Date Received: 2023-11-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am submitting this complaint to you in order for you to verify certain confusion and inconsistency of a certain account number on my credit report that violates my rights as a consumer. I am the person making this complaint & I give CFPB authority to investigate this claim. And I do not consent to an electronic communications. I request all responses be in writing through the USPS. I dispute XXXX XXXX XXXX This account was closed on XX/XX/2020 however it's showing delinquent activity after the closed date. Your procedures have allowed this since XX/XX/2020 and this has been highly damaging to me. I want this account updated. How did it happen that this account only shows late 30 days but no exact dates of delinquency? How did it happen that this account continued to provide delinquent activities after it was closed?
Company Response:
State: NY
Zip: 10977
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: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Me. Cooper is reporting XXXX late payments on credit report. The time period of late payment was XX/XX/2020 to XX/XX/2020. Mr. Cooper approved a forbearance period during the pandemic as directed by the Cares Act. The company doesnt not provide the documentation where the forbearance was approved by their company.
Company Response:
State: TX
Zip: 76227
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: * Not possible to pay mortgage due to cyber attack * No backup options * Incorrect credit reports * Company does not have processes and infrastructure that are cyber hardened
Company Response:
State: VA
Zip: 20171
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: Payment process
Consumer Complaint: Mr. Cooper holds my mortgage. They were subject to a cyber attack and I have not had any communication from them about the status of my mortgage nor the safety of my personal data and information. I need the CFPB to put pressure on Mr. Cooper to explain the security of my data and the status of my mortgage and when I can expect them to withdraw my next payment.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-11-06
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: Escrow, taxes, or insurance
Consumer Complaint: My mortgage was transferred to Mr. Cooper from XXXX XXXX in XX/XX/XXXX. Since that time they have not paid my taxes due to the XXXX of XXXX. I received my first late notice from the city in early XX/XX/XXXX, and immediately called Mr. Cooper. I submitted all of the information as directed via email to their escrow/tax subcontractor twice. They still have not paid my taxes ( I called the city this morning, XX/XX/XXXXXXXX and confirmed I am now two tax payments behind ). Mr. Cooper is continuing to charge me escrow. I have contacted Mr. Cooper on six separate occasions and they have not resolved the issue. Part of the issue may be because my condo has a new tax ID as of XX/XX/XXXX. However, all the documentation I provided to Mr. Cooper includes the correct tax ID and I have directly told them to check the tax ID in my communications. As of XX/XX/XXXX ( my third attempt contacting Mr. Cooper ) it is impossible to get through the phone tree to speak to a live person so I have had to use the " chat agent '' feature. On XX/XX/XXXX my case was escalated to a supervisor and I was given an email address for her. I immediately emailed her and provided all the documentation I had plus my written notes on the issue and my attempts to correct it. She responded to my initial email but has not responded since. Finally, in the course of all this I noticed that the amount I am charged for escrow is nearly {$100.00} more per month than is needed to pay my taxes. I have raised this issue but have not received a response from Mr. Cooper.
Company Response:
State: MA
Zip: 02131
Submitted Via: Web
Date Sent: 2023-11-06
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/31, Mr. Cooper experienced a cyber attack and shut down access to their systems. It is now XX/XX/XXXX, and Mr. Cooper has not updated their website with information regarding the steps they are taking to return to normal operating procedures. They have not provided the scope of the attack, nor any confirmation if data was accessed by the hackers. I can not call, I can not chat online, and the only way I can communicate with the company, seemingly, is by mail. This is an urgent situation that I do not feel the company is addressing in an urgent manner. They are functionally radio-silent on how they are protecting their consumers ' data. I have a right to demand proper treatment of the data they have for me and manage on their systems. Mr. Cooper has the most intimate details of my financial well-being, including Personally Identifiable Information like my address, social security number, and family details. It is utterly unacceptable that a company of this size can treat this information with impunity in response to the second cyber attack in 18 months this company has failed to prevent. It is negligent and morally reprehensible that I can not communicate with this company in a concerted effort to protect my information 's integrity. Furthermore, or perhaps even more egregiously, they have processed my mortgage payment while their systems are inaccessible, without confirmation or assurance that their systems are secure. This is grossly negligent and a cavalier way to treat their client 's rights as consumers.
Company Response:
State: TN
Zip: 383XX
Submitted Via: Web
Date Sent: 2023-11-06
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My HELOC loan From XXXX XXXX XXXX XXXX was transferred to a new company XXXX XXXX ( wholly owned by a company named Mr Cooper ). During that process the new company did not adequately communicate with me regarding the loan and seemed not to understand that a HELOC provides a line of credit to the borrower and was confused when I requested checks. As I am planning on making renovations to my house I decided to open a HELOC with a new provide and payoff the loan with XXXX. As you may know XXXXMr Cooper was hacked on XX/XX/XXXX and took down their systems. I have been unable to contact then to get a payoff or even check on my loan. They have not only disabled their entire online interface, but have also closed their call center, and their automated phone systems has stopped working. The company has provided no information whatsoever regarding the nature of the attack and has provided no guidance or information as to when systems will be restored. This is simply unacceptable.
Company Response:
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2023-11-06
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XX/XX/2023 : Provided company with document from the XXXX XXXX XXXXXXXXXXXX XXXX affirming my status as a XXXX veteran and stating that as such I am not obliged to pay property taxes. Requested company to provide refund of property taxes paid. Subsequently made several attempts during the second half of XXXX and also during first week of XXXX to speak with a company representative in order to obtain information about the status of the refund of property taxes. I have not been able to speak with anyone. Similarly, because the company 's website is not functioning properly, I can not access my account information online.
Company Response:
State: VA
Zip: 22032
Submitted Via: Web
Date Sent: 2023-11-06
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: Escrow, taxes, or insurance
Consumer Complaint: In XXXX of this year, my XXXX XXXX mortgage was transferred to Mr. Cooper. Mr. Cooper assured me everything would be transferred appropriately and nothing would change. On XX/XX/2023, I received a bill from my state treasurer saying I owed property taxes I previously had them paid in escrow with XXXX XXXX. Mr. Cooper did not appropriately transfer my mortgage effectively screwing me with a massive bill right before the holidays. In addition, they are completely shut down due to cyber attack and are not available to work with during this. So far, Mr. Cooper has displayed nothing but incompetence with my identify and my money and I want to file a complaint that I was absolutely not in control of any of this and now I am being punished.0
Company Response:
State: NM
Zip: 87114
Submitted Via: Web
Date Sent: 2023-11-06
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: Payment process
Consumer Complaint: MrCooper has had a cybersecurity breach and I am unable to make my monthly payment. I am worried that my personal information has been compromised and I am continuing to accrue undue interest on my mortgage as my payment can not be accepted. I fear that the company with not pay my insurance and property taxes on time and I will be left with the cost to correct. They have not updated their response since XX/XX/23 " On XX/XX/XXXX, Mr. Cooper became the target of a cyber security incident and took immediate steps to lock down our systems in order to keep your data safe. Our systems remain locked down, and we are working on a resolution as quickly as possible. Rest assured, you will not incur any fees, penalties or negative credit reporting related to late payments as we work to fix this issue. For updated information, we encourage you to continue to visit this webpage and the FAQs section below. We value you as our customer and are truly sorry for any inconvenience or concern this incident may have caused. ''
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A