Date Received: 2021-04-20
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: There is a mortgage with Nationstar/Mr Cooper reporting on my TransUnion report and it's indicating that it's in Bankruptcy and that is not the case there is no Bankruptcy on that account. This is false information
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have recently had my mortgage refinanced in XXXX of 2020 through XXXX, within about a month they sold my mortgage to Mr. Cooper XXXX XXXX XXXX. Recently they updated my escrow, almost doubling my yearly escrow payment event though, after speaking with my XXXX XXXX assessors office, realizing that my yearly property taxes only went up by {$31.00}, and my property insurance went up about the same amount. Now my yearly escrow has almost doubled the yearly amount by several thousand dollars. My monthly bill now is almost the same as it was before refinancing even though my interest rate dropped from 3.125 % to 2.5 %. I asked Mr. Cooper to reanalyze and provide some proper explanation as to why this occurred even though my property taxes and insurance rates barely moved. They said they were going to have a supervisor re-review my account, they have not.
Company Response:
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year in XXXX XXXX-I was able to see my online amortization schedule after login into my Mr. Cooper 's account. I need to see it as I make additional principal payments and I want to know how it impacts my loan maturity date and plan accordingly. Mr. Cooper shows me different $ $ $ figures and different maturity places- 4 different-in the online account. Since XX/XX/2021, -I am not able to see my online amortization schedule after login into my Mr. Cooper 's account. I am following up with Mr. Cooper since XX/XX/2021 regarding the same. During end of XX/XX/2021, I was told that they will do that in 7-10 business days. But still I can not see it. On XX/XX/2021-I had chat regarding the same ( attached ). In the absence of online amortization schedule, I have to request it and it takes around 7-10 business days for me to get it. As I am not able to see my online amortization schedule on my own, I might make more additional principal payments and then I need to work with Mr. Cooper on the phone to get that back. Mr. Cooper hire cheap XXXX staff to work in IT which is reflected in the overall work in the website. Please hire smart folks in IT ... i know two of my neighbors who are XXXX - who are working for Mr. Cooper. I never saw them working ... they are always roaming outside of their home during COVID-19 remote work ( during remote work ). Moreover on XX/XX/2021, I ask some very specific questions to Mr. Cooper. Mr. Mr. Cooper hasn't provided the answers for them till now.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I requested from Greenlight a card which is supposed to help children learn how to manage their own money by providing them with their own debit card. The marketing site said the fee applied to premium services like a customized photograph, which we didnt need. We did need to link to a bank account to find the account. However, I was charged multiple times a fee for {$4.00}, including after I requested a cancellation ( and I ate the initially but unexpected {$4.00} and notched it up to possible user error. ) I have subsequently requested a full refund of all fees, but have yet to hear back.
Company Response:
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2021-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Failed to apply a {$940.00} check to my account they received and cashed when my mortgage loan was transferred to Mr. Cooper from XXXX XXXX XXXX. XX/XX/XXXX of XXXX XXXX XXXX XXXX had a bulk check for {$320000.00} ( check no XXXX ) delivered to Mr. Cooper via XXXX ( tracking no XXXX ). A Ms. XXXX XXXX signed for the check. Within those funds was {$940.00} that should have been applied to my loan number ***********. The check was cashed on XX/XX/XXXX. I was told by multiple Mr. Cooper representatives on recorded lines that 1 ) they did not receive this payment from XXXX XXXX XXXX 2 ) I need to contact XXXX XXXX XXXX in regards to the payment that was never transferred 3 ) if they did not receive the payment within 60 days of the Notice of Transfer my credit could be negatively effected. I was still receiving a statements showing a double payment being due. I called Mr. Cooper again to verify that they had still not received the payment and that they are positive that they have not received the payment and that I still need to contact XXXX XXXX XXXX to track down the missing payment but that I need to make the double payment in the meantime to ensure my credit isn't effected. As directed I made two payments processed by my credit union XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. I proceeded to call XXXX XXXX XXXX insisting that they had not transferred the payment to Mr. Cooper. I went through several supervisors, and had to have my credit union track down the Ipay proof of payment, the credit trace number, and a letter from my credit union and continue to follow up with several supervisors and emails 7 separate emails through their online portal only to find out that it was transferred to Mr. Cooper 5 months ago and Mr. Cooper simply failed to apply to payment to my account and then failed to realize that it was their mistake and then lead me down a 4 month rabbit hole leading me right back to them. On XX/XX/XXXX I connected a Mr. Cooper representative with a supervisor at XXXX XXXX XXXX to make sure this situation would be resolved expediently. XXXX XXXX XXXX provided all of the information I stated above and faxed a spreadsheet with a breakdown of the mortgage numbers and amounts distributed to Mr. Cooper on the above referred bulk check to Mr. Coopers research department. I called Mr. Cooper today to follow up. I was informed that their research department needs more documentation. I checked my email and it shows an email that 1 ) can not be opened 2 ) the link has expired in the email and 3 ) the email that I received the notice from is deactivated. I proceeded to email Mr. Cooper two more times at the XXXX email I was given by a representative. I have not received any useful communication from Mr. Cooper and more importantly the {$940.00} has not been applied to my account or alternatively they have not mailed me a check for {$940.00} to reimburse for the double payment I had to make to cover their error and protect my credit.
Company Response:
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2021-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern. I am submitting a complaint against Mr. Cooper. Mr. Cooper is stating there was not sufficient funds in my bank account when they attempted to withdraw my auto-payment on XX/XX/XXXX. This is not true. See timeline below for details. 1. On XX/XX/XXXX I received a letter from Mr. Cooper indicating my auto payment had been stopped for a reason indicated as other on the letter ( see attachment ). I spoke with a Mr. Cooper rep who indicated there were insufficient funds on the date your company attempted to withdraw the payment from my account. See first attachment of my XXXX XXXX XXXX XXXX account statement for XX/XX/XXXX. You will see there were sufficient funds in my account. 2. According to XXXX XXXX XXXX XXXX ( my bank ), they have no record of a request or attempt to withdraw funds. My credit union explained that I have overdraft protection on my account. Which means, if Mr. Cooper attempted to withdraw funds, my bank would have permitted the withdraw. If this would have happened the credit union themselves would have penalized me for insufficient funds at the time the withdraw was made. As you can see on my bank statement, there are no penalties for insufficient funds in XX/XX/XXXX. ( see attachments ) 3. I made my mortgage payment as soon as I learned of the issue. See mortgage payment withdraw on XX/XX/XXXX. 4. Please note that my XX/XX/XXXX mortgage statement indicated payment was received on XX/XX/XXXX. The XX/XX/XXXX statement would have been the first statement or communication I would have received that XXXX mortgage payment was received. As soon as I received the letter I made the mortgage payment. I reached out to my bank who confirmed no attempt was made by Mr. Cooper to withdraw funds from my account. You can see there were sufficient funds in my bank account. I am in the process of refinancing my home and this has been a major set-back in the process. XXXX XXXX
Company Response:
State: AZ
Zip: 85381
Submitted Via: Web
Date Sent: 2021-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am reaching out to file a complaint about my mortgage servicing company MrCooper. Despite being the subject of multiple federal and state investigations, and having most-recently settled claims brought by the CFPB and the Attorney 's General of all 50 State, the company continues to engage in a number of unlawful and predatory practices. Specifically, my complaint refers to MrCooper 's : 1. Engaging in a number of unlawful mortgage handling practices. 2. Failing to adhere to commonly acceptable industry standards of service. 3. Failing to properly handle my loan modification requests. 4. Failing to properly conduct an escrow analysis. 5. Misrepresenting the loan modification options available to me. 6. Improperly denying my application on multiple occasions. 7. Failing to follow the investor 's ( XXXX XXXX ) guidelines for loan modification. 8. Structuring the modification in a manner that maximizes MrCooper 's own financial gain, is predatory, and significantly harms the borrower, without properly addressing the fundamental needs and rules of modifying the loan as et forth by XXXX XXXX. 9. Engaging in unfair and deceptive mortgage servicing practices. 10. Failing to follow the detailed set of rules and " servicing standards '' set forth in the content judgment MrCooper 's reached with CFPB in 2020. 11. Failing to have and enforce proper procedures in place. 12. Failing to properly investigate consumer complaints. Over the course of many months, I have contacted MrCooper over 2 dozen times, attempting on multiple occasions to escalate and address the matters described above. Unfortunately, the company has failed to adequately respond. MrCooper 's unfair, predatory and illegal practices have caused me substantial financial harm and have greatly jeopardized the safety of my home.
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Mr. Cooper Mortgage keeps calling my wife repeatedly after being told to stop. They leave no message and our mortgage is currently in good standing. These are the times and dates that they have called in the last week : XX/XX/2021 at XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. XX/XX/2021 at XXXX XXXX. XX/XX/2021 at XXXX XXXX and XXXX XXXX. XX/XX/2021 at XXXX XXXX. All times are Mountain Daylight Time.
Company Response:
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I contacted our mortgage lender ( Mr. Cooper ) to initiate the process of having our PMI removed. Their PMI representative walked me through the process and I submitted all required documentation ( recent appraisal report, receipts of upgrades made, etc ). They responded back with an automated message that I would receive an update on my submission within 5 business days. 3 months later after NOT receiving a response or even an update, I called their customer service again on XX/XX/XXXX and was told they didnt think I was eligible to apply for PMI removal until XX/XX/XXXX. Their messaging and communication has been unclear and they are refusing to remove my PMI fee from my mortgage even after submitting all required documentation. The PMI fee is also NOT disclosed on the monthly statement and theres no available information regarding the fee within my customer account, which seems deceptive especially after unclear communication on the PMI removal process.
Company Response:
State: OH
Zip: 44131
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I contacted my current mortgage company, Mr. Cooper, to refinance my home loan. The mortgage broker stopped responding to me. So I decided to look for another company, XXXX XXXX. XXXX requested a closing cost statement and was ONLY given the option for an expedited one. They were given no other options. With the expedited closing statement, Mr. Cooper then charged me a {$25.00} fee, even though no other options were given. XXXX again had to request another document and again Mr. Cooper charged another {$25.00} fee. I reached out to them and they stated it could not be waived or refunded. But fraud was committed as XXXX did NOT request it to be expedited, nor were they given any other option to get the statement.
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A