Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Saturday, XX/XX/XXXX, Nation Star - Mr. Cooper debited my monthly mortgage payment three times totaling {$7700.00} from my XXXX XXXX checking account causing my account to be overdrawn. I immediately logged onto the Mr. Cooper website and reviewed my payments and the only payment I saw for XXXX was the regular payment I made on XX/XX/XXXX. I did not see any of the three additional payments. I called XXXX XXXX and after an hour of waiting to speak with a representative, I was told that they were receiving many calls with the same complaint. XXXX issued a stop payment but they said because it was the weekend the money would not be credited back until Monday or Tuesday ( XXXX XX/XX/XXXX ). Therefore, that left me with no access to my money in my checking account. Mr. Cooper never posted a statement or contacted customers directly to inform them of what had happened. I only found out because I set up to receive alerts from XXXX XXXX when large amounts are debited from my account. I tried calling Mr. Cooper on Saturday, XX/XX/XXXX but couldn't reach a live person and there was no recording informing customers of the issue. It wasn't until XXXX XXXX. on Saturday, XX/XX/XXXX, Mr. Cooper sent out an email informing customers of a " payment processing issue ''. Stating a processing issue at one of their electronic payments vendor resulted in a number of customers having their bank account debited incorrectly. The money was credited back to my account but it caused a lot of stress especially during this pandemic when many are having income issues and trying to make ends meet. Mr. Cooper should have communicated much earlier with their customers and also XXXX XXXX should have flagged the transactions suspicious and blocked them until they were able to contact me to verify if I authorized the payments.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper processed {$7000.00} in mortgage payments from my bank account without permission.
Company Response:
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company took over {$16000.00} in authorized ach payments and blamed the banks.
Company Response:
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Saturday XX/XX/XXXX I received a text message from my bank that my checking account account was negative over XXXX XXXX dollars due to multiple mortgage payments debited by XXXX XXXX. My loan is current and I have never been late and I am set up with auto payment. I tried calling all day but their phone lines were not taking calls and it wasnt until XXXX in the afternoon did I see a social media post about the error and later that afternoon my account was credited back. The amount of stress this caused for the day was unacceptable, and I understand mistakes happen but to not notify anyone all day is unacceptable. I didnt get an email from XXXX XXXX until XXXX at night.
Company Response:
State: NY
Zip: 11563
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I don't understand why my mortgage loan amount remains the same despite my owning my home for over XXXX years. If I paid $ XXXX per month ( for a year ) and for XXXX years -- why has my home loan amount remain {$110000.00} -- this is the cost of the home that I had bought over XXXX years ago. I await your help.
Company Response:
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Concerning Mr. Cooper mortgage company. XX/XX/2021 I was notified by XXXX XXXX via a mobile alert at approximately XXXX my checking account was - {$2900.00}. Noted on my transactions was 2 ACH withdrawals of {$1700.00} XXXX totaling {$3500.00} XXXX from Mr. Cooper mortgage company. I did not authorize these transactions. These transactions were also not listed under my payment activity through Mr. Coopers mobile app. I immediately called XXXX XXXX and after 2 phone calls, I was told there was nothing they could do and I was to wait it out ( I have the phone recording ) I attempted to call Mr. Cooper and requested a call back and this never happened. I learned of this fraudulent activity through XXXX. Mr. Cooper did not make a statement until later in the day. I received an email at XXXX from them explaining what had happened. I also was not notified via Mail that my mortgage was going to increase due to an escrow shortage. I have had this company since XXXX and I am extremely unhappy with their customer service and delayed response to an extraordinary event.
Company Response:
State: OH
Zip: 450XX
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to get help with a loan modification with mr Cooper mortgage. I have a letter that states I am a successor of interest for the property & im being told unless I have legal documentation showing Im taking ownership of the property it wont be approved. From my understanding & reading online, a successor of interest has the same rights as the original borrower of the loan & that I should be allowed to get a modification.
Company Response:
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SaturdayXX/XX/XXXX woke up to 8 unauthorized monthly payments taken out of my account. Called Mr. Cooper multiple times and was either disconnected or advised to leave a call back. Even sent messages on face back. No one had gotten back to me at all and had to find out through XXXX there was even an issue.
Company Response:
State: DE
Zip: 199XX
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 the morning of XX/XX/21 my mortgage company Mr Cooper over withdrew my checking and savings account {$5500.00}. They took three months of mortgage payments in a row. Ive never been late, Im not on auto payment and had already made my XXXX payment. In the morning of XX/XX/XXXX I woke up to my bank accounts drained and had no money. Im lucky I have credit cards to get me through the day before the funds were replaced 12 hours later. I also bank with XXXX and it seemed to be an error on both parties Mr Cooper and XXXX for this unacceptable error according to social media. After an hour on hold with Mr Cooper I was offered no explanation but there was an issue with payment processing and XXXX after an hour on the phone with them could only route me to the claims department but did not give me funds to use for the day. I want to know what exactly happened and what compensation the company is going to award their customers for there inconvenience and breech of trust/law/ethics
Company Response:
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter dated XX/XX/2021 identifying my mortgage was being transferred from Mr. Cooper to XXXX XXXX as of XX/XX/2021. The letter states the date my present servicer which is Mr. Cooper will stop accepting payments is XX/XX/2021. I made a payment through the Mr. Cooper app on XX/XX/2021. On XX/XX/2021, I received confirmation the payment of {$3500.00} was posted to my account. In speaking with my Bank on XX/XX/2021 my Mortgage Servicer Mr. Cooper reversed my payment back to my bank. The details on my Bank account show this payment was reversed. This is unacceptable and violates Mortgage Servicing regulations & UDAAP. The funds for this payment are good and should not have been reversed by the servicer. Mr. Cooper 's practices are abusive to me as a consumer and also violates servicing regulations. I will gladly have my Bank provide any proof demonstrating the lender reversed my payment. This should be resolved immediately and my payment should be credited as the regulations requires as of XX/XX/2021.
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A