Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an open mortgage with mr Cooper loans. Today myself and many customers noticed multiple payments withdrawn without consent leaving my account negative. Some payments were refunded There was no payment due and I am not on auto payment either. Nobody answers their phone. Their XXXX page is flooded with complaints.
Company Response:
State: IL
Zip: 600XX
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: Closing on a mortgage
Subissue:
Consumer Complaint: Mr Cooper started an escrow account for our homeowners insurance without our asking. They wanted to hold up our refinance because they say we owe them money they paid on our homeowners insurance. We paid our mortgage & homeowners insurance on time for our entire mortgage, but out of nowhere they decided to add an escrow account which we never asked for. I spent over 2hrs on the phone with Mr Cooper on XXXX, from XXXX to past XXXX. I spoke with XXXX, XXXX, & XXXX XXXX ( XXXX ) among others, & got our title company on the phone to talk to them. I talked to XXXX, who said they received payment from my wife for our insurance, but had not received payment from Mr Cooper ; they could not reimburse us or make us whole for money they had not received. My conversation with Mr Cooper ended after 2hrs 55mins while waiting for a supervisor from the dept which paid the insurance without asking. Mr Cooper was never able to tell me the Name of who decided to pay the insurance without our asking ; there seemed to be no real accountability for this decision made inside their company. at the end of the call, we had to pay them 1,465.88 $ for the insurance and some interest they added to the account ; XXXX XXXX XXXX acknowledged that I was being charged on the basis of a mistake which Mr Cooper made by paying the insurance, not through any mistake of my own. If we hadn't paid, they would have held up the Refi, & we wouldn't have got the rate we had set up. I am now waiting for a supervisor from Mr Cooper to call me back.
Company Response:
State: IL
Zip: 60618
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: Mr. Cooper Mortgage company charged my payment over 20times and refunded me over 20 times as of today XX/XX/2021. Then after they cleared up their mess they charged me twice which left me with a negative - {$740.00} in my bank account. Thus leaving m penniless for today which i coluld not buy breakfast this morning nor buy lunch as of right now because im at work and i do not have a XXXX on my account. Im going to have to get home so i can eat. By then itll be over 24hrs since inlast ate
Company Response:
State: TX
Zip: 78542
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: Nationstar, Mr. Cooper Mortgage withdrew my bank account below the limits with 6 unauthorized mortgage payments consecutively.
Company Response:
State: WA
Zip: 98370
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: Our mortgage is with Mr. Cooper/ AKA Nationstar. We paid our mortgage on the XXXX like we do every month. This morning we woke up to 5 unauthorized debits to our bank account. The amounts were immediately credited back and this apparently happened to hundreds of their customers. This is extremely concerning that this company initiated debits into customers ' accounts without notifying us that it happened in advance. This is illegal and this mortgage servicer shouldn't exist.
Company Response:
State: MD
Zip: 20740
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Cooper Loan Service. My current mortgage was sold to this servicer. They have recently charged thousands of people this past week thousands and thousands of dollars by accident they are claiming. This is incredibly scary for people who live paycheck to paycheck having huge sums of money being deducted.
Company Response:
State: IL
Zip: 60402
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: Mr. Cooper issued seven {$1300.00} payment transactions for a total of XXXX that were unauthored from our checking account. This cause our account to be overdrawn.
Company Response:
State: VA
Zip: 23236
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: Unauthorized withdrawal from XXXX XXXX Checking account by Mr Cooper. XX/XX/2021. They have fixed this issue. This error occurred to many individuals. Brought my checking account below XXXX. Again, not authorized!!!!!! No explanation or guarantee this will not happen again.
Company Response:
State: IL
Zip: 60634
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/XXXX, Nationstar/Mr. Cooper mortgage company charged me XXXX and thousands of others XXXX multiple times for our mortgages. These unauthorized charges were eventually corrected, however it caused me and other consumers to overdraft on our accounts. While the issue has been corrected by reversing the charges, I think this was a huge problem on multiple fronts. XXXX ) I don't have auto pay set up, yet somehow 3 unauthorized mortgage payments went though. It sounds to me like this was any recent transaction ( I paid my mortgage on XX/XX/XXXX ) was repeated multiple times. Either way, the fact that Mr. Cooper had the ability to send 3 unauthorized charges through to my account is a serious problem, and sounds like fraud. XXXX XXXX XXXX XXXX didn't stop these payments at the get-go. Most times when multiple of the same charge comes through, a bank puts a stop to it. That didn't happen. On top of that, I was never notified that this happened from my bank - I just happen to check my account every day and saw that my savings account was in the negative, when the day before I had a few XXXX dollars in there. Why wasn't I notified by XXXX about this at all? They only seemed to post a XXXX statement about it. I called XXXX and waited an hour on hold to be told I had to file a fraud claim and send back a paper form for everything to get resolved, yet on social media, I connected with many people who heard different things from XXXX regarding when it would be solved and how to report the issue. XXXX ) In the process of reversing the charges, 3 more charges went through then 3 more reversals occurred. That brings it to a total of XXXX unauthorized transactions on my account now, along with 6 reversals. As a result, I've now hit my savings withdrawal limit of 6 when I'm only about 4 days into the statement period. I called XXXX and they said going forward I can call if there are any fees for the withdrawals I'll need to do this statement period to get them waived, but I think this is just a band-aid, and I shouldn't have to call them yet again to deal with this. My withdrawals should be 0 since none of these were authorized payments. XXXX XXXX Mr. Cooper has almost no way to talk to a human being. I called multiple times and tried multiple routes with the automated phone system, yet each time I got a response saying that the " volume of calls due to Covid is too high so we're unable to take your call at this time '' and then got hung up on. Unacceptable when there's a major issue. It's not hard to add an alert to an automated phone system that there's a problem. I wrote a " secure message '' to them on Saturday, which was only just answered today with a generic statement they've been sending everyone else - I get that it's busy, but the lack of ability to talk to a human is a nightmare. Hours into the problem, they posted something on XXXX. Many hours after that, they finally sent out an email about the issue. Even then, none of the statements really owned the problem, it mainly said that transactions were being reversed. Mr. Cooper and XXXX were blaming each other initially, then eventually Mr. Cooper said it was a third party payment vendor. I'm one of the lucky ones in the sense that I only had 3 charges and was overdrawn by only a bit, but some people had their checking or savings accounts wiped out and overdrawn by thousands of dollars. This caused major stress and other issues for thousands of people, while I'm lucky and wasn't affected as badly as some, I think the " oops '' excuse isn't enough to make this right. Both XXXX and Mr. Cooper made some serious errors here, and just putting the money back and saying sorry isn't enough.
Company Response:
State: IL
Zip: 600XX
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: Mr. Cooper ( the mortgage company ) processed my payment due XX/XX/2021 on XX/XX/2021. Today, XX/XX/XXXX, an additional payment was taken from my checking account, but was not posted to my mortgage account. I did not authorize this additional payment. Mr. Cooper claims on their blog that they are working with banks to correct this and should have been corrected before the payment was posted. This didn't happen, however. I am unsure how they intend to reverse possible fees incurred without contacting every individual. My auto payment had to be delayed and money had to be transferred from my savings to cover for their error and prevent a cascade of additional financial issues. The time lost and the interest lost is not being offered to me, and I would like to be compensated for this effort. Mr. Cooper is a name change for this company, which has had issues previously with billing and just settled with the government on this issue. It appears they haven't resolved their issues with billing and processors, and they should take their customers ' finances more seriously.
Company Response:
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A