Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: We are trying to get a payoff statement for an existing mortgage. Mr Cooper online site has not allowed login for 5 days. This is inexcusable for a company who processes millions of payments for multiple lenders. We need a payoff statement by XX/XX/XXXX.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This is the email I sent to Mr. Cooper which has 4 complaint issues : " I need a phone number to speak with someone at Mr. Cooper regarding multiple issues with your company. I've tried 6 different numbers, including the one on your website and your social media page, NONE WORK! Mr. Cooper unfortunately, took over my mortgage from XXXX XXXX a few months ago. Since then, I've had nothing but headaches from your company! 1. ) I received a call, and an email from my home insurance company ; YOU have not paid my insurance bill via my escrow, it's now late and I'm being threatened with policy cancellation by the insurance company! 2. ) I received a text message from Mr. Cooper at XXXX about a system outage. If you can't figure out a proper time to send out tests, remove me from your notification list! XXXX is not acceptable!!! 3. ) I received an email from Mr. Cooper regarding a cyber security attack. I've had zero information since then .... Has my information been compromised?!?!?!?!????? 4. ) When you took over my Mortgage a few months ago, you performed a 'hard pull ' on my credit. This has dropped my score XXXX points. I did not ask for my mortgage to be transferred and I certainly did not authorize a hard pull on my credit. Get this removed now. I will be filing complaints with XXXX my AG 's office and CFPB if I do not receive a phone call from a Mr. Cooper representative today. My contact info is below, I will expect a phone call today. I inserted my name address phone number here
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: An escrow analysis was conducted on my mortgage loan on XX/XX/XXXX that increased my payment by {$720.00} MONTHLY. I have tried reaching out to MrCooper for information regarding this change since XX/XX/XXXX and I can not reach a single representative or get any response to this. After not receiving any support from MrCooper I had to consult with a mortgage consultant. They have advised to me this is more than likely a mistake due to the excessive amount of increase on my escrow payment. As well as my escrow had a surplus up until this analysis. The mortgage consultant advised me to get in touch with MrCooper ASAP to address this matter yet MrCooper continues to process my payments but failing to provide any customer service whatsoever.
Company Response:
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: XXXX XXXX XXXX had my loan. They became XXXX XXXX XXXX. All of the customer service numbers no longer work and Nationstar Morgage aka Mr. Cooper seems to be involved but it is impossible to reach then either. Their website is non-functioning.
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I'm submitting a complaint after receiving a large XXXX XXXX XXXX from my town. Mr Cooper was responsible for withholding and paying the appropriate amount of taxes from the escrow payments I make on my mortgage. It appears there is a significant shortfall. Ultimately my complaint is because I can not reach anyone in their loan servicing department to make sure this bill is remedied. Mr Cooper was subject to a cyber attack last week, and has withdrawn all its resources to speak to people calling about an existing loan with them. However you can still reach someone is their department if you'd like to get a NEW loan through them. Basically they'll give you the time of day if you'd like to become a new customer, but if your an existing customer they won't talk to you. I reach someone in the New Loan application department and she assured me someone would call or email me that day. It has now been XXXX day and I haven't heard anything, nor can you call to speak to someone about an existing loan
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: making bi-monthly payments, XXXX payment goes through fine, the XXXX payment goes to principal, even though it shows the amount due for that month, which I paid in full, call them to change it back to payment, they credit it to payment than change it back to principal, have had to call every month since XX/XX/XXXX, and the problem still exist, the operator can see how many times I've called since XX/XX/XXXX, about this issue and tells me they are notifying the company 's head personal, but as of XX/XX/XXXX it shows that I haven't made the XXXX part of the payment for XXXX even though I made it on XX/XX/XXXX and have confirmation number for that payment
Company Response:
State: CA
Zip: 96002
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I received a letter regarding Changes to Your Mortgage Interest Rate from XXXX XXXX XXXX XXXX on XX/XX/2023. The letter stated " Under your loan agreement, your index rate is the XXXX XXXX Cost of Savings. '' I received a Notice of Assignment, Sale or Transfer of Servicing letter from XXXX XXXX XXXX XXXX on XX/XX/2023. It stated " the transfer does not affect any term or condition of the mortgage instruments. '' The new servicer is XXXX XXXX. I received a welcome letter from the new servicer XXXX XXXX on XX/XX/2023. It stated " The terms of your loan are staying exactly the same. '' I received a letter from the new servicer ( XXXX XXXX ) regarding Changes to Your Interest Rate on XX/XX/2023. It Stated " Under your loan agreement, your index is the ONE MONTH XXXX XXXX XXXX. This is incorrect, the index is the XXXX XXXX XXXX. The result of changing my index was the interest rate changed from 7.110 % to 8.874 % and my payment changed from {$3100.00} to {$4000.00}. I called XXXX XXXX at on XX/XX/2023. The representative said something like " we are using the industry standard as the index ''. I talked about all of the letters I mentioned earlier in this statement and she did not seem to understand. She said she would pass the information to someone and they would respond within 24-48 hours. They have not responded.
Company Response:
State: CA
Zip: 90064
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I began my " journey '' with Mr. Cooper on XX/XX/2023. My mortgage payment was reject multiple times, so I called them to figure out what was going on. At one point ( I believe it was a Thursday ) Mr. Cooper had three mortgage payments from me ( approximately {$7500.00} ). After multiple hours on the phone with them and my bank, two of them were returned. Before the hack of their system, my account stated that my XXXX mortgage payment had been made and that there was approximately {$2400.00} listed as " Unapplied Funds. '' Again, I messaged Mr. Cooper and also tried phone calls. On the last call from them I was told that the money would be refunded to me, as my bank, XXXX, confirmed the transfer went through. They even had me send a voided check to prove my bank information via email. Today their system is back up. Now it is indicating that I did not pay my XXXX mortgage. However, once again they returned that amount to me. In addition, there are still current funds in " Unapplied Funds. '' I want that to be applied to my mortgage, but the message and phone system are still down. I am extremely concerned about late fees from the payment they returned, interest, and making an upcoming payment. Thanks for your help.
Company Response:
State: MA
Zip: 01824
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My loan is set up for automatic payments from my checking account. On XX/XX/XXXX, when my payment was due, Mr. Cooper shut down their systems due to a cyber attack. They have been uncommunicative other than non-answer information on their website. Their messaging system to ask questions or file complaints is no longer accepting any messages. I originally asked them if I was paying interest on a higher balance than would have been the case if my payment had been processed on time. They have not answered. Since this was not my fault, I feel that Mr. Cooper should date my payment made to XX/XX/XXXX and charge me interest on the balance that would have been accurate on that date had they processed my payment as they should have. They are now showing that my payment is scheduled for XX/XX/2023 and that no payment was made for XX/XX/2023.
Company Response:
State: AR
Zip: 72019
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: Our principal balance on this loan was down to just {$340.00}, so I sent our regular payment of {$650.00} on XX/XX/2023. They SENT BACK our payment in two separate checks by the end of XXXX! We have been disputing their claim of {$1900.00} in fees owed since XXXX of this year, and so far, they've only sent proof of 14 total late fees, which amounted to {$290.00}. Therefore, the {$650.00} we sent on XX/XX/XXXX should have paid off the loan completely! Instead, they sent back our money and kept saying we were late on our statements- and would not accept our monthly payments in XXXX, XXXX, or XXXX! Now, they have DESTROYED our credit by reporting us 30, 60, and 90 days late ; and if that wasn't diabolical and evil enough, they're also threatening to FORECLOSE on a house that we've paid faithfully on for 20 YEARS, and only owe {$340.00} on in principle!! It's unfathomable and downright dirty. They haven't produced PROOF that we owe {$1700.00} in fees ( because we don't ) or {$200.00} for a home inspection, and therefore, those fees should be waived. We have requested that proof IN WRITING for ELEVEN MONTHS, and requested those unsubstantiated fees be waived for ELEVEN MONTHS after they could NOT provide proof that we owe them. We TRIED AGAIN to make our payment in XXXX, XXXX, and XXXX, both online and over the phone, but they wouldn't accept our payment. I called MULTIPLE TIMES to try to get this resolved, but their " customer service '' people were always extremely RUDE and CONDESCENDING, and gave me NO OPTIONS, except to pay {$2700.00}, when we only owe {$650.00}! In the meantime, they keep adding late fees and interest, and now the unscrupulous company says we owe {$2800.00}, plus interest until the day we pay it off. Even if we did agree with the astronomical late fees, which we DON'T, we should have been able to pay our REGULAR MONTHLY PAYMENT of {$650.00} until it was paid off. At this time, making a payment FOUR TIMES our regular payment is not feasible, due to many circumstances. However, they told us we had NO OTHER OPTIONS, while STILL NOT PROVIDING PROOF that we owe the extra {$1900.00} in fees! We're not only devastated that they're trying to steal our house after we've paid tens of thousands in interest over the past 20 years, but we're also furious that the reckless and corrupt company has RUINED OUR CREDIT, after we've worked hard for so many years to make it great! If they would have provided proof that we owed the fees ( after MANY requests ) and just accepted our XXXX XXXX monthly payment as usual, it would be paid off right now!! Instead, they DESTROYED OUR GOOD CREDIT, would NOT accept our payments, and continue to charge us interest and fees!! It's absolutely unacceptable, unscrupulous, and un-American! PLEASE HELP!
Company Response:
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A