Date Received: 2021-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am having problems trying to prove my father in law 's death. XXXX XXXX XXXX XXXX died last year in XXXX due to XXXX. I have presented all financial documents for a loss mitigation review. However, to this date, proving my father in law 's death is holding up the review. I want to go forward with this loss mitigation review. I want the XXXX of the XXXX, or whatever higher office Mr. Cooper has to help me achieving my desire. I have extended my forbearance plan for three months.
Company Response:
State: MD
Zip: 21702
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi, My forbearance ended on XX/XX/2021. I have contacted my mortgage company, Mr. Cooper for the last month or so. They have stated that the amount do is close to {$30000.00}. I do not have that kind of money. All I want to do is work out a reasonable repayment plan. I have contacted Mr. Cooper multiple times and they said it is Fannie Mae regulations. I tried to be proactive before I got behind. It has been the perfect storm, the pandemic, I had a XXXX XXXX XXXX and have applied for Social Security XXXX and it takes for ever. We are desperate, we want to keep our home. Please anything you can do to help us is greatly appreciated. Thank You
Company Response:
State: NJ
Zip: 08055
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Step 1 : What is this complaint about? Inaccurate credit reporting. Step 2 : What type of problem are you having? Mr. Cooper 's mortgage company reported my second mortgage as delinquent which affects my ability to buy a new home. I tried to work out the problem but their agents are not responding to my emails or phone calls. Step 3 : What happened? In the proc ess of trying to refinance my loan with Mr.cooper, a loan officer told me to stop making payments on my second mortgage. Then, they turned around a report me as delinquent on my payments. Step 4 : What company is this complaint about? Mr. Cooper mortgage or Nationstar Step 5 : Who are the people involved? Loan officer XXXX XXXX.
Company Response:
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently contacted this company who holds my mortgage to inform them that a divorce had happened and that I was awarded the home. I was informed by Mr XXXX XXXX that all I had to do was send in the divorce papers, a pay stub and a statement saying that I could afford the payments. Mr XXXX then proceeded to tell me that the easiest way was to refinance the home. They were going to add {$8000.00} to the loan, drop my interest rate 0.5 % and my payment by only {$30.00} per month. Then I was told that because a modification was done due to covid-19 that I had to wait until six payments were made. I then asked them to just remove my ex husband from the loan and that I had already submitted the required documents. I also spoke to their customer service team who verified that I had done everything needed to remove my ex 's name from the loan. Mr XXXX 's supervisor then tried to tell me that a refinance was required. This is contradictory information and I feel this company is highly unethical in that they only wanted to do the loan refinance to gain more money.
Company Response:
State: ID
Zip: 83714
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XXXX I refinanced my home loan with XXXX. My first payment was due on XX/XX/XXXX, which I paid early to ensure it was effective on XX/XX/XXXX. I was later notified that my mortgage was sold/transfered from XXXX XXXX XXXX XXXX XXXX XXXX ) to Mr. Cooper on XX/XX/XXXX. I don't know the exact date, but in mid XXXX Mr. Copper started showing my mortgage was past due on their website and in letters to me. I called to explain I paid my XX/XX/XXXX payment to The Money Source and asked how I could help get this corrected. I was told there was nothing I needed to do and that there was a 60 day grace period. On XX/XX/XXXX I receive a letter in the mail from Mr. Cooper stating I was in default for being over 30 days late and offering me options to short sell my home. I immediately called and was sent through the debt collection department as part of trying to clarify that I believe it was a mistake. After being asked about if I was in financial trouble, asked for additional personal contact info, they eventually acknowledged the payment was received and I was not in default. They then proceeded to offer me options to buy additional services through them. It is wrong that a mortgage company would notify a client that their mortgage is in default and past due during the first 60 days after a loan is transfered/sold when payments were made on time.
Company Response:
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was purchased by Nationstar Mortgage DBA Mr. Cooper in XX/XX/2021. After receiving instructions on how to setup my account I followed all of the instructions in the literature and was unable to actually do as instructed in what they mailed me due to their website being broken and unable to process my zip code when creating my account. I called customer care and was told to just keep trying. Finally, on XX/XX/XXXX I was able to create my online account with Mr. Cooper and upon doing so the website showed that 1 ) I was past due on my XX/XX/XXXX payment and 2 ) that my next auto-draft payment was automatically setup to occur on XX/XX/2021. As a result of the past-due status of my account and after seeing that the next pending payment was for XX/XX/XXXX, I initiated a one-time payment so as to get my account status current. On XX/XX/2021 I checked my bank account and saw that not only had they withdrawn the payment I made the previous day, but they had also withdrawn ANOTHER payment at the same time despite what their website reflected with regard to my upcoming auto-draft. I then called their customer service and after many unsuccessful attempts at navigating their automated phone tree I was able to miraculously choose the correct options to get a human on the line. The lady I spoke with then took my information and contacted the bank to initiate the refund. Despite the fact that Nationstar dba Mr. Cooper were able to instantly draft my funds from my account I was informed that I would need to wait up to 48 hours to have the funds that they took from me without my authorization to be returned to my account.
Company Response:
State: SC
Zip: 29072
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper gave out personal information regarding my account without my approval. After this was shared with me by a Mr. Cooper representative I have continually called and asked for the fax that was used to request my payoff and what they provided. THIS IS IN VIOLATION OF MY RIGHTS AS CLIENT TO NOT HAVE MY PERSONAL INFORMATION PROVIDED TO UNKNOWN INDIVIDUALS. The week of XX/XX/XXXX a Mr. Cooper rep told me they had an inquiry about my payoff balance as of XX/XX/XXXX and asked if I was going through a refinance, I am not. Since that week I have called several times trying to get a copy of the request and what they responded with. NO one knows and no one will call me back, they continue to say they can not find the request. Initially, the rep scheduled a time where she was going to have a supervisor call me back XXXX she scheduled the call back a week from the day I talked to her ). No call!!! I then called back again and requested to speak to a Supervisor. They put me in touch with XXXX XXXX, ( XXXX ) XXXX, who was to call me back on XXXX after filing a Fraud report with Mr. Cooper XXXX this was a week after I talked to her - that gave her enough time to do the filing and find the paperwork I am asking for ). Needless to say, no call. I left her a message and again no response. This company is suppose to be documenting their interactions with the client ( me ) but when I call it is rare that they have documented the prior conversation, issue, etc. so it is like starting all over again, This is personal, private information they gave out. XXXX said they respond to these requests based on the account number ... how this person got the account number I don't know and it concerning. They said it was XXXX XXXX title company 's number on the fax. I called that number and listened to a recording say 'Hi This is XXXX and XXXX XXXX we're not home right now ', no company. Where do I go from here to ensure I get a copy of the request, what they sent and ensure this DOES NOT happen again. Thank you for your assistance.
Company Response:
State: CA
Zip: 93012
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2018, I moved from my home in XXXX to XXXX. I put my home on the market and did not get any offers until a short sale offer was made in XX/XX/2018. My real estate agent, attorney and I completed the forms for the short sale and sent them to Nationstar Mortgage. We did not receive any response. After numerous calls and letters requesting a decision, I filed a complaint with the CFPB. Nationstar still would not make a decision and the buyer backed out of the offer. We then received a new offer that was slightly higher but still a short sale. Nationstar then sold the mortgage to XXXX XXXX XXXX. XXXX then required us to complete all new paperwork, which we did. After two years of asking for the short sale to be processed, XXXX then decided to not accept the short sale. The foreclosure sale has been continually adjourned for future dates and each month XXXX reports delinquent payments to my credit report. Today I received a civil action notice from Nationstar Mortgage seeking over {$50000.00}. How does a mortgage company that sold my mortgage over two years ago, file a civil action against me? I have been trying to get this property sold for over three years now and each time it has been held up by a mortgage company refusing to process or even answer the paperwork we filed with them. I have reached out on numerous occasions to the CFPB and have not had any resolution. How am I responsible for additional monies due when the reason for these additional costs is the mortgage companies ' refusal to process the sale offered.
Company Response:
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please refer to all attached documents for details. A letter was received by me from XXXX XXXX informing me my loan with Mr. Cooper was sold to them. A second letter from Mr.Cooper dba Nationstar Mortgage has notified me that they have transferred the servicing of my mortgage loan to XXXX XXXX. I feel this is discriminatory against consumers with low mortgage balances because when I called a representative at Mr.Cooper and requested that my loan not be transferred to another servicer, I was told unless I refinanced my loan they would not honor my request. Requiring me to refinance my loan as a condition of keeping Mr. Cooper as my servicer is I feel illegal and prejudiced based on my status as a senior and retired. This practice on the part of Mr. Cooper is not doable or practical given my age and situation. My remaining mortgage balance is {$18000.00} as of XX/XX/XXXX and will be paid off in less than 2 years. I have always been current on my mortgage loan with Mr. Cooper and my goal is to pay off the loan in about one year as I plan to add additional funds to the principal remaining balance of {$18000.00}. I am requesting that Mr. Cooper reconsider and cancel any transfer to XXXX XXXX for my mortgage loan because this is biased and unfair. Putting me into a position of unnecessary and undue stress with XXXX XXXX is placing me with a company who has numerous complaints with a poor track record on many issues from countless consumers on the internet. Due to runarounds and servicing incompetency of XXXX, they have pushed many consumers to foreclosure causing what others have written as a living nightmare. Numerous violations as well as lawsuits including citing by CFPB and the XXXX XXXX XXXX are documented on the internet. My payment for XXXX is now due and I intend to send that payment to Mr. Cooper as I have done in the past. If Mr. Cooper cancels my payment as stated in their letter to me, I should not incur any late fees as this was not my choice. Mr. Cooper states to just send payment to a PO Box with no coupon or letter or anything. Again if CFPB researches others who have complained about XXXX, it indicates lost payments, fees of all kinds, total disorganization, non resolution of numerous issues, etc is typical when loans are transferred. No correspondence has been received from XXXX to date which is further evidence of their lack of competent consumer servicing. I do not wish to be part of their nightmare business and since I have so little time left to pay off my loan, I am requesting Mr. Cooper to continue servicing my loan. Thank you.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for Covid-19 relief plan to defer payments for a total of 6 months. 3 months into the plan, I got partially back to work and stretched to make payments again. I was told that the total on a loan modification would be ~ $ XXXX $ XXXXish that would get put at the end of the loan in a non-interest bearing note due at the last payment of the mortgage. I got all of the forms back, and the amount due on the loan is DOUBLE. I called to ask what's going on, and they had no information. I was not getting credit for payments that I already paid on. I also now can't see all the information in my account that I used to be able to see, including past payments and such. I asked for a supervisor, and was advised no one was around. I was also told there were extra fees being charged. I was NEVER told that.
Company Response:
State: MO
Zip: 63123
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A