Date Received: 2021-04-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I HAVE A MORTGAGE IN MY CREDIT REPORT THE DO NOT BELONG TO ME. I DO NOT HAVE A HOUSE, THIS CREDIT BUREUS ALLOW SOMEONE ELSE TO REPORT IN MY CREDIT PROFILE ILLEGALLY.PLEASE INVESTIGATE WHY XXXX REFUSED TO REMOVE AN ACCOUNT THAT IS NOT MINE. SEE ATTACHED
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After I was laid off for 2 1/2 years in XXXX, after my husband had emergency XXXX XXXX XXXX XXXX, which he is XXXX now, and has had 3 XXXX XXXX and 1 XXXX XXXX since then. My XXXXrd Loan Modification was approved in XXXX by Seterus. There was a balance of {$32000.00}, when I was laid off, but they approved my Loan Modification. Then Seterus filed bankrupt, and sold my mortgage to Mr. Cooper Mortgage Company. Mr. Cooper Mortgage Company claim that because I have had 3 Loan Modifications in my life-time, due to loss of job beyond my control, they can not approve my loan, so instead of them continuing or carrying over my Loan Modification or approve, they however, carried over the balance from Seterus. Mr. Cooper sent me an email that I could apply for the forebearance in XX/XX/XXXX, when Mr. Cooper took over my account, along with 300,000 other homeowners. Now, I'm facing foreclosure in XX/XX/XXXX, when the forebearance ends, if I don't pay that {$32000.00}, but I have already paid them {$10000.00}, since XX/XX/XXXX to present. I'm trying to make a month 's payment now, but is unable to click on the payment button, for it to work.
Company Response:
State: MD
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: 2021-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a continuation of complaint XXXX. I have 3 issues : Issue 1 : On XX/XX/XXXX, I received a letter dated XXXX about why my request to remove to PMI was denied. The explanation stated that my account was delinquent and did not qualify to have PMI removed. My account was not delinquent -- I was granted a deferral and deferred 2 mortgage payments. I have never been delinquent. I believe that the CARES Act states that you should not be penalized for a deferral. ( Side note : my deferral was reported to the credit agencies and my credit rating took a hit and I had to make calls to restore my credit ). As my loan has been transferred to Mr. Cooper, this point is moot but I would like to report XXXX for unfair practices. Issue 2 : Neither XXXX or Mr Cooper have a copy of my loan modification agreement that was signed ( I believe ) in XXXX. I have requested this document several times. I would like one of these companies to provide me with a copy of the agreement. Issue 3 : My loan balance is {$190000.00}. I also have a non-interest bearing principal balance of {$6100.00}. I deferred two payments -- each about {$1400.00}. Since I modified the loan to have the deferred amount put on the end of the loan, I expected to see a balance of about {$2800.00}. No one ( XXXX or Mr Cooper ) can give me a breakdown of what that {$6100.00} includes. I request a detailed breakdown. When I call customer support they are equally as confused and can't tell me why the discrepancy. Thank you. XXXX
Company Response:
State: NY
Zip: 12020
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In late XXXX of this year, we sold my deceased fathers property, which spans two counties in Montana. My father had purchased the property and gotten a loan through a local lender. The mortgage was then sold to Nationstar, which is now Mr. Cooper. In 2017, my father, a XXXX XXXX not a rich man, managed to pay off his mortgage in full. The company, Mr. Cooper, does not dispute this. They confirm that the loan was paid off in 2017. Upon payoff, the lien was released on the property title in XXXX County, but it was never released in XXXX County. So, when we sold his property in XXXX, XXXXXXXX XXXX XXXXXXXX immediately started working on preparing the titles for closing and transfer to the new owner. But, the deed in XXXX County still shows a lien and therefore, is locked up. XXXXXXXX XXXX started then in requesting the lien release from Mr. Cooper. XXXX XXXX contacted Mr. Cooper weekly for several weeks and were told each time that the case was being escalated and that they would respond. Mr. Cooper never responded, prompting XXXXXXXX XXXX to keep checking in weekly. Each time, weve been told that the lien release department is handling the case, but we are told that the lien release department can not be contacted by phone or even email. After moving the closing back several times due to Mr. Coopers refusal to generate or send the lien release to XXXX County, XXXX XXXX asked that I call Mr. Cooper to see if I could get any further. Starting in XXXXXXXX, I began calling Mr. Cooper every few days to request the lien release and get updates. Each time, I was told the case was being escalated and that they would respond. I even asked to get individual office lines so I could bypass the cumbersome customer service line. I as told to call anytime and leave messages and that the rep would get back to me with in a business day. I have called and left messages and emailed and never, not ONCE, gotten any sort of response. Just yesterday, I talked to someone on the escalation team who twice said she would respond with an update. She never called back. The only response Ive gotten after a month of requests at least every other day has been from the social media team and that only happened once, after exhausting all other channels, I took my plight public on social media. This is a disturbing trend companies removing options for resolution in other channels and instead, pushing people to social media, where ostensibly, they will get lost in the noise on social media. A quick look at Mr. Coopers social media pages confirms this. Nearly every post on the company XXXX page is a string of complaints just like mine. I estimate that Ive spent at least 15 hours on this issue in the last three weeks, on the phone with Mr. Cooper and dealing with the fallout of pushing our closing date back so many times including the coming cancellation of the property insurance on the property because its been so long since my Dad died. My father paid off this loan and the lien should have been released within 45 days of that payoff. That Mr. Cooper didnt perform that basic function in 2017 is one thing, but the repeated failed promises and ineptitude of the company in handling our recent requests to rectify that mistake have been truly outstanding. Not giving a customer any access to the lien release department, which Mr. Cooper says is working on the issue, is also predatory. It leaves us with no recourse whatsoever in trying to get this resolved other than call the customer line again only to be promised, again that the lien release department was working on it. We did call the number on the title that was released in one county and found the name of the lien release department : XXXX XXXX XXXX XXXX XXXX XXXX So, I emailed the contact we got there and she informed me that its not the lien release party holding up the lien release, its Mr. Cooper that XXXX XXXX XXXX is waiting for information from Mr. Cooper. Thats the exact opposite of what Mr. Cooper has been telling us all along. Please, please help us get a resolution on this matter and please help others to avoid this situation. Dealing with the loss of someone you love is one thing, but dealing with the incompetence ( maybe malfeasance? ) of large companies who can not perform basic functions after you've lost a loved one makes everything so much worse. Mr. Cooper is holding my dead father 's property hostage and by proxy, holding me and my family, and our grief hostage as well. This is not a better way of doing business. It's predatory, incompetent and fully reprehensible.
Company Response:
State: MT
Zip: 594XX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Pacific Union Financial is reporting 4 late pays on my credit reports. I have disputed this erroneous information with the 3 major credit bureaus. Every time it comes back the same, unchanged, as reported I have sent bank statements proving that the payments were not late but they will not change their reporting. the late pay dates are, XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX. I have asked for deletion but they have ignored my request.
Company Response:
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: While reviewing my reports I noticed that Seterus loan number XXXX is reporting erroneous information to the credit bureaus ( specifically XXXX and XXXX ). They are reporting that the account closed in XX/XX/XXXX and are reporting payments as late XX/XX/XXXX while the property sold in XX/XX/XXXX causing a negative impact on my credit score and history. When I called the customer service department of Seterus at the number listed on the credit bureaus ( XXXX XXXX ) to request appropriate reporting of the closing date and payment history I was told that the last transactions that are seen on their records posted in XX/XX/XXXX. PS : Please note that at the time that I had this loan I was using my maiden name XXXX XXXX and when I called the number given I spoke to a person in the customer service department of a company name Mister Cooper which is a company that I had never had business with.
Company Response:
State: NY
Zip: 11429
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I paid off my house XX/XX/2021 And I have yet to receive my escrow refund monies in their entirety. They keep telling me that 'the check is in the mail '
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB, What a mess! Please refer to my prior complaint XXXX I was locked out of my email address. That originated this complaint on XX/XX/XXXX I recently viewed the account after finding the consent order of the Attorneys General Consent Order XXXX finding Nationstar and Mr Cooper mortgage with fault as to handling mortgages. Mr Cooper has a loan under my name loan # XXXX under my SS they took over old XXXX accounts Mind you : both XXXX XXXX and my X husband XXXX were terminated in Federal Court in XXXX. I believe that Mr Cooper may have lent my equity to someone else unfairly. This is the equity Ive been advocating for since XXXX And if theres any debt its from XXXX XXXX Reaffirming a null and void loan against the Courts objection. XXXX also refused to sign the quit claim deed as ordered by the Court My interest in the property was omitted in XXXX XXXX XXXX case. The Bankruptcy court granted the house back to me after I proved their deception to the court. Theyre stil hard at work to make me destitute, And its working, I am I need your help. Mr Coopers admin XXXX XXXX states completely from old material and states a case # XXXX again denies my claim. Theres written on the outside of the jacket per a customer service rep/Cooper do not release lien, or credit information this is highly suspicious and I would hope that someone would enforce the release of the funds/ equity To me. So that I dont have to be destitute. I have a right to those funds, even if you take it from XXXX Home in XXXX XXXX mi. Deeds records state something to the effect of an Excess of forfeiture funds to him by XXXX I was awarded the marital home in binding arbitration an agreement was made. And he should forced to deliver case XXXX DM Arbitration XX/XX/XXXX which should supersede the Flawed judgement of Divorce by Attorney XXXX XXXX. Please I know I will find no relief in XXXX XXXX! In the State of Michigan for that matter. An abuse of power is prevalent and these are also actions of retaliation. I believe youve already found my relief! Therere just making certain that I dont get it. It appears that Mr Cooper has used my old modification documents to modify or use somehow for someone else. The last couple of pages are not my signature, and I have never had a XXXX attach as its states. Do you think you can figure this out? They or someone had been hampering my communications. My emails arent being delivered, nor are my phone calls returned. It appears someone may have suggested to the FBI that Im a threatening to security or society IDK Im finding all kinds of nonsense spoken against me unfairly. Please see the attachments Also the case Consent Order is very informative And I believe it should relate to me. Case # XXXX dated XX/XX/XXXX a civil action taken against XXXXation-star/Mr Cooper Admin for Mr. Cooper XXXX Attorney General Mi. XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mi. ( XXXX ) XXXX I truly need an attorney ... but not one from Michigan. Sincerely Grateful and are of Hope once more Awaiting relief XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX office stated that they mailed the results of my complaint to XXXX XXXX XXXX XXXX. Why there if I hadnt been there since XX/XX/XXXX? Thats odd they also emailed me this closure letter XXXX XXXX XXXX dated XX/XX/XXXX and I cant open it.? This was just after the consent order?
Company Response:
State: MI
Zip: 48317
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I entered into a forbearance under the Cares with Mr. Cooper for 12 months due to my rental home being shut down by the Governor of Florida and not receiving income during my primary earning months. I contacted Mr. Cooper to begin payments starting XX/XX/2021. Today I received a letter stating they would only agree to me i ) paying the entire 12 months from the forbearance and begin making payments, ii ) giving them a deed in lieu of foreclosure ( I have {$380000.00} in equity in the property ) or iii ) doing a short sale. It was my understanding that the cares forbearance was to help people during COVID, not set them up to lose their property. After numerous calls, I learned I could get another 6 month forbearance. In order to avoid the bank initiating foreclose, I agreed to 6 additional months forbearance in which I will start making payments plus as much additional as I can but at the end of the 6 months I will be in the same situation. I believed the lenders had to work with cares forbearances and add the money to the mortgage increasing the payment but allowing for repayment over the term of the mortgage. I am certain the intent was not to put people in the position of having to make full repayment of 12 months mortgage immediately at the termination of the forbearance.
Company Response:
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see complaint XXXX. As part of the above complaint - providing private information to an unknown requestor, Mr. Cooper charged me XXXX to provide this information to whoever this was requesting my mortgage payoff. This fee needs to come off of my account ~
Company Response:
State: CA
Zip: 93012
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A