Date Received: 2023-11-05
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: XXXX XXXX bought the previous loan company I paid a house payment XX/XX/XXXX they said they didnt get so I sent them my bank statement where it came out the put a ticket on it and said it would take a month before I would know anything which is making by me delinquent I paid XXXX payment the XXXX and they got cyberattacked that day I got a statement that doesnt credit XXXX payment and they are double charging me for my 2nd mortgage payment I need your help Thanks
Company Response:
State: OK
Zip: 74105
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Mr Cooper loam servicer has their entire website and phone line locked down on what they claim is a cyber incident and it is now 3 days past my mortgage payment due date and I am unable to make a payment of any kind, request an update or receive any type of information. I have no proof they will honor my payment as being on time and all I want proof I will not be penalized or lose my home as I am wanting to be on time with all payments. There is no possible way to speak to anyone for any confirmation
Company Response:
State: GA
Zip: 30189
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: In XX/XX/2023 we requested and were granted a forbearance. In XXXX of XXXX we were advised that we had been granted a HUD subsidy to cover the back payments and late fees. That amount was {$14000.00} in a subordinate note. We mailed the documents, notarized, signed and witnessed by overnight XXXX in the envelope provided by the company. We did not hear back from them, and called a few days later. The representative advised that we had not included in the documentation our " document correction agreement '' and needed to re-send the entire packet back, have it re-notarized and re-witnessed. We did such on XX/XX/2023. We did not receive any confirmation of the new terms so called them in early XXXX to check the situation. We were at that time advised that the SECOND packet ( each one being over 22 pages in length ), was also insufficient, as one of the notarized pages did not contain the year on the date portion. We were further advised that at this time, our fees had gone up to over {$19000.00}. Each time we sent in our signed packets for modification, I kept copies ( both of the " borrowers copy '' version they provided, as well as a photocopy of the documents we sent them ). I have reviewed these in detail, and have realized that the first packet DID contain the Document Correction Agreement, and the SECOND packet did contain the year on the date portion by our Notary Public. We just received a new bill from them, stating that the amount we now owe is {$23000.00} or close therein. We have been trying to contact them, however, their phones and website are saying that there has been a " cyber attack '', and we can not reach them by phone, login online, or reach a representative via their chat service. It's very disturbing that they keep saying that they haven't received single portions of our modification agreement, and require us to resubmit the entire packet, and that the amount owed continues to go up, even though our records reflect that we DID submit the full packet, correctly notarized, signed, dated, and witnessed. I feel that we should be in the position of owing the original {$14000.00} which we were not disputing.
Company Response:
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: This is a complaint of the timeline provided to close our assumable VA loan. Our home has had multiple purchase offers but under the condition that the loan is assumable. Mr.Cooper estimated 4-6 months to close on a third party assuming our loan. These timelines are absolutely ridiculous. All of our home 's purchase offers with the stipulation of an assumable loan have backed out. This is a direct result of the outlandish time needed when the average home closes within 30 days. Our Realtor has recorded of who she spoke with at Mr.Cooper, XXXX XXXX XXXX on XX/XX/XXXX between XXXX XXXX
Company Response:
State: AL
Zip: 35226
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My conventional home loan with the previous loan company XXXX XXXX transferred to Mr Cooper at the end of XXXX. By then, I had already paid my monthly amount of {$1700.00} for the XX/XX/XXXX deadline to XXXX XXXX ( and an additional {$250.00} principal payment ). See screenshots with the previous loan company attached. However, Mr Cooper took over the loan XX/XX/XXXX and still has not reconciled for the missing {$1900.00}. I have paid for XXXX mortgage twice now, as well as XXXX 's payment, as I wait for the amount from XXXX XXXX to reflect with my mortgage with Mr Cooper. I have attached my three emails to Mr Cooper 's ResearchIncoming Email account, which their chat associate directed me to use. Mr Cooper said the amount of approx. XXXX XXXXXXXX would be reconciled by XXXX and I have heard nothing back from them. They have currently disabled their Chat feature on the website and I sent them a XXXX XXXX asking for help, to which they gave no answer.
Company Response:
State: GA
Zip: 30117
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Problem with customer service
Subissue:
Consumer Complaint: For the last 3 years I have been trying to work with Rushmore. My husband and I had signed paperwork that stated if anything ever happen to him the house would be paid off. The amount still owed on the house is unrealistic. They never provide any information. I was back on my mortgage and applied for assistance was granted assistance from the state and the money wasn't applied to the mortgage as it was suppose to be. The took out for insurance and taxes which I was paying my own insurance and I am exempt from paying taxes because my husband served the military.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: There was a hail storm that damaged my roof in XXXX of XXXX. XXXX XXXX sent me a partial check to get my roofing company to start putting on a new roof. I had to send the check to be signed by my Mortgage Company. I got it back within a week. Then I gave it to the XXXX XXXX. When the roof was completed, I sent XXXX XXXX the final bill from the roofing company and XXXX XXXX mailed me a check, I mailed the check to my Mortgage Company at the same address I did the first check. I got the check back in the mail unsigned because they changed servicers. When I called the new servicer, Rushmore Servicing XXXX they told me it might take 2 months because they didn't have all the loans installed into their system yet. I told them I could not wait because the Roofing Company needed to be paid. They said they would have someone call me. Nobody has called me. It has been 49 days as of today the roof was finished and I can not get the new servicer to answer their phone or talk to anyone again. I can not even make a Mortgage Payment to them for this month as their website isn't working. Phone numbers I call say they have a problem and can not be reached. My roofing company understands but they can not wait and said they will put a lien against my house. This is totally not my fault. I work as a nurse, long hours and can not talk at work. I get home at XXXX and that only gives me an hour and a half to work on this issue. In today 's age, this should not be happening. If you take on new loans you best be prepared to download them immediately. I should not have to deal with this stress in my life because of incompetence of the Mortgage Industry.
Company Response:
State: FL
Zip: 32904
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The mortgage company Mr Cooper is saying our loan is in default and in pre-foreclosure. We have been trying to resolve problems with our property taxes and escrow analysis since our loan was transferred to Mr Cooper from XXXX in XX/XX/XXXX. For the first year Mr Cooper held our mortgage, they did not pay our property tax bills. In XX/XX/XXXX, they paid the past due taxes of {$2600.00}, and conducted an escrow analysis using {$3700.00} as our annual tax bill. Our actual property tax for XXXX is {$1600.00}. Our monthly payment ballooned from {$1700.00} to {$2200.00}. We contacted them immediately and informed them we would be paying principal and interest amounts only until the escrow calculation was corrected. Because of how they apply payments, they consider our mortgage past due {$3100.00} since XX/XX/XXXX. Every phone number we have found for them goes to their general customer service reps who have no power to do anything, they take notes and say someone will get back to us. Someone named XXXX XXXX XXXX is supposedly our " mortgage specialist '' but we have no way to contact them. The only calls we receive are about collecting money they think we owe them, so then we need to explain the issue all over again with no resolution. Instead, we have received 4 letters about foreclosure.
Company Response:
State: MA
Zip: 02131
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I requested a pandemic forbearance which ended on XX/XX/XXXX. Before ending, I started contacting XXXX XXXX to find out what my options were after the period was over. I was told every time that, they could not say anything until early XXXX. during the forbearance period, XXXX XXXX, did not cancel the foreclosure sale date, however, it extended every month, and it was scheduled for XX/XX/XXXX. when I called XXXX XXXX on or about XX/XX/XXXX, I was told that I should apply for loan modification. when I went online to file my application, there was a note stating that, XXXX XXXX had everything it needed to make a decision. A few days later, on XX/XX/XXXX, they denied my modification or my request to resume the regular payments. They told me that the only option was to pay the entire past due amount of {$480000.00} or the house would sell in auction. I was monitoring the trustee sale scheduled for XX/XX/XXXX every day, one day when I checked, there was no sale date, I called the trustee 's office and was told that the sale was canceled. A few days later, on XX/XX/XXXX, someone from XXXX XXXX called me and stated that I had over {>= $1,000,000} equity in the house, and I should just go online and apply again for loss mitigation, I did. I just received another denial stating that my request was denied. I called XXXX XXXX and was told that it was either pay the whole amount or sale in auction which could be scheduled soon, she said that there was a hold but that hold could be lifted any time.
Company Response:
State: CA
Zip: 91206
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: In XXXX of XXXX, I applied for a PMI removal with Home Point Financial Corp. I was asked to pay a {$450.00} fee that was to be used for the home appraisal process. After the payment, I was given several more steps to do, which I responded to quickly, then the company suddenly stopped responding. I tried calling and asking about the status of my application, but was told they didn't know of any such application ( during most customer service calls ). In some calls I was told they had an application but it wasn't funded. After several months, I gave up on the PMI removal process and asked to at least be refunded the unused {$450.00} that I had paid for an appraisal to be done, since an appraisal had never been ordered. Given that the company denied knowing of such funds, they refused and simply said there's nothing they can do. I have deposit proof from my bank XXXX XXXX showing acceptance and check deposit by Home Point. I have since reached out again and they said they see the funds and will work on investigating. It has since been over 6 weeks with no progress, only updates that the request is in progress. I am concerned that I will once again be ignored, and believe 6 weeks is more than a generous amount of time to rectify the situation.
Company Response:
State: FL
Zip: 33558
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A