Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 at XXXX XXXX, I received a notification from my bank ( XXXX ) that my checking account was overdrafted. When I checked my account, there were 3 separate withdrawals initiated by Nationstar DBA Mr. Cooper for {$3000.00} each. That's the amount of my monthly autopayment for my mortgage, which was also withdrawn on XX/XX/2021 as usual. No payments are due or outstanding until XX/XX/2021. I called XXXX, they are putting a stop on the withdrawals at their end. I called Mr. Cooper/Nationstar, which hung up on me three times. I called their autopay department and left a message. I sent multiple " secure online messages '' via the mrcooper.com website, no one has replied. Mr. Cooper has taken $ XXXX of my money without notice or permission.
Company Response:
State: MI
Zip: 48176
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020, I was recognized in NJ as a 100 % XXXX veteran so I have no property taxes from XX/XX/2020 until forever. I notified Mr Cooper mortgage immediately of the change so that my escrow payments could be reduced. In XXXX I checked my escrow and Mr Cooper had failed to make any changes to reflect the fact that I did not have to pay taxes. I again sent them proof to an email address they gave me. I also resent the documents to a Mr Cooper employee 's email address. In XXXX, after pandemic forbearance I checked again. Still, Mr Cooper has not remedied the matter. My mortgage payment is indicated at {$2700.00} per month which reflects about {$850.00} for real estate tax escrow. I have called several times, messaged them several times and re=sent to proof of no taxes but still no change. I have not paid the XXXX mortgage payment because it is about {$850.00}. more than it should be.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper charged me an overpayment of {$50.00} for a mortgage payoff. The charges are as follows : XX/XX/XXXX - {$25.00} ; XX/XX/XXXX - {$25.00} ; XXXX - {$25.00} and XX/XX/XXXX - {$25.00}. I would like a reimbursement of {$50.00}. Mr. Cooper 's response is attached and I have not heard from them. They keep refusing to reimburse me.
Company Response:
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were on the pandemic forebearence plan because of being affected by covid and loss of wages. We had applied for a modification 7 months prior to covid because our son became permanently XXXX and I am unable to work leaving my husband the only income provider for XXXX people. They denied us stating we had too much debt to income. Then months later covid hit. We took advantage of the pandemic plan and were on it just under a year. Once we got in a better spot we decided to try and start making our payments again so we started another loan modification with Mr Cooper so we could keep our house and afford the payments because we did not have the almost {$15000.00} we were off set from the forebearence. I started this process on XX/XX/2021. I was told that paperwork would be mailed to us to complete along with documentation that they needed. It would take about 30 days to receive and then I had a limited time to submit everything or we would be denied. By XX/XX/XXXX I still had yet to receive anything so I contacted Mr Cooper asking where the paperwork was and was informed to just complete the application online. When I went to do so, it would not allow me to so I had to call them back. It took them 3 days from that time to send me a link for the application. I completed the application along with submitting documents requested in XX/XX/XXXX. Everything said it was accepted and we moved to step XXXX which is review. On XX/XX/XXXX I checked and they had rejected a bunch of documents including my husbands 30 days of paystubs, our monthly income work up sheet, and the modification request asking why we were applying for the process. I called and talked to XXXX on that same day and asked why they rejected the documents and she said because I wasnt clear enough on why we asked for the modification and that they needed documentation proof my son was XXXX which I had already provided and they accepted. So I re did everything and submitted it for a XXXX time. XXXX days later they rejected my husbands paystubs again. So I called on XX/XX/XXXX and asked why those were rejected. They stated it said he received a bonus and they needed a letter in detail explaining what that was, which I provided that day. On XX/XX/XXXX they requested our most recent tax return which I sent in on XX/XX/XXXX. They rejected those as they stated they werent readable. I resent them in on XX/XX/XXXX. They rejected them again because all but the last XXXX numbers of our ssns were stared out for protection purposes by our accountant. I called and spoke with XXXX who told me that was why and I stated that was the only copy I was provided and I had given them everything that I have. I cant get ahold of my tax accountant as she is gone until XXXX and the IRS isnt taking phone calls to get anything from them, which my return isnt even processed yet nor did I receive my money. She stated to hand write our ssn on the documents and she would note the account and it would be ok. She also stated I had filled out the form giving them permission to get the exact things I was faxing from the IRS directly so it shouldnt be an issue either way. So I followed her instructions and faxed those returns in with the hand written ssn. XXXX days later they rejected them again. I called and spoke with XXXX who said they could not accept them because it could be considered fraudulent documentation. I asked to speak to a supervisor as I did what I was directed to do and was told would be ok and that I felt they were purposely rejecting documents to deny us a loan modification. She refused to let me directly speak with a supervisor but did communicate with one via typing while we were on the phone. They told her if I did not provide the correct documentation I would be denied a modification. She then instructs me to just wait for them to get it from the IRS and hope XXXX dont get denied because of the time sensitive process. I told her I was not going to do that as I already felt that thats what they were trying to do to me already and if we get denied this modification we would be homeless. She then also informs me that if we get approved for the modification and enter the trial period where we start making payment to complete that period they are going to start reporting all those payments that were paused during the pandemic period as late payments to my husbands credit report. I told her I would be contacting an attorney. This company just settled a XXXX XXXX dollar lawsuit for doing the exact same thing to many of their customers and clearly they are continuing to do it.
Company Response:
State: TN
Zip: 37803
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar dba as Mr Cooper is servicing the loan gotten from Ally then sold to XXXX and then to Nationstar dba Mr Cooper. Mr Cooper did not register the loan purchase in with XXXX County NY Clerk, potentially causing of no records of payments. When the loan originated, its was agreed that there is a grace period to be paid without penalties. And after the grace period the penalty is {$31.00} Loan is past the grace period on the XXXX of each month. However if the loan its not paid by the 1st of each month Nationstar dba Mr Cooper begins to harass, from calls, to emails to letters, that they have not received the payment. Threatening to include additional charges. This is has been increasing, as never missed a payment, this harassment, annoyance and intimidation must cease.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: MrCopper mortgage company LOAN NUMBER XXXX Borrower : XXXX XXXX We like to file a complaint to Mrcooper on their business conduction. 1. ) We are still waiting for the overage, with 3 attempts to them and no responses. 2. ) We applied for bi-monthly payment and noticed the extra payment is sitting in Unapplied Funds. 3. ) Previous 2 years, they never disclosed the new adjustable interest rates as noted in the original document 45 days in advance. 4. ) All emails to them were NOT responded. Enclosed is the screen shots on my last 4 transactions on payments. Thanks This is not your payoff amount. Unapplied Funds XX/XX/2021 {$1800.00} {$0.00} {$0.00} {$0.00} {$1800.00} {$0.00} Principal Payoff XX/XX/2021 {$240000.00} {$240000.00} {$0.00} {$0.00} {$0.00} {$0.00} Monthly Payment XX/XX/2021 {$1200.00} {$750.00} {$520.00} {$0.00} {$0.00} {$240000.00} Additional Principal XX/XX/2021 {$500.00} {$500.00} {$0.00} {$0.00} {$0.00} {$240000.00} Unapplied Funds XX/XX/2021 {$640.00} {$0.00} {$0.00} {$0.00} {$640.00} {$240000.00} Additional Principal XX/XX/2021 {$500.00} {$500.00} {$0.00} {$0.00} {$0.00} {$240000.00}
Company Response:
State: CA
Zip: 95616
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After submitting my first complaint to cfpb, the company responded to cfpb that I have no legal authority which is not true and I printed that document out. I received a phone called of harassment, from their Champion Realtor. I called her back and told her don't threaten me with false statements. I reached out to Champion and they hung up in my face telling me I have no legal Authority. I am the Legal Executrix of the Estate and the only beneficiary of the Estate documented by the Court. Since also reporting to cfpb, Nationstar has now included my neighbor 's with threatening, me. stating my neighbors contacted them and shared that my branches and debris had fallen on their property. However, they can not share the name of this person : Where I live is all XXXX ; [ the community /town 3 % XXXX ] I am the only XXXX family here/ in this neighborhood, when we moved here my son was playing with a friend he was invited to join- in the friends house to watch movies, the neighbor called the police and said a XXXX man was breaking in the house ; my XXXX year old XXXX Male son was surrounded by XXXX and his XXXX friends as children when police went into that house due to my neighbor 's and their tactics ; I am still traumatized from that event.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current mortgage servicer, dba. Mr Cooper, did not pay my XX/XX/XXXX property taxes despite having escrow to cover the amount. On XX/XX/XXXX, I contacted my town tax collector and I was informed the taxes were not paid, triggering a {$140.00} penalty. I contacted Mr. Cooper on XX/XX/XXXX to inform them of the tax payment not being made plus the penalty and I spoke to XXXX in the Escrow Department. She informed me she would escalate the issue and pay the delinquent taxes and the penalty. XXXX assured me the penalty would not be paid from my escrow account. On XXXX XXXX I contacted Mr. Cooper again and spoke with XXXX. XXXX informed me that the tax Department has submitted a tax verification request to the county and they would pay the taxes when they received a response. XXXX apparently did not like my characterization of Mr. Cooper 's customer service as poor and she hung up on me. This mortgage was completed in XX/XX/XXXX with XXXX XXXX XXXX. Despite XXXX XXXX including the XXXX tax payment in it's escrow calculations, XXXX XXXX failed to pay the property taxes on time resulting in a tax penalty just under {$100.00}. XXXX XXXX sold my mortgage to Mr. Cooper without reimbursing me for the payment of the tax penalty for not paying the taxes on time. Mr. Cooper has now missed the second property tax payment and my home insurance is due next month. It would be safe to say I have no confidence in Mr. Cooper fulfilling it's obligation with my escrow payments. Mr. Cooper representatives informed me multiple times they would not ease the escrow requirement despite their failing to properly apply escrow payments.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for forbearance due to Covid-19 Job Loss, the Covid-19 forbearance ended around the XXXX week of XXXX. My company XXXX deceptively applied me for multiple modifications ; when I clearly stated I wanted a FHA standalone partial claim, I qualify for this according to XXXX ( owner occupied, never XXXX days late, I received means of payment, new job, and have never had this partial claim done before. I have been on the phone with them around XXXX times and they keep telling me there is a computer error and to call back. Noone helps me and I am afraid they are taking advantage of me. I would like assistance in putting my loan back into forbearance, and rightfully filing for a partial claim. During this whole process I am getting threatening letters wanting the forbearance amount total paid in full or I could lose everything XXXX XXXX XXXX.
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home hazard insurance with XXXX was due on XX/XX/XXXX. I contacted our mortgage company, Nationstar Mortgage ( Mr. Cooper ) for payment status on XXXX and XX/XX/XXXX since our insurance company notified us that they have yet received the payment. Mr. Cooper didn't respond until XX/XX/XXXX and told us our insurance was due on XX/XX/XXXX, but they will go ahead make the payment in advance. Then they told us to go somewhere else for further questions and close the case. We were under the impression from their message that theyll go ahead and pay the hazard insurance. On XX/XX/XXXX, we found out our insurance company had dropped our coverage. I immediately contacted a XXXX XXXX agent to assist in getting new hazard insurance in place and updated Mr. Cooper with the new insurance info. On XX/XX/XXXX, Mr. Cooper sent us a letter stating there's a lapse of coverage from XX/XX/XXXX to XX/XX/XXXX and wants us to provide proof of coverage or they will charge {$410.00} on our account. 1. Mr. Cooper seems to be contradicting themselves. They said our original insurance is not due until XX/XX/XXXX so where is the lapse? 2. We had coverage for XX/XX/XXXX through XX/XX/XXXX. If Mr. Cooper had paid the insurance on time through the escrow account, our previous insurance company wouldnt have dropped us. 3. Since Mr . Cooper failed to make the payment and caused our insurance to be dropped by XXXX, now Mr. Cooper wants us to pay {$410.00} for the lapse in coverage. It really sounds like theyre attempting to scam on us. First, they told us the hazard insurance is not due until XX/XX/XXXX, and now they say theres a lapse in coverage and want us to pay {$410.00} for it. Wed like Consumer Financial Protection Bureau 's help in facilitating communications with Mr. Cooper. I've lost my confidence in dealing with Mr. Cooper and their service departments have not been exemplary. It takes forever for them to answer the phone, and it took them 3 weeks to respond via the web. We dont think their current staff is capable of handling this matter and wed like someone who runs these departments to contact us via mail and waive the {$410.00} fee plus whatever fees that may be associated with the lapse of insurance that they caused. Thank you.
Company Response:
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A