Date Received: 2023-11-06
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: requested debt vaiidation from XXXX of wthis year, all payments was to stop until i get my information requested, but they still billed me which is a violation of the comsumer law. they have ignored my notarized letters requesting this information
Company Response:
State: SC
Zip: 29611
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: I received an email on XX/XX/2023 from my Loan Servicer Mr. Cooper in a form letter that was also sent to thousands of others stating that on XX/XX/XXXX Mr. Cooper became the target onf a Cyber security incedent. the letter went on to state that Mr Cooper took immediate steps to lock down their systems in order to " keep your data safe ''. The rest of the form letter went on to state that as a parent company they are working as to fix the issue as quickly as possible ; and that I would not in cur any fees, penalities, or negative credit reports. There was a link alsop given and I was encouraged to visit the site. Today however they have released a memo stating that one can make their mortgage payment via phone mail one-time web payment XXXX XXXX or a XXXX Due to my age ( XXXX ) a fixed income and all of this inconvience I am relunctant to do anything other than use the US mail and write a check ... ... .will there be anytype of retrobution to all of us that were affected? What about mine and all others personal information ie credit and bank accounts that may or maynot been compromised? XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94063
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Nationstar Mortgage LLC ( Nationstar ) is a service provider that engaged in unfair, deceptive, or abusive act or practice causing unlawful foreclosure on family property. Nationstar caused substantial harm through the loan it serviced. Nationstar violated multiple federal consumer financial laws such as 12 U.S. Code 5536 ( a ) ( 1 ) ( B ) that states, It shall be unlawful for any covered person or service provider to engage in any unfair, deceptive, or abusive act or practice ;. Nationstars deception damaged my mother the consumer mortgagor who transitioned XX/XX/XXXX and myself one of the rightful Heirs to the XXXX XXXX. Nationstar received and deposited monthly loan payment funds and then deceptively returned the loan payment funds to unlawfully enforce foreclosure by EXECUTORY PROCESS on our family property. Several attempts by the consumer mortgagor and the XXXX XXXX to have the accounting errors corrected, were repeatedly ignored and deceptively evaded by Nationstar Mortgage LLC. During ongoing attempts to communicate and correct or modify the loan payment, Nationstar sends a mortgage contract statement reading Total {$4200.00} due.You must pay this amount to bring your loan current. On XX/XX/XXXX Nationstar received the full amount of funds they requested to bring the loan current through XXXX XXXX Bank check # XXXX in the amount of {$4200.00} and this check was deposited into Nationstars Wells Fargo bank account. XX/XX/XXXX, ( XXXX ) days after contractual acceptance and deposit of the funds through check # XXXX, a letter was written by Nationstar stating We are returning these funds to you per your request or a request made on your behalf. Nationstar was deceptive because the XXXX XXXX DID NOT request loan payments to be returned on a loan they were paying off. Nationstar acted deceptively when they NEVER disclosed or showed proof of the alleged person or entity that requested the funds, or payment to be returned. Nationstar could not return the consumer mortgagors original check from XXXX XXXX because it was deposited into their XXXX XXXX bank account, so they deceptively issued the Unauthorized Return of mortgage payment funds on their Nationstar company check from XXXX XXXX XXXX. XX/XX/XXXX is the new written due date on Nationstars monthly mortgage statement contract saying you must pay a total of {$5500.00} to bring your loan current.. This amount includes the funds of {$4200.00} that were deposited and deceptively returned. In the same month that Nationstar deposited and deceptively returned the payment funds of {$4200.00}, Nationstar received and stamped a cashiers check from the XXXX XXXX on XX/XX/XXXX in the amount of {$5500.00} to bring the loan current as stated in their XX/XX/XXXX mortgage statement contract. On XX/XX/XXXX, Nationstar Mortgage LLC stated in a letter, We are returning these funds as they are insufficient to bring your account current and the cashiers check for loan payment funds of {$5500.00} was returned. So, while the XXXX XXXX was actively trying to correct XXXX escrow accounting errors such as over-payments that were made, but, not being applied to the loan, and approval of loan modification process, Nationstar conspired to foreclose on family property. On XX/XX/XXXX foreclosure by EXECUTORY PROCESS was filed with XXXX XXXX XXXX XXXX XXXX XXXX XXXX, 107 days after Nationstar deceptively returned the deposited monthly loan payment funds to initiate an unlawful foreclosure alleging non payment as the reason. XX/XX/XXXX after unauthorized return of loan payment funds and several failed attempts to talk with someone inside Nationstar to correct the escrow accounting errors and to cease the unlawful enforcement of foreclosure by EXECUTORY PROCESS, the family property was sold without DUE PROCESS at XXXX XXXX XXXX XXXX. XXXX XXXX must be filed in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX within ( XXXX ) days of Nationstar Mortgage LLC XXXX this Consumer Financial Protection Bureau XXXX XXXX XXXX XX/XX/XXXX. * Thank You for your time and concern in this ongoing matter.
Company Response:
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: RightPath Servicing has claimed that the proof of insurance I provided is insufficient due to the lack of walls-in verbiage and I believe this is clearly an error. RightPath Servicing has also claimed that there was an existing XXXX XXXX XXXX policy in place when the loan was transferred from XXXX XXXX XXXX ( Mr. Cooper ) to RightPath Servicing ( also Mr. Cooper ) but they were unable to learn the name of the insurance provider for this Forced Placed Insurance that I am completely unaware of. I am formally requesting all documents RightPath Servicing has relied on to determine and make the claims that : XXXX. My hazard insurance had expired XXXX. The proof of insurance sent by the borrower was insufficient to satisfy the lenders requirement XXXX. That Forced Placed Insurance was in place prior to the transfer from Mr. Cooper to Mr. Cooper but RightPath Servicing was unable to obtain the name of the insurance provider XXXX. That the requirement to provide type of hazard insurance in the first and second notices has been met by simply stating hazard insurance. Where in the XXXX XXXX XXXX XXXX or the CFPB does it state the verbiage ( RightPath Servicing ) used in the first and second notices meet the type of hazard insurance requirement? XXXX. That the verbiage within the boundaries of the units and additions, alterations and installations found in the proof of insurance I provided does not satisfy walls-in and betterments and improvements verbiage claimed to be required by RightPath Servicing XXXX XXXX That RightPath Servicing was permitted to report my mortgage payment status to credit bureaus while notices of error were pending
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Complaint Regarding Cybersecurity Incident and Financial Concerns with Mr. Cooper I would like to file a formal complaint concerning a cybersecurity incident reported by Mr. Cooper on XX/XX/2023. Since the incident, both their website and phone access have been inaccessible, leaving customers like me in a state of distress and uncertainty. My primary concerns are as follows : 1. **Inability to Contact Mr. Cooper : ** As a customer, I have been left with no means to contact Mr. Cooper to address my concerns and inquiries. 2. **Property Tax Payment : ** My property taxes are due on XX/XX/2023, and they are typically paid through my escrow account. I fear that due to the cybersecurity incident, Mr. Cooper may not be able to make the payment on time, which could have serious consequences for my homeownership. 3. **Personal Data Compromise : ** I am worried about the extent of my personal data that may have been compromised in the breach. This includes my social security number, place of residence, and ACH information, which could lead to potential identity theft and financial loss. 4. **Account Access and History : ** With the website and phone access disabled, I am unable to access my account information, such as my payment history and current balance. This has implications for my ability to manage my finances effectively. 5. **Extra Principal Payments : ** I make additional payments towards my loan 's principal every month to expedite its repayment. I want assurance that these extra payments will be correctly applied, given the circumstances. 6. **Fees and Interest : ** While Mr. Cooper has assured that there will be no fees incurred during their efforts to resolve the issue, my concern extends to the potential extra interest accruing on payments and additional payments that may not have been processed during the downtime. 7. **Upcoming Tax Payment : ** My greatest concern is the impending property tax payment due on XX/XX/2023. I have already contributed to my escrow account for this payment and can not afford to make it separately. I kindly request the CFPB 's assistance in addressing these pressing issues and ensuring that Mr. Cooper takes appropriate actions to safeguard its customers ' financial interests and data security. Your intervention in this matter is greatly appreciated, as it has a significant impact on my financial stability and peace of mind. Thank you for your attention and assistance in resolving this matter promptly.
Company Response:
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: We are selling our condo and closing on XX/XX/2023 but can not get a payoff quote for our closing due to Mr Cooper getting hacked several days ago. Ive tried calling and going to their website and get nothing. If we dont get a payoff quote to the attorneys in time, by Tuesday, this sale wont happen and will affect us financially. We need to get this payoff ASAP. Thanks much, XXXX XXXX XXXX XXXX IL
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My house is up for foreclosure sale initiated by Mr. Cooper. The sale should have never been started. I was in the midst of working with Mr. Cooper on getting government aid to save my home. Mr. Cooper, after I complained to CFPB, said they would cancel the sale when I sent in my divorce decree. Turns out they lied to me and CFPB. And now on top of all this Mr. Cooper is not even my lender any longer. They need to call their attorney and cancel the sale. I contacted the attorney and they said that Mr. Cooper needed to call them to cancel the sale date. I e mailed Mr Cooper but of course got no response. I want to be done with Mr. Cooper. Hopefully this is my last complaint against them.
Company Response:
State: OR
Zip: XXXXX
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: Mr. Cooper ( Nationstar Mortgage, LLC ) website and phone systems are down since XX/XX/2023. I along with its 4 million customers are unable to logon to the website to either check our mortgage balance, pay balance, have automated payment initiated. The same is with phone systems. It has been 5 days with no ETS provided by the company. How can a stock market listed company be down with a cyber attack since 4 days. Why were there no safeguards to detect and prevent cyber attacks for a mortgage processor that has XXXX XXXX customer and XXXX XXXX in revenue. What oversight is XXXX playing to protect the customers. How will XXXX ensure such issues are not repeated by companies like Mr. Cooper. Please initiate an inquiry. Information on Mr. Cooper website about the cyber incident - https : //incident.mrcooperinfo.com/
Company Response:
State: NC
Zip: 28027
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: Private mortgage insurance (PMI)
Consumer Complaint: By letter dated XX/XX/2023, Home Point indicated that the date for automatic termination of my PMI had passed but that my PMI had not been removed because I was not current with my payments at the time. By letter dated XX/XX/2023, Home Point mortgage indicated that my PMI had been removed effective immediately. The PMI is {$430.00}. For several days online, my monthly mortgage payment was listed as {$2200.00}. I made a couple of financial decisions ( i.e., purchased a car, rented out my condo for a lower amount ) because I relied on Home Point 's representations regarding my monthly mortgage amount. On its website, Home Point subsequently changed my XX/XX/2023 payment amount owed to {$2700.00}. I reached out to Home Point for an explanation of the change in payments, but they did not respond. Mr. Cooper took over my mortgage account effective XX/XX/2023. Mr. Cooper indicated that Home Point erred when it promised to cancel my PMI. Mr. Cooper is not honoring Home Point 's numerous representations regarding the cancellation of my PMI. My mortgage payment should be {$2200.00}.
Company Response:
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/XXXX, Mr.CooperXXXX was XXXX victim '' to a cyber attack. Considering that most cyber attacks are found AFTER that attack has occured or while complete system malfunction is occuring, I doubt this happened recently. If they did catch it while it was occuring, it's already too late and their systems are completely and totally compromised That being said, the servicing websites to pay my loan are now completely defunct. The company will not change interest rates, or charge late fees on payments, however this will probably take months to completely resolve. I currently can not pay my loan WHILE INTEREST IS STILL ACCRUING.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 237XX
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A