Date Received: 2023-10-31
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/ we deposited a check from our insurance company for a recent claim we made on our roof for the amount of {$10000.00}. The check was issued to my husband, me, and our mortgage company Mr.Cooper. We deposited the check not knowing that the mortgage company needed to endorse the check. The bank took the check, did not tell us that the check was not properly endorsed, and a hold was placed on the check for 24 hours. The following day, my husband received an email that the hold on the check was released and the funds were deposited in our account. Upon review, the funds were in the account but a hold was on the entire account for the amount of the check XXXX XXXX ). My husband then went to the bank and was informed that the hold was there because the check wasn't endorsed correctly. We were told to send a Check Endorsement Release form to the mortgage company. After faxing that over to them, we have not had any progress. It is almost 2 months into the matter and the bank and mortgage company are going back and forth and we have no answer. Mr.Cooper needs to send us the Check Endorsement Release form and all will be well. But they refuse to transfer us past a supervisor. Again, its been 2 months.
Company Response:
State: MI
Zip: 48093
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: Since my mortgage I've held for over 10 years was sold to Mr. Cooper they continually harass me via phone-call to refinance my loan, they've been told repeatedly I'm not interested, and have now resorted to spamming my email, using the email I utilize to access my mortgage account to do so. I have a low interest loan from XX/XX/2013 and their hard sells are an attempt to put me in a financial situation in which I'm paying drastically higher fees. I contend that they are likely going on fishing expeditions in order to prey on people that find themselves in financial difficulty.
Company Response:
State: NC
Zip: 28326
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX I received an escrow analysis for my city property tax. The numbers do not match what the city is providing me. I called Mr.cooper and they had told me they do not have my homestead exemption on file and they would need proof. On XX/XX/XXXX I sent them the information for my XXXX property tax from the city. I called them back on XX/XX/XXXX to confirm they had received my emails with the information. I was informed that they are going with their numbers and not what the city is stating. I requested they send me something in writing explaining this, and they refused.
Company Response:
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: First of all XXXX is the only person at Mr. Cooper that tries to help. Everyone else through the years is so incompetent and useless. So I am 90 days late. I tried to send a mortgage payment through XXXX XXXX. It worked fine last month. This month it keeps saying error. I brought it to XXXX, they tried sending the payment XXXX XXXX that was an error. They sent it bill pay which I told them it would get rejected XXXX didnt listen and of course it got sent back. Had to get a money order from them. I tried then sending it through XXXX l it doesnt go through XXXX because it says invalid biller number. Well I am not the biller Mr. Cooper is. I am the payee, now Mr. Cooper has a code XXXX. Thats not the biller number. XXXX says call Mr. Cooper. I call Mr. Cooper they dont know what I am talking about and was told nobody really pays there mortgage through XXXX XXXX Well why do you offer it then. Now I sent a money order to Mr. Cooper but I dont even trust them now to cash it l they are such a mess and they will respond here of course blaming me but I have the receipts. So I am tired of them, You cant even pay a mortgage payment and eventually I will have to get my lawyer XXXX XXXX involved. They need to be reprimanded, they want you to call them and when you do they dont have a answer and they never say hey XXXX XXXX let me find out the answer for you l what kind of company doesnt try to get a answer to get you l this isnt rocket science l it embarrassing and a complete joke
Company Response:
State: FL
Zip: 34711
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I've made four calls to their customer service department of this Mortgage company to explain their estimate of a shortage spread of the escrow for taxes and house insurance of XXXX for this past year and a escrow increase of XXXX per month to cover this shortage. ( On the back page of their legal sized letter was a projected shortage of XXXX for XXXX. ) Numbers based on last years fees {$1600.00} for property taxes XXXX paid paid on XXXX by the company And {$1300.00} for Home owners insurance paid on XX/XX/XXXX by the company total for last year XXXX The total collected by the escrow amount last year was XXXX per month equaling XXXX that leaves a shortage of XXXX!!!! I called the office of XXXX XXXX XXXX XXXX and was told my will be XXXX for this year with a 4 % discount if paid by XX/XX/XXXX leave a total of {$1700.00} which calculates a {$67.00} increase My home owners insurance went up {$130.00} from the previous XXXX to {$1400.00}.
Company Response:
State: FL
Zip: 33541
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Hi, My mortgage was bought on XX/XX/2023 by, Nationstar Mortgage LLC d/b/a Mr. Cooper XXXX XXXX XXXX XXXX. XXXXXXXX XXXX XXXX XXXX : # XXXX XXXX On XX/XX/2023 I received a notice from XXXX XXXX, my homeowner 's insurance company saying my insurance had not been paid and was going to expire at the midnight after XX/XX/. Upon trying to trying to contact " Mr. Cooper '' on their website and the phone, they provided no way to resolve the issue. The woman on the phone hung up on me after I courteously told them the problem and made no attempt to re-contact me. I also submitted the case on their messaging system, and never received a response. So in order to prevent my policy from lapsing and being uncovered, I paid the full amount : {$3200.00}, and now I have to wait for Mr. Cooper to pay so the the insurance company will reimburse me. I've never seen anything like this in 25 years of making mortgage payments. They boast all over their website about " never having to worry, we pay taxes and insurance way before they're due ''
Company Response:
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Send me a copy of any subpoenas or any summons that was sent to any company in association with this case in addition send me a copy of the subpoena or summons that was filed in or around XXXXXX/XX/2021 send me a copy of any and all correspondence you received from XXXX XXXX or any other attorney in reference to this mortgage This is a cease and desist order stop sending my personal information my responses or any other information to anyone who claims to be my attorney they do not have my authority to do so and I want a copy of what they sent you instructing you to forward my information to them versus me the homeowner
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: My modification should be over. Mr cooper said it was with the VA now. I spoke with the VA days ago and they said they already did their part. I spoke with them directly. Its in mr coopers hands now. They were supposed to have escalated this. They received my modification signed paperwork back about 4 months. Its ridiculous how long Ive been waiting. Also Ive made 3 months of payments already since sending The mod paperwork back. Im looking to get a new loan asap for another place and Im stuck until this is sorted. My time is being wasted with me having to constantly call with no one knowing what is going on or lying saying its with the VA when it clearly is not. This needs to be sorted soon. I dont have time to call and go through the phone menu everyday and no one has given me an extension to call my rep listed in my message responses on your site. Nor has anyone responded from messaging to Mr coopers email addresses
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: 1st call I made to do a loan modification / mortgage assistance application I informed representative that I was on XXXX XXXX XXXXXXXX. I was told by the representative that they would send me paperwork. I called back approximately 2 weeks post the first call since I had not received anything and I was told I should wait 30 days. I waited the full 30 days and asked them to just email it to me and that is when I was told about the online portal/website access. I got online and filled everything out and added more paystubs than asked for in hopes it would not delay the process. Several times they DO NOT contact me but I keep checking online daily to see the status and notice there is more information they are needing. On XXXX they needed a letter explaining all my paystubs and what happened. So I did that. My return to work was to be XXXX however since XXXX XXXX XXXX XXXXXXXX XXXX I am locked out while they are still negotating the contracts. So not only did I send my dr note showing my release to work, the text msg from XXXX locking us out, the hospital EOB 's, the letter explaining all of this and over 60 days of stubs ( both XXXX stubs and regular paystubs from XXXX before incident ) I was just informed today AGAIN that they are needing a letter from me stating that I did not return to work upon being released by the doctor even though all of this was in the first letter with all the accompanying documentation. The rep, XXXX, stated that letter has to be dated after return to work date. SOOOO, I did that again today. To be proactive I went ahead and sent all the documentation of payment from the what they had to current, the new letter, the screen shot showing my strike pay from XXXX, XXXX XXXX stubs through the end of my XXXX claim. It's been back and forth I have been dealing with this for over 90 days and I am no further than I was before. The conflicting information is frustrating. The very first rep I spoke with when I started the process told me I didn't have to continue to make my payments. I have continued to make each payment but if I had trusted their faulty system and representatives, where would I be?!?! Something has to be done. I have called numerous times, I get minimal information. Please help! My lender is Mr. Cooper.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I send my payments twice a month through my bank. The mortgage company, Mr. Cooper, does not apply the money sent to he payments correctly which results in my payment looking late or not at all. I have to call every other month to have funds moved and applied to the correct places. They were supposed to fix the way my funds were applied but it has not been corrected. I then asked to remove my escrow account to eliminate this issue and they said due to my payments being late they can't remove the escrow account. I explained if you look at my payment history you have the payments on time that your company does not apply the funds correctly. I asked to speak to management who is never available and I'm told they will call back and no one ever does. This has been on ongoing issue for over a year now.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A