Date Received: 2023-10-26
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Despite multiple written requests, the unverified account/s listed below continue to report on my file. The late payments are inaccurate, the payments were made on time. Please update the late payment markings to show the correct payment history. Update the account/s below : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CT
Zip: 06042
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX, NY XXXX I paid off my loan a couple months ago. I believe I have been making payments prior to the due date. I asked Mr. Cooper ( Nationstar ) by email to account for all of my early payments and credit the interest I have saved by making my payments early. Note : My loan 's interest is calculated by using the Daily Simple Interest method. They have not acknowledged ( within 5 business days ) or responded to my email that I sent on XX/XX/2023. Note : Nationstar provided me with the email address ( XXXX ). XXXX is the servicer and Mr. Cooper ( Nationstar ) is the subservicer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60106
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: During XXXX on 2023, Mr. Cooper purchased my mortgage from XXXX XXXX. I was in the process of removing PMI with XXXX, and continued the process with Mr. Cooper. The XXXX came to my house, did an interior/exterior appraisal, and then asked what amount I needed to remove PMI. I told the XXXX a number and they smiled and said " oh that won't be an issue ''. On XX/XX/XXXX, I received a form letter with the notice of appraisal and denial of my request to remove PMI. The appraisal was artificially low, did not include a number of upgrades that had been completed, and including comparisons that did not match the neighborhood and traits of the home in question. After speaking with Mr. Cooper on XX/XX/XXXX, I was told to appeal to XXXX. On XX/XX/XXXX, I sent my appeal to XXXX. I had no response for XXXX weeks. On XX/XX/XXXX, I called Mr. Cooper. They advised that no movement had occurred on my appeal, and to wait. On XX/XX/XXXX, I called Mr. Cooper. They advised that there was again no movement on my appeal, and to wait. Through social media, I received contact from Mr. Cooper. They advised my appeal would be reviewed. On XX/XX/XXXX, I received the same form denial letter I had received more than 2 months prior. I called Mr. Cooper ( whose phone tree is impossible to get a person on ) and was advised that they did not consider the mistakes or errors on the appraisal I submitted. They told me I could again appeal, that it would not likely change any outcome. Mr. Cooper intentionally designs their phone tree to discourage individuals from reaching a human. In more than 2 months of waiting, there was no movement on my case. It was only through my repeated efforts that I received any communication from Mr. Cooper. I do not know why they did not consider any information I provided, I do not know why they did not communicate with me about my appeal, I do now know how they arrived at the decision they did, and now they have charged me {$450.00} for an appraisal that is deficient, and have not communicated at all. I would never engage with Mr. Cooper if I had the chance again, and everything about them feels predatory.
Company Response:
State: PA
Zip: 17011
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, so I have made my mortgage payment on XX/XX/XXXX I sent them a check through USPS and I sent them proof that I sent the check. I sent them a copy of the check and the USPS dated stamp confirming that they have received the mail on XX/XX/XXXX. Somehow Mr Cooper claims that they have received my check until XXXX, which either it got lost in the mail or someone misplaced my check in the company and forgot to deposit it.. because I mailed this out XX/XX/XXXX with proof, When I saw in XXXX that it did not post in my account I immediately made two online payments for XXXX to be on the safe side... Seeing that they don't receive my checks.. I sent them in proof with everything and they have not done anything all they say is that I made payment on XXXX even though they have received my checks and confirmed they have received it and they have confirmed they have seen the dates and the USPS confirmation for XX/XX/XXXX but they still have failed to remove that from my credit report and update the credit bureau companies that I'm up to date with payments and I was never late.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I was in a forbearance due to XXXX ( from my job & my dad XXXX with it ). Before the forbearance ended, I was terminated, and my job denied my unemployment. I was finally able to go to a temp company, but I filed XXXX XXXX for my debts. I applied for a modification on my mortgage, but couldnt afford the payments they offered. Plus, they were increasing my interest rate and starting the loan over to a new 30 yr mortgage! I called and asked why was this like a balloon payment or predatory lending because I have been in my home since XXXX. XXXX?? I never got a clear or valid answer. I applied for mortgage assistance through Mortgage Assistance of Alabama and they said they could only pay a maximum of {$50000.00}. When we reviewed my papers, Mr Cooper had charged me so many unknown and/or unapproved fees ( which included THEIR attorney fees, and several property inspections, etc. that I did not request or have ANY knowledge of )! How I am responsible for paying my bankruptcy attorney, the bankruptcy trustee, PLUS XXXX XXXX attorney? Especially, when my primary reason for filing bankruptcy was because Mr Cooper forced me to file, due to the bogus modification with a new 30 yr mortgage they tried to offer me??! I was terminated again in XXXX. I have applied for unemployment again, but it is still pending. I immediately called Mr Cooper to tell them. They offered NO HELP. I contacted FHA and was emailed several options, and advised to contact my mortgage company again for assistance! XX/XX/XXXX I was contacted to see if my income/situation had changed. I told the lady I keep getting new letters with a new contact person and if call or send an email, the person is no longer employed or in that dept. They said Since I do not have any income, there is nothing they can offer me. The next day they sent my loan to begin the foreclosure proceedings. The amount on their attorney XXXX XXXX XXXX papers state {$220000.00}? My statement shows {$170000.00}? I have contacted Legal Aid for help. I do not have any income & no where for me & my family to go. I do not expect to be in this situation within the next XXXX months, but I need help & time to get my finances together.
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
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 mortgage company fraud me by tricking me to sign a loan modification agreement and to agree for them to put a {$110000.00} lien on my house on XX/XX/XXXX. I had bought my home BRAND NEW in XX/XX/XXXX. During Covid lockdown and everything, I did not lose my income or job. Mr. Cooper VIOLATED Federal Law to provide me a sign language interpreter when I asked them repeatedly. They hired a notary person but they refused to hire a sign language interpreter and I am XXXX. They violated ADA rights and law. If I had communication access with interpreter, I would have NEVER signed the papers and they would have not be able to fraud me. They coerced me to signing the paper by saying, " It is just to re-start your mortgage as they bought my mortgage loan and will only take 10 minutes ''. They also threatened me that if I don't sign, I will lose my home. I have an attorney to try to settle this outside of courts and they are refusing to speak to me and they are refusing to talk to my attorney. They do not want to acknowledge that they broke the federal law and to try to resolve the issues with me. Mr. Cooper address is XXXX XXXX XXXX, XXXX, TX XXXX. point of contact person who refused to talk is XXXX XXXX, Customer Relations Specialist. phone number XXXX. I tried to get ahold of supervisors but there excuses were that they are not available. Again, Mr. Cooper VIOLATED My ADA rights to have a sign language interpreter when they hired a notary person to come to my home on XX/XX/XXXX to sign " some papers '' which again was a modification agreement papers and partial lien of deed which they have a lien on my house for {$110000.00}. I Never AGREED TO THAT! and I was not given communication accessibility at all. So Mr. Cooper is a FRAUD mortgage company and frauded me!!
Company Response:
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: After generating bills 16 days after the due date from XX/XX/XXXX to XX/XX/XXXXXXXX XXXX Nationstar claimed I was late for 16 months. The company originally charged me for XXXX deferred late fees on the date of onboarding the loan, then charged me for XXXX deferred late fees which they kept unearned lender and late fees, and after keeping unearned fees for foreclosure services that were never performed by any party at all, still being held in suspense simply because the process was put on hold as per XXXX XXXX to the XXXX XXXX XXXX XXXX XXXXXXXX on XX/XX/XXXXXXXX I sold my home without any foreclosure process occurring except a petition filing on XX/XX/XXXX. Without my knowledge, Nationstar allocated {$11000.00} toward XXXX late fee payments attached in the transaction history in lines XXXX. Lines XXXX claim I paid {$10000.00} for XXXX late fees. This was impossible, and did not occur over the 85 months the loan was active and serviced by XXXX, XXXX XXXX XXXX, and Nationstar. Nationstar refuses to correct clear errors in inaccurate payment allocation that negatively affect my payment history during the full life of the loan and that was concealed as inaccurate for the last 8 years with manipulated detail reports. During the 16 months this company serviced loan XXXX in XXXX Nationstar tried to scare me with a foreclosure petition while I sold my home voluntarily tanking my home 's fair cash value by {$18000.00}. In XXXX, this company paid me {$5000.00} to resolve all of my claims, without disclosure they owed me a refund of {$6000.00}. They tried to have me sign a compromise and settlement agreement I had outright rejected and refused to sign. The counsel from XXXX XXXX XXXX XXXX XXXX revised the agreement to entirely remove compromise and, compromise of, in compromise and compromise, to which he emailed had my husband and I sign, and then he forged our revised agreement 's signature onto the rejected agreement, and is now trying to profit off of this forgery by seeking attorney 's fees in court for attempting to enforce an XXXX forged agreement against me. The same attorney will be charged with claiming to respond to this complaint, and he will only threateningly try to force me to withdraw my court-requested relief in obtaining a corrected transaction history that is so outrageously inaccurate it stuns the senses.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Improper use of my reports by XXXX XXXX XXXX. In accordance with the Fair Credit Reporting Act. This creditor has violated my rights under 15 U.S.C 1681 section 602 states I have the right to privacy. 15 U.S.C 1681 section 604a section 2 also states the Consumer reporting agencies can not furnish an account without my written instruction. Under 15 U.S.C 1666b, a creditor can not report a payment as late for any reason. I have late payments showing for XX/XX/XXXXXXXX XXXX XXXX XXXX I explained these payments were late because of not working because of COVID-19
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 28311
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: On or about XX/XX/2023, I contacted Mr Cooper mortgage about having my FHA mortgage assumed. They advised that a loan assumption would take approximately 60 days to complete. On XX/XX/2023, a buyer made an offer on my house contingent upon them being able to assume my FHA loan with Mr Cooper. I immediately contacted Mr Cooper and requested to start the assumption process. They refused to email the assumption application documents until after they had been mailed. Once mailed several days after requested, I had to call and request the documents emailed on XX/XX/2023. Once emailed, the assumer and I completed the requested documents within 24 hours of receipt and emailed them back on XX/XX/2023. Mr Cooper failed to have contact with me and I did not receive updates unless I called customer service. I called on XX/XX/2023 and was notified that another form needed to be completed. I promptly completed the form and emailed it back to them the same day. Mr Cooper again failed to have contact with me. I called several times the following week. I was advised that all documents were completed and received as of XX/XX/2023. I asked to speak to a loan officer and they refused to let me speak with one. Over the next 3 weeks, I was told that the assumption process was backed up and would take 4-6 months to complete. I requested several times to speak with a loan officer or manager and was denied. I asked to have the assumption escalated. I was advised that a loan officer would contact me by XX/XX/2023 but they failed to do so. Customer service continued to deny me my request to speak with a loan officer or manager of the assumption department.
Company Response: Company believes the complaint is the result of a misunderstanding
State: WY
Zip: 82601
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: I was let go from my previous employer at XXXX it took my awhile to get a new job, in the meantime I could not afford to pay the mortgage, which I owe {$23000.00}. I can not afford to pay that to bring it up to current. My income is {$150000.00} so I can pay extra but XXXX XXXX won't allow Mr Cooper to do that. I have asked to get a new loan and put the areas at the end of the the loan. I do not understand why I am being decline.
Company Response:
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A