Date Received: 2021-04-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Greetings, I am writing in regards to the poor, unprofessional service that I have received while attempting to modify my mortgage with Mr. Cooper. I am a XXXX XXXX whos husband has served this country for more than 30 years and is currently XXXX. I have been given the runaround with getting this modification completed for several months now and Im totally at my wits end. As a spouse of a XXXX service member, it is stressful holding things together while your loved one is away not to mention dealing with the pandemic, a stressful job, no nearby support system, and still grieving over the loss of my parents. I would only hope that Mr. Cooper has licensed ( XXXX holders ) individuals attempting to service their customers. Unfortunately, what Ive encountered appears to be quite the opposite. I dont even think that they are aware that the CFBP exists and/or your purpose. However, if they are aware, theres absolutely no urgency in resolving things at the lowest level possible. I informed their agent that I would need to sign the documents via POA. They scheduled me a total of 5 mobile notaries to come and these were the results. 1. Notary comes but no POA was requested by the agent and when provided to the Notary, it was unsure what needed to be done so the notary left 2. I submitted the POA via email on XX/XX/21 and the agent uploaded the POA and rescheduled another mobile Notary. 3. The second and third Mobile Notary never showed. I even called and spoke with one of their agents to assure me that they would come out. He said all I can do is pray for you. Such poor customer service and lack of accountability! 4. I contacted the Mortgage Company after the second no show and was informed that the process to request the mobile notary was never processed properly the last 2 times. 5. Now we are on attempts number 4 and 5 in which the documents were notarized on 2 different occasions ( about a week apart ) and later told once again that there was either a missing signature, not signed properly, and/or wasnt legible. Once I contacted the Mortgage Company again ( now towards the end of XXXX ) the agent says that they never received my POA. I once again emailed it to her and told her when the original was sent. ( She also mentions this file being sent to the escalations team ; who are they and what do they do? Ive never heard from them but was told at least twice of the escalation ). This agent then tells me that she will send me some new documents and after I receive them, I can then call back to schedule a Notary. However, to my surprise, I receive a call from one of Mr. Coopers agents on XX/XX/21. It is at this point that I am given the information that the POA must be registered with the County Clerks office. This is the first time ever the words county clerks office was mentioned. I reach out to Mr.Cooper and speak to an actual Manager on XX/XX/21. He assured me that he will request updated documents with a payment start date of XX/XX/21 and that he himself would reach out to me to inform me as to when to expect my documents. But as of yet, XXXX XXXX has failed to do so. Another, failed attempt to make things right! I have suffered from the lack of knowledge and this companys failure to follow through for months now. I am stressed and at a total disbelief that a company can actually operate in this fashion. A mortgage is usually the largest purchase of the average working persons life. If this company cant see how important this is to me and my family then just maybe they should eat this mortgage and send me a paid in full deed! I pray that you can help me get some closure and also set a precedent to avoid the same thing from happening to the next service members spouse. Believe it or not, we really have a hard job!
Company Response:
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-11
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: The original borrower filed Chapter 7 in XX/XX/XXXX and bankruptcy was finalized and discharged XX/XX/XXXX. The last payment made was XX/XX/XXXX. The owner left the country and transferred property to me after I helped bring property current on XXXX XXXX dues and more than 4 years passed. The statue of limitations on time barred debt passed and she was still insolvent, and unable to pay XXXX fees. I paid over {$60000.00} to bring the property current and stop an XXXX foreclosure. However after the property was transferred to Nationstar Mortgage from XXXX XXXX, they filed a notice of default in XX/XX/XXXX and I believed I was responsible or I would lose the property. I had someone knowledgeable of Loan modifications and foreclosures help communicate on my behalf with Nationstar Mortgage. XXXX XXXX from the non-profit ACCE helped provide contact information for XXXX XXXX, VP of Litigation at Nationstar Mortgage. He was able to rescind the XX/XX/XXXX foreclosure sale. She also provided a contact XXXX XXXX at Nationstar Mortgage who helped facilitate a loan modification. I didn't know that time barred debt was not legally collectible from me or that a debt discharged in bankruptcy could not be modified. Nationstar allowed the modification to the original debtors loan even though she was living abroad. Without her financial information I was able to use my own financial information and added as a co-borrower to the loan modification. The loan never added my name when it was temporarily granted and XXXX XXXX assured it wouldn't be a problem. I thought I was responsible and I made over {$17000.00} in payments covering 9 payments. The original borrower or debtor never communicated with anyone at NationStar. In XX/XX/XXXX Nationstar foreclosed and sold the property to XXXX XXXX XXXX XXXX XXXX. I hired attorneys to represent myself and the borrower not knowing that this was illegal and I was being defrauded by the law firm as well. The original debtor never signed am agreement however she's named in the lawsuit without being present or afforded due process. I've spent over {$300000.00} in legal fees and {$200000.00} in bond payments to XXXX superior court.
Company Response:
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2021-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XX/XX/XXXX we receive notices that the balloon payment on our 2nd mortgage with Mr Cooper will be due XX/XX/XXXX -- XXXX Contacted Mr Cooper and spoke with several different representatives from several different departments who told us that there were no extensions available I was finally given a loan officer to WORK WITH to refinance - I gathered my financial documents to send to him BUT -- Mid XXXX my husband was injured & required emergency XXXX. While in the hospital he tested positive for XXXX -- Following quarantine & recovery in late XXXX I contacted the assigned loan officer to begin refinance -- After several failed attempts to connect with him his voicemail gave me his manager. -- I contacted HER only for her to tell me that she was sorry, but I had been misinformed several times over the past few weeks of XXXX that it could be refinanced when in fact IT COULD NOT BE refinanced because it was an orphan 2nd mortgage with the primary mortgage no longer associated with it ( Nationstar had carried 1st & 2nd mortgages- Shellpoint had picked up just the 1st mortgage leaving the 2nd one with Mr Cooper . We had continued paying on both these past few years ) -- SO end of XXXX I begin re-finance efforts with XXXX XXXX from XXXX -- Knowing that NOW we would be penalized for late payment on the Mr Cooper balloon payment we utilized the pandemic plan for XXXX XXXX -- As financing appeared to be moving along but not fast enough WE REQUESTED AND RECEIVED AN EXTENSION FOR XXXX XXXX XX/XX/XXXX Unfortunately THAT Shellpoint loan officer was replaced XXXX by a NEW individual who knew NOTHING about our account & wanted us to START ALL OVER with document submission even though as of XX/XX/XXXX we had conditional approval, appraisal complete & all required documents submitted!! WE WERE FRANTIC AND FRUSTRATED. I called & contacted Mr Cooper to tell them what was going on. XX/XX/XXXX I logged in to MR COOPER online account to chk on any communications etc and confirm status of acct and pandemic pause ( SEE SCREENSHOT ATTACHED BELOW ) However XXXX continued to drag their feet. NO COMMUNICATIONS unless I called or I emailed - finally I called corporate and worked my way down thru departments until I got to underwriting and a direct dial number to a real person. HE had no knowledge of our account. Apologized for the delays and promised to expedite things. We wanted to believe him but were already at the end of our rope - so we looked into going with another company ( XXXX XXXX ) to do the refinance but upon contacting them we discovered 1- MR COOPER HAD REPORTED US DELINQUENT FOR THE $ XXXX balloon payment and 2- in doing so our CREDIT REPORT TOOK A HIT! I was shocked and dismayed so I logged into my MR Cooper acct and discovered ONLY the XXXX pause on the account assigned to our status and that showed -67 days delinquent!!! I then contacted Mr Cooper in Pandemic Program Dept and got XXXX at XXXX HER response was that only the XXXX XXXX pause was valid and that any extension was inadvertently assigned because the online system didnt know we were past due on the balloon payment. She then asked me didnt you get a letter in XXXX? When I protested her version of things I asked her to clarify how the system could be confused and then CONTINUE to be confused on into XXXX with additional letters CONFIRMING THE PAUSE including a XX/XX/XXXX letter that said " Were sorry to hear about your financial hardship and hope that you and your loved ones are otherwise safe and healthy. Based on your situation, you have been approved for a XXXX XXXX XXXX. Starting XX/XX/XXXX, your monthly mortgage payment of {$28000.00} will be paused. You will not need to make a mortgage payment for 3 months. Important conditions are described below. CONFIRMING that it was being applied to the full XXXX balloon payment AND on into XXXX when I did the online-screenshot of the STILL IN PLACE EXTENSION -She had no answers -She put me on hold to speak to her supervisor -She came back with no answers -I suggested that we contact Mr XXXX who in a previous letter had been assigned as a " Dedicated Loan Specialist '' -She put me on hold again and then said SHE would contact him and HE would contact me apparently he has called once ( yesterday ) but leaving no message, it showed up as an unknown caller Upon calling HIS number today XX/XX/XXXX I reached a general-representative - Requested a SUPERVISOR ( XXXX ) then received the SAME story that the system gave the extension in error but COULD NOT EXPLAIN why the error EXISTED From XXXX and on into XXXX and that there was no NOTIFICATION in ANY way that ( a ) it was in error ( b ) it was being cancelled immediately or ( c ) there would be negative reporting oil our credit report and it was then that she DENIED that any credit reporting HAD BEEN MADE BY MR COOPER which is FALSE! It was when the loan officer at XXXX XXXX pulled XXXX our credit report that he TOLD me the reporting was there AND our high700s rating was NOW a LOW 600s!!
Company Response:
State: MI
Zip: 494XX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Closed on Home in XXXX. Made payments on time for 1 year and decided to do an FHA Streamline Modification in XX/XX/XXXX. Called my lender Mr. Cooper and was offered a lower interest rate and given an estimate of what the payments would be and an offer to lower the interest rate. After reviewing the disclosure sent by the loan officer, there were several discrepancies with the property taxes. The taxes on the property were significantly lower for the previous owner because of her age and other discounts. I confirmed with them the estimated amount of taxes for the year and they sent it to underwriting and re worked it to account for the higher tax amount. I then was sent a revised copy of the closing disclosure and agreed to the changes that were made. I was told the closing cost were rolled into the new loan so only a small amount to pay the lawyer was required for cash to close.I closed on XXXX. I was advised the cash needed to close was XXXX to which I paid by personal check directly to the lawyer in my living room. My mortgage payment was lowered from {$1700.00} per month to {$1300.00} a month and my interest rate changed from 4.2 % to 2.75 %. This was exactly what I agreed to, understood and wanted. In XXXX I received an escrow statement advising me that I had a shortage and that from XX/XX/XXXX going forward my mortgage payment would now be {$1900.00}. The amount was for taxes and fees etc. I couldnt understand how I had a shortage when I had funds in my escrow account prior to the refi, the lender sent me a check back for overages in the amount of XXXX and for 6 months I was paying {$1300.00} as agreed. I called Mr. Cooper and spoke to someone in the escrow department who advised me that the reason why there was a shortage was because the closing costs and other fees that I was told would be rolled into the loan were actually taken from the escrow account and now even after the modification there was no way I would be able to pay the amount I agreed and have been paying which was {$1300.00}. She advised I would need to either pay the negative balance causing the shortage in full or pay the higher monthly rate of {$1900.00} ... she then also advised that the lowest amount my mortgage payment would be is {$1500.00}. even with a lower interest rate based on the taxes. I then called my loan officer and explained all of this to him to which he said I should have never been told that and it wasnt true, but after I was told, I reviewed my closing disclosure and I saw where the figure was added to the cost of the loan even and the taxes etc. I was then told I would be contacted by a manager. I recieved a call from a manager who basically stated there were mistakes made and he would " try '' to get Mr. Cooper to fix the issues by meeting me half way, which I feel like is completely unreasonable because everything piece of paperwork I have completely supports what I agreed to and is contrary to what they said. How can you take money from my escrow account and use it to pay yourself ( because it all went to fees ) and then add when the taxes need to be paid and you have XXXX my escrow account now I have to hundreds of dollars more per month to cover it. Isnt that double dipping?. I am very unhappy with Mr. Cooper.
Company Response:
State: GA
Zip: 30008
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, Mr. Cooper took over the servicing on my mortgage. In XX/XX/XXXX, I learned that the XXXX real estate taxes were not paid from the escrow account on time. In late XX/XX/XXXX, Mr. Cooper finally paid the penalty and interest charges assessed by XXXX XXXX XXXX for the late payment of real estate taxes. However, the failure to pay the real estate taxes before XX/XX/XXXX resulted in the loss of a tax deduction on my XXXX income tax return. As a result, I am out of pocket {$520.00} due to their negligence. Since the additional income tax was directly attributable to Mr. Cooper 's failure to pay my real estate taxes on time, I am seeking damages equal to the additional tax that I incurred XXXX {$520.00} XXXX. Although I have countless hours invested in getting this situation cleared up, I am not asking for any additional compensation for my time.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home through a broker in XX/XX/XXXX. My loan did not require taxes and insurance to be escrowed, but I was given the choice to do so and did ask for escrow account. The mortgage was sold twice, finally landing with Nationstar DBA MrCooper, commencing XX/XX/XXXX. I set up an auto-payment for my mortgage in the amount of {$3300.00}, which included {$850.00} per month in escrow payments. On XX/XX/XXXX, I noticed that Mr. Cooper had drawn my mortgage twice from the account, leaving me unable to timely pay my other expenses. I contacted them immediately and was first told that it didn't even happen and then told that nothing can be done for several business days. They had absolutely NO explanation for how/why they withdrew the amount twice. I asked XXXX XXXX to help and they eventually reversed one of the payments a few days later. Mr. Cooper never apologized and I ended up spending hours to correct their mistake. Next problem came simultaneously, as my property taxes were due on XX/XX/XXXX, so commencing XX/XX/XXXX, I began requesting that Mr. Cooper pay the taxes that were now overdue. First I was told that they must have been paid by the prior mortgage holder, but I confirmed that they were not paid and the entire escrow balance was transferred to Mr. Cooper. Then I was assured that the taxes would be paid by no later than XXXX XXXX. I continued calling and writing to them, and only received form responses that they will review the issue and get back to me. To date, no one has ever called me back from Mr. Cooper. On XX/XX/XXXX, I received an email from customer service that all taxes have already been paid and there are no prior delinquencies, and if I wanted them to pay the property taxes, I needed to provide them proof that they had not been paid. I sent them copy of screen shot of their own website showing that the taxes were due on XX/XX/XXXX, that they remained outstanding, that nothing had been paid from my escrow account, as well as a screen shot of the XXXX XXXX County 's Tax Assessor 's website showing the outstanding balance that was due on XX/XX/XXXX and had not been paid. I received no response from Mr. Cooper to that email whatsoever. On XX/XX/XXXX, I received an auto-generated email from Mr. Cooper that my property taxes had been paid and my escrow account showed the payment. As of today, XX/XX/XXXX, the XXXX County Tax assessors office does not show a payment being made and my taxes will be deemed delinquent in 4 days, with penalties levied. On or about XX/XX/XXXX, I wrote to Mr. Cooper that my loan did NOT require an escrow account and given their incredible incompetence and repeated mistakes, I requested that Mr. Cooper close the escrow account, refund me the balance, and I will handle my own payments. To date, all I have received is a form generated response that someone will contact me " soon. '' No one has contacted me and they have not released my escrow funds. Assuming they did actually pay the property taxes due on XX/XX/XXXX, then there are no payments due until the home insurance payment is due on XX/XX/XXXX and they should have no trouble releasing my escrow funds now. According to a report I read on XXXX, I understand that Nationstar was sued for and reached a settlement for {$91.00} million for mishandling mortgages and harming borrowers. I have already had to spend hours dealing with them over what should have been a simple monthly mortgage payment and bi-annual property tax payment and this was only within the very first month of their holding my mortgage. They changed their name, but their practices have remained exactly the same. Please help me get my money back from this very shady company.
Company Response:
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been working with my loan servicer Mr. Cooper regarding my escrow account. After a tax disbursement I called and spoke with a representative in early XX/XX/2021 and requested and escrow analysis. I received estimated information such as the shortage amount and the new payment amount. I was advised to make the shortage payment before the analysis would be applied to avoid delays in adjusting the payment after the shortage was paid. I prepaid the shortage amount, however when I called back in and spoke with XXXX from Arizona, they refused to provide the estimated escrow analysis information. XXXX stated that they submitted a request for an analysis to be performed, but would not run the estimated analysis and provide me the information. I was seeking confirmation that the shortage amount I prepaid was correct, and to know the upcoming payment amount. I advised I was aware the information would be estimations only, yet was still denied access to this information. I used Mr. Cooper 's online chat to speak with XXXX from Texas. XXXX was able to perform the escrow analysis estimation, and confirmed that the shortage had been paid in full, yet refused to provide the new payment estimation. When I advised that I was aware the amount would be an estimate, the chat was disconnected. An estimated escrow analysis allows consumers to make informed decisions and to plan financially. Refusal to provide this information ( information that had been previously provided by another representative ) can be harmful to the consumer. I have now made an additional escrow payment with no confirmation that the amount was correct. Of the 3 representatives I communicated with, 2 refused to provide this information, and 1 told me the information was not available to them. This is not truthful and intentionally deceptive.
Company Response:
State: PA
Zip: 17268
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper /Nationstar Mortgage add mortgage insurance in mid 2020 when no insurance was necessary. I called and no one could explain why it was added. A review was initiated and after several months the insurance was removed. I continued paying the mortgage amount minus the mortgage insurance. I was not aware that they were considering the payment as not paid in full. We just finished a Chapter XXXX bankruptcy in XXXX and I started looking into refinancing. This is when we found out the mortgage was considered late/not paid in full. I called and was told the only way to stop it being considered not late was to pay the overdue balance which I did in the amount of {$500.00} plus, which should have been removed since mortgage insurance was not required. Still waiting to hear back from claim we submitted to get that money back. Now Nationstar has added additional fees to the mortgage that my bankruptcy attorney is working on but it is holding up our discharge in addition to my refinance because I can't the document needed stating payments have been on time and never late.
Company Response:
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: After a purchase of our home the mortgage was sold to Mr. Cooper ( https : //www.mrcooper.com/ ). Everything was smooth until we decided to refinance our home with XXXX. We obtained a payout amount which was valid past the date of our settlement date. Our new mortgage product was such that it was split into two parts and therefore the bank sent two separate payout amounts to Mr. Cooper. When Mr. Cooper obtained the first payout amount, they applied part of it to the current month 's mortgage, and as they explained, since it was not the full payout amount, they applied another payment to the following month 's mortgage ( which included about {$2000.00} in interest ). When all the accounts were settled, we were still missing about {$2000.00} and no one could explain to us where this money went. We tried to call Mr. Cooper 5 times and each time we got hung up on. Finally they sent us a payment schedule, which did not explain how or where the {$2000.00} went. We reached out to our new bank and asked for their help. All three parties got on a phone and were told the same story : Mr. Cooper doesn't owe you anything '', but we persisted, because 2+2 was not adding up to 4. So they escalated - and surprise - we got hung up on AGAIN! 40 min later, we finally got through to another escalation agent, who told us that the payment was applied to the month of XXXX and when we enquired what the interest of that month is - it was approximately the {$2000.00} dollars that have been missing from our equation. Needless to say that they also did not prorate the interest for the month of XXXX although they only serviced our loan for the first 9 days! This is very wrong and a way for Mr. Cooper to pocket extra $ $ $ from unsuspecting and non-diligent consumers, who trust that the banks do the right math. We have not received a correction or a refund yet. This sounds like a deliberate way of conducting their business and needs to be addressed by a regulator or a Class action lawsuit. https : XXXX
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 The bank ( XXXX XXXX XXXXXX/XX/XXXX which I am refinancing with sent a email asking Mr. Cooper which holds my mortgage to sign the attached Letter of Direction from XXXX XXXX XXXX XXXX XXXX in order for me to move ahead with my refinance. They had a ABI on the mortgage which is A Beneficial Interest on the property stopping me to refinance with out them signing the Letter of Direction. After many phone calls and e-mails after 2 weeks they mailed me a Verification of Mortgage. I did not ask for that. I explained to several people that I spoke to that I would lose my new rate that I had locked in, they said they could not do anything it was in the hands of the research dept. which their was no phone number to. As it approached XX/XX/XXXX and losing my rate of 2.5 % XXXX XXXX XXXX XXXX said they could take care of it since Mr. Cooper was not. I now received a bill from the Land Trust company for {$540.00} which I never would of had if Mr. Cooper would have helped me. I spoke to and e-mailed : XXXX XXXX, XXXX XXXX Ph # XXXX
Company Response:
State: IL
Zip: 60459
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A