Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper is saying chase is at fault, and XXXX is saying Mr Cooper is at fault. This morning I woke to a XXXX $ Checking account balance taken from my account, 7 withdrawals of 2752.45 each. Overdrawn my account and didnt take any of my calls to correct this issue, calling the number took me to an automated service and then transferred me to customer service which stated because of Covid they can not take my call with the high call volume and hung up. I called numerous times and same results. I dont have automatic payments setup nor did I approve these charges. I had to pay 30 $ to stop payments to from XXXX and was not able to purchase food or gas or anything because of this today.
Company Response:
State: NY
Zip: 11714
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: As if today XXXX XXXX I already made my mortgage payment for the month of XXXX. But when I woke up this morning I was in shocked because when I checked my bank account I saw that theres 8 pending mortgage payment of {$2400.00} totalling {$19000.00} from Mr Cooper. I didnt authorize that payment.
Company Response:
State: NJ
Zip: 076XX
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: I paid my XXXX mortgage payment to Mr. Cooper on XX/XX/XXXX. On XX/XX/XXXX, I had awakened to realize that Mr. Cooper withdrew an additional 2-months ' worth of mortgage payments ( including the extra amount that I typically pay towards principal ). I am not enrolled in an autopayment program with them, so it appears that they utilized my stored banking info to make these unauthorized payments. During my several attempts to reach their customer service line, I was placed on hold and then the phone would just disconnect. During the Covid-19 pandemic, I am thankful to be able to pay my expenses. However, by no means did I expect to pay a {$1700.00} mortgage payment on XX/XX/XXXX, only to have 2- {$1800.00} unauthorized payments withdrawn from my bank account 10-days later on XX/XX/XXXX. It is a weekend and I can not get anyone from Mr. Cooper on the phone to address this issue. When I called my bank, they were well aware of the issue and have received numerous phone calls from other customers who were also Mr. Cooper mortgage customers. Hours have passed, and the only correspondence from Mr. Cooper has been the following social media message almost blaming customers for payment issues, which the truth of the matter is that Mr. Cooper is responsible for billing issues that have resulting in stress, major bank account deficits and no quick resolution for their mortgage customers. Mr. Cooper 's social media message posted XX/XX/XXXX at XXXX XXXX EST '' We are aware that some customers are experiencing payment issues today. We understand how concerning this is to those impacted, and we are working with the banks involved to resolve the issue as quickly as possible '' I'm writing today, to request that you look into this matter and the practices of this mortgage company.
Company Response:
State: GA
Zip: 30039
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: Nationstar mortgage/Mr Cooper withdrew {$9200.00} from my checking account without authorization. My bank ( XXXX ) blames Mr Cooper and Mr Cooper blames XXXX. I have no money in my checking account now with no resolution in sight!
Company Response:
State: IL
Zip: 60193
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: Mr Cooper made 7 unauthorized charges to my bank account. My account is overdraft by thousands of dollars by this irresponsible company. I still dont have any answers from them. A representative from Mr Cooper hang up on me when I was demanding a answer. Because of Mr Cooper my bank account is below XXXX.
Company Response:
State: GA
Zip: 303XX
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: Step 2 : What type of problem are you having? XXXX bank notification this morning upon waking up for a transaction. When we check the XXXX account Mr. Cooper took at two different times of the mortgage amount from our bank that made us negative balance. Of Note, we already paid mortgage bill for this month of XXXX XXXX. Step 3 : What happened? Me Cooper took an authorized mortgage payment from our XXXX bank account in two different instances of the said amount totaling {$4000.00}. Immediately husband called XXXX bank to notify them of the fraudulent charges, and me on the other hand called Mr. Copper ) XXXX, Texas ) and only to find out after 5mins waiting the call will just drop for no reason and says the operator you are trying to reach is unavailable right now. I did these two more times. It still the same thong, it drops the call after 5min of waiting. Check XXXX if Mr. Cooper is on XXXX, this found out on thwir post literally was just posted 26 min ago. saying the they were apologizing of those people who got impacted of the issue. The XXXX wont is a whole lot of money for a family of 5. On XXXX thread some of the customers were charge seven more times of their mortgage. This is unacceptable, we have a life to take care as well and this happened. Step 4 : What company is this complaint about? Mr. Cooper mortgage company Step 5 : Who are you submitting this complaint for? I am the complainant.
Company Response:
State: TX
Zip: 77377
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 was transferred ( sold ) to Nationstar dba Mr. Cooper. On Saturday, XX/XX/2021, the new mortgage servicer ( Nationstar dba Mr. Cooper ) withdrew {$12000.00} from my primary checking account without authorization. According to my bank ( XXXX XXXX ), this is a widespread problem affecting lots of Nationstar Mr. Cooper account holders. Unfortunately for me, thanks to Nationstar Mr. Cooper, I now have a negative balance in my checking account of over $ XXXX that I have to deal with. I'm reasonably sure that there are laws that don't allow debt holders to withdraw funds without authorization, which is exactly what happened here. Please note that I am current on my mortgage in all respects : No late payments ( ever ). Plenty of funds in the mortgage escrow account, etc. All taxes and insurance premiums are paid up, etc. No other liens are on the property. My standard monthly payment is just under {$1900.00}. So needless to say an unauthorized and unexpected withdrawal of {$12000.00} from me to Mr. Cooper warrants a complaint and an investigation.
Company Response:
State: WA
Zip: 98665
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: XXXX XXXX XXXX XXXX initiated XXXX ach transactions that werent authorized by me for over {$8500.00} in mortgage payments. Mr. Cooper has not communicated with me or any of its customers, and thousands mortgage customers have been affected. Im trying to work with my bank, XXXX to reverse the charges. They too have no idea what happened and no security checks were in place by chase to stop this from happening.
Company Response:
State: NY
Zip: 105XX
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 I awoke to multiple e-mails from XXXX XXXX stating that my checking account had been over drafted by {$15000.00}. The account had a balance of {$410.00}. Upon inspecting my online account I recognized the seven unapproved charges as my mortgage lender, Mr. Cooper. I immediately went to my local XXXX XXXX branch where XXXX XXXX assisted me by calling the XXXX disputes line. After an hour of waiting - I was able to speak with a member of the XXXX disputes team who communicated that this was a chronic issue with XXXX and Mr. Cooper and that many clients had been impacted the mix-up .... if one can even call it that! XXXX communicated at that time - it was a Mr. Cooper issue and there was nothing they could do at this time. After visiting the branch I proceeded to call XXXX XXXX to file a complaint and dispute the charges. Again after waiting 40 mins I was finally able to speak with a member of their team who again communicated the multiple withdrawals were an issue on Mr. Cooper 's end but XXXX would dispute the charges. I am concerned as to where the consumer is protected here. Moreso why did XXXX not place a hold or block these transactions before I was charged seven times for {$2200.00}. I have been a client for XXXX XXXX for numerous years and now feel I was not protected properly due to the fact that it is evident these funds did not exist in the account. Further I have phone, messaged and filed a ticket with Mr. Cooper multiple times and have not had response on contact with anyone from the company. This all began around XXXX XXXX on XX/XX/2021 and Mr. Coopers on response has been a XXXX message on the same day at XXXX eastern time. They are unreachable. No one will answer a phone. No one will respond to help tickets. No one will respond to XXXX messages. I do not have automatic payments set up for Mr. Cooper for this very reason. I pay my account on time and monthly and have never been past due. Based on social media it seems many other people were impacted by this mistake. Most likely thousands if not millions of dollars was withdrawn from accounts without consumer consent. This should not be allowed. The public should be protected by big bank and lender errors or miscommunication. We should be not held responsible for this! Further, {$1000.00} is a lot of money for me let alone {$15000.00}. The shock of awaking to a loss of {$15000.00} which I did not even have and withdrawn without my consent is discomforting, unsettling, and stress inducing at any time, but especially in the midst of a global pandemic. I would like to lodge a formal complaint against Mr. Cooper for the above.
Company Response:
State: SC
Zip: 29464
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: Mr copper mortgage I paid on XX/XX/2021 as of today which is XX/XX/2021 they have taken 7 payments out of my checking account in the amount of XXXX $ each payment! My checking account is now negative XXXX $
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A