Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/2023 I went to make a payment with Mr Cooper. Their website, app, and phone all say their system is down and you can not make payments. I called and checked online again today XX/XX/2023 and the system is still down. There is no way to make a payment or get ahold of someone. Interest accrues daily and this seems like a way for them to make extra money on fees and interest. This is illegal not allowong a customer to make a payment on their loan.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2023-11-02
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: Payment process
Consumer Complaint: Payments made monthly on the first as Im supposed to. Their payment site is down with zero information as to when it will be up again. 6 months ago I was charged NON STOP fees of XXXX XXXX and never refunded nor told what they were for and no matter what I sent letters to them asking I never got transparency about those. This is only my second month paying my NORMAL AMOUNT OF MORTGAGE since they took over the account in a year plus and now they have some issue again with the payment system just like last XXXX that caused my payment reversals last time. My credit went to XXXX for months over this last time.
Company Response:
State: PA
Zip: 159XX
Submitted Via: Web
Date Sent: 2023-11-08
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: Payment process
Consumer Complaint: Company Action Taken : Notified Mortgagees of a Cyber Security Incident that apparently occurred XXXX XX/XX/2023. My Current Response I tried logging into the Mr. Cooper mortgage payment portal but was shocked to see a Cyber Security Incident Notice, at the top of the web page. Refer to the attachments to this complaint. While the notification was very much appreciated however - Nationstar Mortgage LLC dba Mr. Cooper and/or their contracted payment services provider ( s ) appears to me to have fundamental and systemic problems with securing Mr. Cooper company information technology infrastructure. This very serious and apparently repetitive problem seems to me to have existed for at least 5 years. In my mind this an unacceptable condition and risk to Mortgage Consumer financial security : 1. My current inability to timely pay my mortgage may negatively impact my credit rating. 2. I have zero ( 0 ) confidence in Mr. Cooper company 's ability or interest in protecting the integrity of mortgage Consumer information and financal transactions.
Company Response:
State: TX
Zip: 77429
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: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: This is the second complaint I am lodging against Mr. Cooper. This company is problematic on many fronts! The first complaint I filed is still with them -- and they probably won't respond or if they finally do, it will be a canned response and nothing will be resolved. I have been disappointed with them from the time they took over my mortgage from XXXX XXXX. They are impossible to reach by phone or email ( only chat is available and the agents are of no help ). Even though I set up an account dutifully, they continued to send me urgent alerts by email and regular mail stating my mortgage payment would not be paid unless I took even more action ( which was nonsense ). This scared me as I have never missed a mortgage payment and I had set up an account and completed all steps that I needed to for ACH payment processing. Then they started bombarding me with predatory lending marketing emails stating I should take out a loan against my home 's equity. I asked numerous times to unsubscribe and continued to get those emails. Today, I learned that they were the victim of a cyber-attack on XXXX and now their entire website is on lockdown -- as a mortgage customer I can not log in or view anything related to my account. This is egregious! This is three strikes -- this company needs to be put out of business and folks like me who work hard and pay our mortgages need to be allowed to bank elsewhere. I did not select this company and do not want to do business with this company. They are unprofessional/incompetent at best and and running some type of scam at worst. I do not trust them. It's one thing after another. I demand to be allowed to bank elsewhere and transfer my mortgage to a reputable institution ASAP! I have filed complaints everywhere I can ( with the FTC, XXXX, and this site ). Mr. Cooper must be held accountable for negligence and the inability to run a business at even a basic level of competence -- I am worried about the impact this will have to my family and home!
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: This was supposed to be resolved through the prior complaint with this organization which i believe was XXXX I had my bank wire the agreed funds to Nationstar. Yesterday, i received a check back from nationstar in the amount i wired and an additional collection letter.
Company Response: Company believes complaint is the result of an isolated error
State: OK
Zip: 73003
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On or around XX/XX/2023, my mother, XXXX XXXX XXXX, had her mortgage transferred from XXXX XXXX XXXX XXXX to XXXX XXXX. As the Power of Attorney for my incapacitated and non-verbal mother, I had previously provided the Power of Attorney documentation to XXXX XXXX XXXX XXXX. However, it appears that this document did not transfer to XXXX XXXX during the mortgage transition. When I contacted XXXX XXXX on XX/XX/2023, to discuss my mother 's loan, I was informed that I was considered an unauthorized caller and was instructed to email them the Power of Attorney document, even though they had received the loan information from XXXX XXXX XXXX XXXX. Subsequently, on XX/XX/2023, when I reached out to XXXX XXXX for assistance with my mother 's loan, I was again informed that I was an unauthorized caller, despite having submitted the Power of Attorney document on XX/XX/2023. Furthermore, on XX/XX/2023, I discovered that a payment made and initially posted on XX/XX/2023, was inexplicably reversed. When I contacted XXXX XXXX on that day to inquire about the payment reversal, I was initially informed that I was only authorized as a 3rd Party caller, and my ability to make account changes was limited, even though the Power of Attorney document was on file. Additionally, the representative was unable to provide a clear explanation for the reversal and suggested I contact the payment financial institution for clarification. After the call, I obtained proof of payment indicating that the payment had indeed cleared on XX/XX/2023. However, when I revisited my online account with XXXX XXXX, I observed that the payment was still marked as reversed. When I called XXXX XXXX on XX/XX/2023, to address this issue, a representative promised to escalate the matter but unexpectedly disconnected the call after approximately 30 minutes on hold. Consequently, I had to make another payment online on XX/XX/2023. Most recently, on XX/XX/2023, my attempt to make an online payment was met with a message stating that the loan did not exist. This recurring pattern of issues has raised concerns that XXXX XXXX may be engaged in deceptive practices.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Cooper Mortgage confirmed in XXXXXXXX of XXXX that our forbearance COVID CARE grace period was extended until XXXX XXXX XX/XX/XXXX my husband and I were notified by our credit reports that we were delinquent and our credit scores went down over XXXX points. I called Cooper that day asked and they said we were no longer covered by the contract and if we wanted it changed to call our government. When I showed the images of our contract and dashboards and that his information was different than what Ive been sent he realized there was a problem and gave me their research team email. After further review, our accounts, our dashboards, our contract and updates through Cooper state we are protected, not delinquent, and our credit scores should not be affected. They sent an email that theyd look into the issuethen I was contacted by their debt collected in XXXX. I got on their chat service desk because their phone service doesnt work. She confirmed we were safe but didnt know why we are being negatively affected. She gave me a managers email which we emailed mid XXXX. We still havent heard from her. I got another delinquent notice XX/XX/XXXX.
Company Response:
State: CA
Zip: 92056
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: This complaint concerns a home equity application to Nationstar/MrCooper during XXXX of 2023. We were taken through the process and submitted more and more documents along the way. During the process, due to changes in our terms and amounts,, or if I had a question, when I could not reach our primary advising representative, I attempted to contact that person 's manager ( as directed ), then that person 's manager, then that person 's manager, and so on. I was not able to reach any of these individuals, nor did they return any of my messages. When calling the last manager on the chain, the phone # was not even an active phone #, and was then directed to contact the standard customer service #. Very frustrating. After going through this process for roughly 6 weeks, we were abruptly told that since we were considered to have a " rural '' property, our loan amount was limited to {$15000.00} less than was previously agreed upon, while being required to pay an additional {$15000.00} just to get the loan. This obviously was not acceptable, and we believe this was done as a way of saying " we don't want to loan you the money. '' They were aware of our " rural '' address from the very beginning of the process, and this was never mentioned as being a concern.
Company Response:
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Have not been able to pay XXXX and now XXXX mortgage payments. Due to website is non functional. Stats its always down for maintenance. When attempting to process payment via telephone ; Prompt system say they are having mechanical issue and system and technical outage at this time and you can not speak to anyone and it disconnects. that numbers is ( XXXX
Company Response:
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2023-11-01
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: Escrow, taxes, or insurance
Consumer Complaint: RightPath, an affiliate/subsidiary of Nationstar Mortgage LLC , services a loan on a house I own. RightPath keeps saying the insurance I have on a property is inadequate, even though I've purchased more insurance and notified them of the purchase. The letters and emails keep coming. My complaint is that there is no way to get in touch with this company. There is no option to speak to a representative. Even the online chat fails to summon a response. I worry that Nationstar is going to make me buy more insurance on this property THROUGH THEM AT AN EXORBITANT RATE. Given the CFPB settlement with them in 2020, this fear doesn't seem unreasonable. Dealing with this company is exasperating. I wish they had never purchased my loan, and I pray that they sell it. How can you run a consumer mortgage company that offers no point of contact?
Company Response:
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A