Date Received: 2021-04-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My mortgage company Mr. Cooper made a fraudulent unauthorized ACH charges to my XXXX XXXX XXXX XXXX account in amount of {$2400.00} 6 times for a total of {$14000.00}
Company Response:
State: NY
Zip: 10950
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 am NOT behind in payments. In a matter of minutes, Mr. Cooper XXXX Nationstar XXXX took seven ( 7 ) additional, unauthorized mortgage payments via ACH from my XXXX XXXX account effectively taking enough money to pay my mortgage until XX/XX/XXXX. I had no payments due until XX/XX/XXXX. Amount Unauthorized {$700.00} XXXX XXXX = {$4900.00} Additionally, aforementioned mortgage lender has NOT credited any of these payments to my mortgage account, which still reflects a payment due XX/XX/XXXX. Contacting XXXX, they are aware of the issue indicating this has happened to numerous accounts ; XXXX indicates this issue needs to be resolved with the Mortgage lender. Contacting the Mortgage lender, they do not answer the phone citing heavy call volume due to COVID-19. Perhaps taking 7+ unauthorized mortgage payments for numerous customers results in heavy call volume?
Company Response:
State: SC
Zip: 29169
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 have three mortgages on three separate properties which are serviced by Mr Cooper. Hey are all on auto payment though my XXXX Checking account. The standard monthly payment on all three were processed for my XXXX payment. Today, mr Cooper initiated addition payments via ACH transfer on all three accounts two more times, causing and overdraw situation of my bank account. Pending ORIG CO NAME : Nationstar dba CO ENTRY DESCR : Mr Cooper SEC : PPD ORIG ID:XXXX ACH debit {$1300.00} PendingORIG CO NAME : Nationstar dba CO ENTRY DESCR : Mr Cooper SEC : PPD ORIG ID:XXXX ACH debit {$1400.00} PendingORIG CO NAME : Nationstar dba CO ENTRY DESCR : Mr Cooper SEC : PPD ORIG ID:XXXX ACH debit {$1800.00} PendingORIG CO NAME XXXX Nationstar dba CO ENTRY DESCR : Mr Cooper SEC : PPD ORIG ID:XXXX ACH debit {$1300.00} PendingORIG CO NAME : Nationstar dba CO ENTRY DESCR : Mr Cooper SEC : PPD ORIG ID:XXXX ACH debit {$1400.00} PendingORIG CO NAME : Nationstar dba CO ENTRY DESCR XXXX Mr Cooper SEC : PPD ORIG ID:XXXX ACH debit {$1800.00}
Company Response:
State: FL
Zip: 32835
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 is my mortgage servicer. Last night they ILLEGALLY and FRAUDULENTLY cleaned my entire account out. The issue occurred on XX/XX/2021. I am actually ahead on my mortgage and this company debited my personal banking account several times last night and cleaned it out putting my account in the negative. This was NOT a legal transaction and this company did NOT have my express permission to do so. Im demanding my money be returned and Mr. Cooper pay closing fees for a new Mortgage servicer of my choosing or I can just take it to small claims court. Ive already submitted a complaint with the FBI and XXXX. Mr. Cooper is refusing to answer their phones and keep hanging up on everyone. THIS IS FRAUD DOWN TO ITS VERY CORE!!
Company Response:
State: SC
Zip: 29485
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: Other transaction problem
Subissue:
Consumer Complaint: Our Mortgage holder, Mr. Cooper ( Nationstar ) withdrew funds, without consent, between XXXX XXXX-XXXX XXXX XXXX. The amount of each withdrawal is {$1300.00} totaling {$2700.00}. Our bank account ( held with XXXX ) is now overdrawn and will likely incur overdraft fees which is {$35.00} a charge. We have bills to pay and now we can't make and payments or purchases without being declined or charged a fee. Our account is NOT set up for automatic payments. We schedule our mortgage payments or submit a payment. I have called " Mr. Cooper '' four times on XXXX, requested call backs twice, and submitted two " tickets '' through their website and attempted to communicate via their " live chat '' which is saying " it is not working at this time ''. All of this is documented. Mr. Cooper has not answered calls, messages, or returned my call at the suggestion of the automated phone bot. There are others posting on Mr. Coopers social media sites that are experiencing this issue, as well.
Company Response:
State: CO
Zip: 805XX
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 Mortgage Lender recently aquired my loan from another lender. I did not receive information about this until AFTER the pay date. They never sent the information or payment requests. However, I did manage to figure it out and pay them ON TIME online on XX/XX/12. Then, without my permission, on XX/XX/XXXX, they withdrew money from my account. They made me pay my mortgage twice in XXXX without permission. My mortgage is not due until XXXX. This is a HUGE issue. You can't just go into someone's bank account when they have already paid their mortgage, are current with payments, and STEAL their money. I am filing a complaint with my bank as well. Because of their idiocy and greed and incompetence, I will be late paying ALL MY OTHER BILLS. This needs to be dealt with ASAP.
Company Response:
State: CO
Zip: 80134
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 mortgage company withdrew 2 unauthorized payments from my account overnight ( XX/XX/2021 ) each in the amount of {$2400.00}. I am not signed up for auto-pay. I did not authorize these payments. My payment was not due. I am not late on payments. They are not answering calls even though their call center is open. My bank is overwhelmed and I can not get through to them. Per social media, MANY other customers with Mr. Cooper are having the exact same problem this morning. My checking account is now overdrawn by $ XXXX and I have no access to MY MONEY that they STOLE from my account.
Company Response:
State: MD
Zip: 210XX
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, we submitted a {$2600.00} mortgage payment to Mr. Cooper Nationstar. This is our regular monthly mortgage payment.This is a ONE-TIME payment each month. On XX/XX/2021, at XXXX XXXX, according to XXXX XXXX records, Mr. Cooper submitted THREE more mortgage payments to our bank XXXX XXXX They ILLEGALLY took out {$7800.00} from our bank account, causing our account to be overdrawn. On XX/XX/2021 at XXXX XXXX, I called Mr. Cooper. They said " It's not our fault. It's XXXX XXXX XXXX fault. We can not help you. '' I then called XXXX XXXX, who told me that it IS Mr. Cooper 's fault, and we have to work with them to get our money back. At this point, Mr. Cooper owes us {$7800.00} and they won't return phone calls or messages via social media. They ILLEGALLY took 4 mortgage payments from my account!
Company Response:
State: TX
Zip: 77546
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The compliant is with Nationstar, dba, Mr. Cooper. Our issues are inaccurate credit reporting of mortgage payments from XX/XX/XXXX to XX/XX/XXXX reported on credit reports ; falsely representation of a Forbearance Agreement ; failure to submit justification to refinancing lender for the inaccurate information and credit reporting ; failure to terminate Private Mortgage Insurance ( PMI ) and issue escrow refunds. The compliant is being submitted after attempting to refinance our mortgage with a different lender and informed of the mispresentation of our credit. On XX/XX/XXXX, we were contacted by our refinancing company to provide a Forbearance Agreement because our credit file read there were no mortgage payments made from XX/XX/XXXX through XX/XX/XXXX. I informed the refinancing company that we have no knowledge of a Forbearance Agreement and the information on the credit reporting is not accurate. I continued to explain that we made all of our mortgage payments to Mr. Cooper, which was our mortgage company at the time. Our mortgage was transferred to another mortgage servicer in XX/XX/XXXX. I was advised to contact and request the Forbearance Agreement from Mr. Cooper by the refinancing company to proceed with our refinancing process. Immediately, I contacted Mr. Cooper to request the agreement. After numerous transfer of calls and speaking with several customer service representatives, they stated there is no Forbearance Agreement and missed payments for the account. I did requested a letter stating no forbearance to provide to the refinancing company, so that I can proceed with our refinancing process. I was informed there is no letter for this request, but I could forward an email to request additional service with my concern. For consideration of my concern, one of the representative did offer to send an email on my behalf, and she provided me with a case number. After an hour on the phone with Mr. Cooper, I called our refinancing company back with the information. The refinancing company stated they needed documentation to continue with our refinancing process. So, we both contacted Mr. Cooper. And, the results were the same as when I placed the call. The refinancing company and myself sent an email to : XXXX Listed below is the email sent by me : We are writing to request a letter stating there is no Forbearance Agreement and dispute the credit reporting of missed payments from XX/XX/XXXX through XX/XX/XXXX for Account # xxxxx. Currently, we are in the process of refinancing our home, located at xxxx. And, we have been informed by the refinancing company that the credit reporting reads forbearance and missed payments from XX/XX/XXXX through XX/XX/XXXX. Today, XX/XX/XXXX, after speaking with several of the customer service agents of Nationstar, aka Mr. Cooper, there are no Forbearance Agreement and missed payments for the account. Please forward a letter stating theres no Forbearance Agreement within 10 days to expedite the refinancing of our mortgage. Also, please update my credit file to read no missed payments. If additional information is needed, please contact us. Sincerely, Homeowner Names In addition to inaccurate credit reporting of mortgage payments on credit report, Mr. Cooper has failed to submit justification to refinancing lender and to remove the errors filed on credit report. During the duration of our loan from XXXX, we have been paying for PMI and no refund from escrow. We have been with the new mortgage servicer since XX/XX/XXXX, and we have received two refund checks and no longer paying PMI.
Company Response:
State: GA
Zip: 30064
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The compliant is with Nationstar, dba, Mr. Cooper. Our issues are inaccurate credit reporting of mortgage payments from XX/XX/XXXX to XX/XX/XXXX reported on credit reports ; falsely representation of a Forbearance Agreement ; failure to submit justification to refinancing lender for the inaccurate information and credit reporting ; failure to terminate Private Mortgage Insurance ( PMI ) and issue escrow refunds. The compliant is being submitted after attempting to refinance our mortgage with a different lender and informed of the mispresentation of our credit. On XX/XX/XXXX, we were contacted by our refinancing company to provide a Forbearance Agreement because our credit file read there were no mortgage payments made from XX/XX/XXXX through XX/XX/XXXX. I informed the refinancing company that we have no knowledge of a Forbearance Agreement and the information on the credit reporting is not accurate. I continued to explain that we made all of our mortgage payments to Mr. Cooper, which was our mortgage company at the time. Our mortgage was transferred to another mortgage servicer in XX/XX/XXXX. I was advised to contact and request the Forbearance Agreement from Mr. Cooper by the refinancing company to proceed with our refinancing process. Immediately, I contacted Mr. Cooper to request the agreement. After numerous transfer of calls and speaking with several customer service representatives, they stated there is no Forbearance Agreement and missed payments for the account. I did requested a letter stating no forbearance to provide to the refinancing company, so that I can proceed with our refinancing process. I was informed there is no letter for this request, but I could forward an email to request additional service with my concern. For consideration of my concern, one of the representative did offer to send an email on my behalf, and she provided me with a case number. After an hour on the phone with Mr. Cooper, I called our refinancing company back with the information. The refinancing company stated they needed documentation to continue with our refinancing process. So, we both contacted Mr. Cooper. And, the results were the same as when I placed the call. The refinancing company and myself sent an email to : XXXX Listed below is the email sent by me : We are writing to request a letter stating there is no Forbearance Agreement and dispute the credit reporting of missed payments from XX/XX/XXXX through XX/XX/XXXX for Account XXXX XXXX Currently, we are in the process of refinancing our home, located at XXXX. And, we have been informed by the refinancing company that the credit reporting reads forbearance and missed payments from XX/XX/XXXX through XX/XX/XXXX. Today, XX/XX/XXXX, after speaking with several of the customer service agents of Nationstar, aka Mr. Cooper, there are no Forbearance Agreement and missed payments for the account. Please forward a letter stating theres no Forbearance Agreement within 10 days to expedite the refinancing of our mortgage. Also, please update my credit file to read no missed payments. If additional information is needed, please contact us. Sincerely, Homeowner Names In addition to inaccurate credit reporting of mortgage payments on credit report, Mr. Cooper has failed to submit justification to refinancing lender and to remove the errors filed on credit report. During the duration of our loan from XXXX, we have been paying for PMI and no refund from escrow. We have been with the new mortgage servicer since XX/XX/XXXX, and we have received two refund checks and no longer paying PMI.
Company Response:
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A