septic system, same. The plumber whom did a lot of the work, in the house was prepared to go to court with me, then all of a sudden he dropped all help, and refused to talk with me when the previous owner contacted him. The appraiser put a second bedroom could be added for a nominal fee of around {$5000.00} in the appraisal, not once stating the property he as appraising wasnt as titled nor as per description in listing. He also gave credit for two illegal unpermitted rotted out storage buildings. VA Appraisers are there to help protect the veteran. He was also a Real-estate salesman, another red flag. After having the property surveyed, I also found out the fencing and water culvert is on the neighboring property. Even more money, and trouble to get corrected. After months of banging my head against the wall in this process, did I find that they had sold the house for more than owed, and yet I am being told he made a claim against my eligibility for {$44000.00}? Why was that required to be paid back to VA? I didnt discover any of this until I tried to refinance my current home, through VA. XXXX XXXX, VA informed me I had no eligibility, due to this claim. XXXX XXXX, also stated, that my eligibility was no longer. XXXX XXXX, for XXXX XXXX started helping me, then dropped it like a ton of bricks. XXXX XXXX ( Mr. Cooper ), whom has not spoken with me since XX/XX/XXXX, even insured me that all was well, and no issues, with DIL, and I would receive full documentation, of such. Never happened. I only found out they had sold house, because I had been watching relator.com. I am filing this with hopes that I can be guided, into getting my entitlement, back. I served 24 years of my life for that. Too many red flags, were raised for myself the XXXX to be done this way. I have numerous emails, texts, and photo 's if needed. Some files exceeed the 10Mb so I can not load. I also feel I should be given copies of all paperwork, including but limited too settlement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 932XX
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: On XX/XX/21 Mr. Cooper d/b/a Nationstar Mortgage, LLC debited a total of {$2500.00} in 3 separate transactions from my bank account, when only a single mortgage payment of {$840.00} is scheduled for XX/XX/21. My bank was thankfully able to restore the funds. However, in a pandemic when everyone is experiencing financial hardship, this is glaringly-shameful example of corporate negligence for which Mr. Cooper d/b/a Nationstar Mortgage, LLC should be held accountable.
Company Response:
State: IL
Zip: 61107
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 On XX/XX/XXXX, I noticed a notification of a document that I was prompted to review from my mortgage company, Mr. Cooper. I logged and found that a Escrow Analysis had been done and found that I was in deficit of {$10000.00} and my mortgage payment was going to increase from {$2800.00} to {$4900.00}. Needless to say, I called Mr. Cooper and they stated that I have an Escrow had a deficit and I have a new AV in the amount of {$17000.00}. This in my opinion could only be true had I done any major home construction improvements like add a bathroom, expand a kitchen, add a deck. I have done nothing. My home is a new construction and as the Tax Assessor explains that because it was a new construction and was under the reporting of the builder, my first year taxes did not include the home structure Assessed Value. So that's why there was a lump sum payment at the end of XXXX in the amount of {$10000.00}. Mr. Cooper is stating that they have reviewed the Tax Assessors website and looked up the property and have made an estimated assessment that my taxes will be at year end {$17000.00}. When in fact if you look at the tax assessors letter its clear that the estimated AV, based on XXXX interest rate because XXXX interest rate has not been distributed, will be {$11000.00}. The Tax Assessor explained that when the XXXX interest rate is distributed, it would never be in excess of thousands of dollars. My main complaint is that I believe that Mr. Cooper like many financial institutions are preying on people with FHA Loans that consistently pay their mortgage with ways to make more money on those accounts. I say that because Mr. Cooper representatives have been literally hounding me to refinance, I receive an insane amount of emails, phone calls and letters. They are promoting some FHA refinance package that allows people to refinance with no credit check, no downpayment. I understand that there are programs around like that for people who are in severe financial distress I am still employed so I though I struggle with balance, I am not in that place. I am reporting this complaint because practices like this do a couple of things : 1. Allow people to lower their payment who are not in need to do so and limits resources to people who may desperately need to lower their payment. 2. Allows banking institutions like Mr. Cooper get away with financial bullying If I did not have the mental acuity to call the Tax Assessors office to get answers, I would believe the mortgage company and would probably be forced to sell my home or refinance which could ultimately be the cause to me losing my home since Mr. Cooper so strategically generates these scenarios.
Company Response:
State: NJ
Zip: 07731
Submitted Via: Web
Date Sent: 2021-04-30
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: On Saturday, XX/XX/2021, my XXXX account was overdrawn nearly {$5500.00} due to my mortgage company Mr. Cooper pulling multiple unauthorized payments from my accounts. I attempted to contact them all morning Saturday and then they closed their call center at noon which left me with no alternatives until Monday. I had no cash for food or gas and at least 1 credit card payment was returned by XXXX XXXX as a result of this error.
Company Response:
State: TX
Zip: 76227
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: Mr. Cooper recently purchased my mortgage from XXXX and they have owned my mortgage for 3 weeks. In that time they have auto debited my checking account 4 times, withdrawing an entire mortgage payment each time. I tried to contact them via their secure message center, their customer service phone number and their social media page and did not get a reply, let alone a resolution. My account was overdrawn by over {$4000.00} and I had nothing but a credit card for groceries, a car payment, bills and daily expenditures. They finally made a statement on social media that their payment vendor had an issue. Still no resolution. Still no direct contact. Still no refund and there isnt a thing I can do about it.
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2021 I show 7 payments for my mortgage coming out of my bank account following 7 reversals. I believe they took my funds to collect interest and returned the funds they took from my bank account! I did not authorize these payments so they did not have permission to take my money out of my account and use it to make it more money for themselves to pay their stock issues! Not okay I authorize one monthly payment online once a month when I make a mania payment every month! This is not okay they violated my bank account to benefit themselves!
Company Response:
State: NE
Zip: 68046
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, our banking account with XX/XX/XXXX had two unauthorized mortgage payments charged to our bank account. These charges were over {$4000.00}! We were on autopay for the last several years of which our payment processes on the XXXX of each month. XX/XX/2021 payment was processed on XXXX XXXX. The two erroneous charges were due to a glitch with the actual mortgage company 's payment processing system. This happened to thousands of customers. This matter was unauthorized and is an infringement on our rights.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I checked the balance of our checking account to see that Nationstar bank had taken an extra mortgage payment out of our account without our permission. While they also put the deposit back in, this is an intrusion into our account that they had no permission to do. I do not have an automatic withdraw set up with them. Additionally, Mr. Cooper / Nationstar sent me a letter saying our property was not insured and they were going to pay for insurance and charge us back with a policy that had less coverage and cost more. We have current insurance and always have. When I used the phone number they gave it's an automated system that directs people to a website, https : //www.mycoverageinfo.com/mrcooper/policy-manager/system-unavailable As you can see the system says " down for maintenance until XX/XX/2021, at XXXX XX/XX/XXXXit is past this time, I had an option of hitting zero and getting a live person, I was on hold for at least 20 minutes being told they were " experiencing heavy call volume '', then the call hung up on me. I re-called the auto phone system selected the option to file evidence of insurance via text, the link they sent? The website that is down.
Company Response:
State: CO
Zip: 80301
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Three mortgage payments were taken out of my account today by my servicer, Nationstar dba Mr. Copper. I received no communication from the servicer regarding this error. Not sure if my account was hacked.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A