Date Received: 2021-04-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Hello, I first reported the problem on XX/XX/2021 and got a incomplete response on XX/XX/2021. It's about the balance of my Mortgage loan being reported to XXXX, XXXX XXXX XXXX at {$250000.00} and recently XX/XX/2021 received a email from XXXX stating my loan balance is {$250000.00} after they reached out to my Mortgage Loan Servicer Mr. Cooper. The correct Mortgage Loan Balance is {$230000.00}. I recently found out about this information being inaccurate with all Three Credit Bureaus is because my Credit Score was decreased. I will be sending by email a letter to the Researchincoming @ mrcooper dated for Today XX/XX/2021 that is a part of the attachments. You can only reach the people who does the investigation into this issue is by email only - reseachincoming@mrcooper.com or by mail. I have spoken to a CS Representative to see if I can speak them about this problem and I can not and they only addressed one Credit Bureau which is XXXX and I sent the all three to show them the problem which has not been corrected nor my Credit Score. This is a copy of the Email I sent on - Fri, XX/XX/2021 XXXX pm ( XXXX ) To : you ( Bcc ) + 1 more Details Hello Research Department, Please acknowledge you received this email, so, I know it has gone to the correct place. I have recently discovered via my Credit Score being reduced, that all Three Credit Bureaus has the same incorrect my Mortgage Balance. Please find attached all Three Credit Bureaus reported amount of my Mortgage being {$250000.00}, when is actually {$230000.00}. There is {$23000.00} difference. Can you please correct this problem with the Credit Bureaus and inform me when this issue is resolved and my Credit Score is corrected. Thank you for all your help with this matter
Company Response:
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Reference XXXX. You closed the complaint even though I told you I had not received a response. As of XX/XX/XXXX, I have not received a resolution letter from Nationstar ( DBA Mr Cooper ). They said they sent to me. Please send it to me directly. Given the overall lack of communication from Mr Cooper, I have zero trust that they sent a response.
Company Response:
State: CT
Zip: 06489
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We requested and received forbearance of 6 months on our mortgage beginning in XXXX. We were informed that our forbearance would end as of XX/XX/2021. In the interim we sought refinancing through another mortgage company and were informed that they would not consider our application until our mortgage with Mr. Cooper was current. We then contacted Mr. Cooper and requested the amount necessary to bring the account current. We paid that amount ( approximately {$19000.00} XXXX the next day. I specifically asked that we be provided with this information in writing and the representative declined to do so ; indicating that there would be a record of the conversation. We then made the regular mortgage payment that was to be due PRIOR to XX/XX/2021. Since then we have received numerous texts and emails indicating that we are behind in our mortgage. We were informed that we somehow missed two payments ( that would have been due during the forbearance period ) and we are gravely concerned with what may happen to our credit. We have had ongoing problems with this company that have not been addressed.
Company Response:
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I HAVE SENT THREE PAYMENTS FOR THE FINAL PAYMENT. XX/XX/2021 E-CHECK FOR {$500.00} - REFUSED XX/XX/2021 E-CHECK FOR {$470.00} - REFUSED XX/XX/2021 MAILED OUT PAPER CHECK {$470.00} - NOT CASHED
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Nationstar, now Mr. Cooper, told me to go into foreclosure when I was unable to make payments on my mortgage in XXXX. The loan was in default for a number of months. I believe it was XXXX or XXXX when the default began. Nationstar took many months and many lengthy phone calls and lots of back and forth via email and so much paperwork before the company finally modified my mortgage, which went into effect XX/XX/XXXX. From that time through the end of XXXX, payments were made timely. I sold the property and satisfied the mortgage loan and additional loanich at the end of XX/XX/XXXX. Today, I am hoping to buy a property, but XXXX shows on my credit report that during those months when the loan was in default that it was in foreclosure. It was my understanding that the loan did not go into foreclosure. On XXXX, in fact, it shows past due, not foreclosure. Beginning with the first month that the loan was past due, the label on XXXX is " foreclosure. '' Nationstar refuses to remove the label of foreclosure, insisting that it went to foreclosure department even though I was in negotiation to modify my mortgage. Mr. Cooper ( Nationstar is keeping me from buying a home, which I very much need to do during this time when prices are rising but mortgage rates remain low and I'm in the last tier of my life at age XXXX.
Company Response:
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX Mr. Cooper assumed servicing of our newly established mortgage for our home from XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We closed on the purchase of our home on XX/XX/XXXX with our initial mortgage payment due on XX/XX/XXXX. There were two consequential mistakes made within the first few weeks of the transfer of our mortgage regarding our escrow account. I have made numerous attempts to get these mistakes corrected as you can see from the attached document named Updated Interaction Summary. One of the errors was corrected in response to my letter of XX/XX/XXXX. Unfortunately, the other error was not completely addressed. When I requested further information on the unresolved error, I have received no response nor even an acknowledgement of my request. At this point, it seems I have no recourse but to escalate my complaint by involving the CFPB. The outstanding issue is an incorrect crediting of the balance of our escrow account at the time of the transfer. Our mortgage was purchased by Mr. Cooper and transferred immediately after closing on our newly purchased home ( before any payments or disbursements would have occurred ). Below I am going to detail the events chronologically ( and provide documentation ) leading up to this error by Mr. Cooper as well as my most recent experiences. XX/XX/XXXX We received a tentative Initial Escrow Account Disclosure Statement ( attached ) for review prior to closing. This tentative statement indicated an initial escrow deposit of {$1800.00} with both county and city property taxes to be paid in XXXX and XXXX from the escrow balance. **This statement was revised before closing** as property taxes were paid by the closing firm at the time of closing resulting in a much lower funding need for the escrow account. From prior conversations with representatives of Mr. Cooper, they are in possession of both this tentative statement and the one signed at closing. XX/XX/XXXX Closed on property financed by this loan. At closing, we paid {$500.00} to fund our escrow account. This amount is shown as the Initial Deposit on the signed Initial Escrow Account Disclosure Statement XXXX attached ). XX/XX/XXXX Mr. Cooper correctly added {$500.00} to our escrow account labeling it an escrow adjustment. XX/XX/XXXX Mr. Cooper subtracted {$1300.00} from our escrow account again labeled as an escrow adjustment. This left a negative balance of - {$820.00}. This is the errant transaction for which we still have not received a valid explanation. XX/XX/XXXX XX/XX/XXXX A further error was made when Mr. Cooper paid our property taxes although they had already been paid at closing. This error was finally corrected in the resolution letter of XX/XX/XXXX. I am going to omit details of this error as it is now resolved, but mention it to assist anyone reviewing the internal records to understand the transactions they see. XX/XX/XXXX Received a resolution letter which stated regarding the escrow transaction on XX/XX/XXXX *** " After reviewing your account, we found that when the loan was acquired from XXXX XXXX on XX/XX/XXXX, it was received with {$500.00} in the escrow account. However, XXXX XXXX transferred the loan with the incorrect escrow balance. The account should have transferred with - {$820.00}. " *** XX/XX/XXXX Requested via email, as instructed in the resolution letter, documentation validating the above quoted statement. We have received no response to this request or to our following requests. See attachment ( Updated Interaction Summary ) for details of additional interactions. XX/XX/XXXX Personally contacted XXXX XXXX XXXX XXXX XXXX to confirm the amount that our escrow account was transferred with. They confirmed as the signed Initial Escrow Account Disclosure Statement indicates an initial deposit of {$500.00} is the transferred balance.
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Mr. Cooper 2 weeks back about the same issue that my online amortization schedule is not visible after login into the account. I have been following up with Mr. Cooper for at least 4 months regarding the same. 2 weeks back I was told that within 4-7 business days - this issue will be fixed. But nothing has been done till now.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in 2001 for {$58000.00}. As of this date I owe {$64000.00}. I have been paying on this mortgage for 20 years. In that time I have had a bankruptcy, and the loan has been with 3 different lenders. I would like my account audited. There is no way I should still owe as much as I do.
Company Response:
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My original home loan was sold to Nationstar dba Mr. Cooper in XXXX. In XX/XX/XXXX I sent my county tax bill to Mr. Cooper within 24 hours of receiving it in the mail. Mr. Cooper confirmed it received my tax statement. I assumed they paid it from my escrow. On XXXX I received a past due tax bill from the county I live in. I immediately called Mr. Cooper and they assured me it would be taken care of in 7 business days, and that they would now pay the almost {$600.00} late penalty fee. Seven or eight phone calls later my taxes still have not been paid. On XX/XX/XXXX I was told the taxes had been sent priority mail on Saturday XX/XX/XXXX. When the taxes had not been received, I called Mr. Cooper on XX/XX/XXXX and they told me two different stories. First the lady named XXXX told me the taxes were wired two days earlier, then XXXX told me after speaking to XXXX XXXX in the tax department that the check would go out that day ... priority mail. As of XX/XX/XXXX the taxes still had not been received by my county. When we called on XX/XX/XXXX we were told the taxes actually had not been mailed until Monday XX/XX/XXXX. No one at Mr. Cooper can provide us with a priority mail tracking number to prove it has actually been mailed.
Company Response:
State: KY
Zip: 40031
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Where do I even begin with this process, my new servicer Mr. Cooper just continues to give me the run around. I used to be with XXXX and I was waiting for my modification resolution before my loan got service transferred. Now I have been in limbo for months trying to find out why my lender isn't opening or finishing up this modification review. They were supposed to pick up where my last servicer left of. Every time my counselor XXXX XXXX tries to get an update they give him a different update. One week its under review and the next they said no modification is currently under process. I am afraid that I am going to get a foreclosure sale date because they have no idea what the XXXX is going on with my loan.
Company Response:
State: TX
Zip: 76205
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A