Date Received: 2021-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my checking and saving account with another bank. Nationstar dba Mr. Cooper was sold my mortgage and has been my mortgage provider for about a year or so. I do not do automatic mortgage payments but pay the mortgage with Mr. Cooper 's app. On the morning of XX/XX/21 at XXXX XXXX, Mr. Cooper made four unauthorized electronic mortgage withdrawals from my checking account XXXX {$640.00} each withdrawal totaling {$2500.00} XXXX. This wiped out my checking account and caused my savings to automatically deposit the needed funds into checking. I called Mr. Cooper 's customer service line as soon as their " office '' was open at XXXX XXXX XXXX ( XXXX XXXX XXXX ) no less than four times. Each time I was put on hold without speaking to a live person and that my wait time would be longer than ten minutes. However, one minute after that message I was told by their system that they were experiencing higher than usual call demand and to call back another time, then it hung up. This happened each time I called. I went to my bank branch and spent the morning with their customer service department, who was overwhelmed with the fallout of Mr. Cooper 's issue, and filed a complaint/dispute with my bank. My funds were reimbursed later in the afternoon but I wanted your office to be aware of the unauthorized access of consumer accounts by Mr. Cooper. Mr. Cooper said it was a problem with their processing vendor. Regardless, I and other consumers had money taken out of our accounts ( one article from another state said one person had seveXXXX withdrawals totaling {$10000.00} XXXX without authorization. The scary part in the morning was not knowing if these unauthorized withdrawals by Mr. Cooper would continue.
Company Response:
State: OH
Zip: 43081
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: On Friday XX/XX/XXXX we noticed multiple payments were processed through Mr Cooper mortgage company resulting in our bank account being over drawn {$11000.00}. All day Saturday XX/XX/XXXX we attempted to reach our mortgage company and would get the message due to high call volumes they were unable to take calls, goodbye. I went into our mortgage account and submitted a ticket- no response. I XXXX their reviews and see everyone is having the same issue and again nobody can contact them. Around XXXX on the XXXX our money was placed back in, but the lack of communication, the fact that this isnt the first time this has happened with this company and how they handled it was completely wrong.
Company Response:
State: NY
Zip: 11779
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: Other transaction problem
Subissue:
Consumer Complaint: Mr cooper/ Nationstar took 7 ACH payments out of my account causing - {$12000.00} overdraft. Didn't have any pending payments scheduled and did not authorize these payments.
Company Response:
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar financial aka Mr. Cooper Mortgage company withdrew the entirety of my XXXX checking account. They took out our monthly mortgage six times.
Company Response:
State: NY
Zip: 10312
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX, 2021 weve made two payments on our mortgage to Nationstar XXXX DBA XXXX MR. Cooper. One via check USPS priority mail mailed on XX/XX/2021, is for XXXX payment the second payment dated via online portal XX/XX/2021 cleared paid on XX/XX/2021 and for XXXX payment. The Payment for XXXX, check # XXXX {$2700.00} via mail MR.Cooper did not apply it into our account until the month of XXXX, and the payment for XXXX {$2600.00} is reversed into our account instead. The XXXX payment is missing just disappeared. Weve learned about the missing payment we login into our account when we made a payment for XXXX, so now the XXXX payment went into XXXX payment because MR.Cooper is refusing to correct the error theyve made on our account. We called several times, fax, and mailed all the paper work from our bank account additionally we had a 3 way call with our bank and an agent name XXXX on XX/XX/2021. XXXX advice us that our account will be corrected by XX/XX/2021. He provided us a case number : XXXX we cant pay our XXXX payment until our account is corrected otherwise if we pay now it be applied to XXXX payment weve already paid XXXX payment. As of XX/XX/2021 our account are not corrected theyre giving us the run around.
Company Response:
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 my mortgage loan is being transferred to XXXX XXXX, a XXXX XXXX of Nationstar Mortgage, from XXXX XXXX Mortgage. On XX/XX/2021 I made my first payment on this loan and also included a principal curtailment of {$96.00} resulting in a new principal balance of {$200000.00}. When I received my first statement from XXXX XXXX they showed the transfer principal balance as {$200000.00} thus ignoring my curtailment made. I have contacted both XXXX XXXXr and XXXX about this issue and still have not received a resolution to this transfer error. My next payment is due on XX/XX/XXXX and I have informed them that I will not make it unless they correct this error.
Company Response:
State: MI
Zip: 49525
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr Cooper continues to ignore me and not provide me VERY simple information about my mortgage. I have not been contacted about my earlier complaint. They have now also started calling and harassing my wife. EVERY singe person I have talked to, even supervisors, has given me verifiably wrong information. I am trying to figure out how to stop the Covid-19 relief that I needed. I can't get proper information on how much I will even owe on a partial claim. I was told one figure by a representative when I signed up for it, then I got a number that was double when I got the paperwork. Weeks later, I can't get any information on where the double payment from the estimate I had even came from. I can't get correct information about how to pay off the partial claim. They are simply harassing me and giving me false information and taking advantage of me during a very hard portion of my life.
Company Response:
State: MO
Zip: 63123
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2020 I applied for a Covid-19 Forbearance plan with my mortgage provider Mr. Cooper. At the end of the forbearance period, the total amount from the forbearance period is due unless the amount is moved to the end of the loan. I applied for a modification to have the amount moved to the end of the loan so that I could resume payments but my request was denied. I have been told that the only way I can resume my payments of {$940.00} monthly is by paying the lump sum of {$16000.00}. The company replied that I am not eligible for a modification because I have had three modifications for the life of my loan. I have shown that I would like to stay in my home and I don't think that Covid-19 should be considered a normal situation for an exception.
Company Response:
State: MS
Zip: 39056
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX Mr.Cooper deducted 3 mortgage payments from my checking account that was not authorized. Caused my account to become negative and caused undue harm to myself and family as that was all the money we had.
Company Response:
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: In XX/XX/XXXX My husband and I bought a home in XXXX Missouri. Due to husband having better credit was the only person on the note. Deed of Trust and all other Docs 16 pages Property Joint Borrowers XXXX Husband learns he is XXXX ill. XXXX Husband notifies XXXX XXXX XXXX the need to modify loan to affect a lower inerest rate XXXX XXXX notifies my husband that he had too much income to qualify for the Program XXXX XXXX sells Loan to Nationstar Mortgage XXXX Husband gives sole ownership of Family home through a Probate Transfer make wife XXXX. Filed at the XXXX County Courthouse XX/XX/XXXX XX/XX/XXXX Husband passes away from XXXX XXXX Nationstar takes over loan Widow gets slightly behind due to making funeral arrangements husband did not make that months payment unbeknownst to Widow. XXXX Widow submits all documents to establish her as Co-Borrower.Executor of her husbands Estate Request assumption.modification REQUEST DENIED XXXX have Mortgage Payments current apply for assumtion/modification to lower interest rate to make pmt more affordable REQUEST DENIED XXXX payments Current Apply to Assume/Modify Loan Denied stating my name was not on the loan. XXXX Nationstar DENIES Loan Assumption Application Stating that the loan did NOT ORIGINATE BEFORE XXXX therefore ineligible to Assume or Refinance. XXXX More requests to refinance and to put my name on the loan and allow me the widow the benefits of an ONTIME Mortgage Reports to Credit Bureaus. XXXX Nationstar due to corrupt practices reorganizes itself as MR. COOPER. XXXX aPPLY for assumption/REfinance at XXXX credit Union DENIED due to low credit score. XXXX Realize that MR COOPER was not any more consumer friendlier then Nationstar, NEW NAME SAME abuse of this widow. Basically i have been denied any right to access any of the equity in my home. I have and continue to pay Mortgage Payments, Taxes, Homeowners Insurance, Plus make significant property improvements with out the other benefits my husband would have enjoyed had he lived. Most recent Denial to Assume DATED XX/XX/XXXX recieved in todays mail. I remain stuck in this box having to think every single day about my husbands death with no hope to move on. my rights are being violated not being an attorney i dont know which specfic to my rights as a successor. Catch 22 My score is low because of lates or dischrges after my husbands passing. The unreporting of Mortgage Payments made ontime keep my score low while giving the Mortgage Company their reason for DENIAL visious cycle. I am so so very much ticked off and frustrated. Ones house is their biggest investment and i should be able to tap into the benefits of a lower inerest rate which remains at 6.87 % to this date. I firmly believe i am being discriminated against as a woman. And a target for not getting the relief i seek as i may be considered a good future foreclosure opportunity. It seems to me that by accepting my payments etc. That i have in Fact already assumed this loan. My last assumption attempt was made on XX/XX/XXXX XXXX on XX/XX/XXXX or XXXX I called to check the status of my app i was told that since my payment had not been made/posted i was ineligible to assume. My Mortgage is paid every month when i get my social security check. Mr , Cooper had no reason to assume the XXXX Pmt would be any different.
Company Response:
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A