Date Received: 2023-10-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage servicer is Nationstar DBA Mr. Cooper. After a long process of applying with California Mortgage Relief for money owed during COVID Forbearance, the final step for California Mortgage Relief was to check the status of my mortgage. My application was declined because Mr. Cooper sent a report that my loan is delinquent My loan is current. Mr. Cooper gave me the option of making my payment on any date from the XXXX of the month to the XXXX of the month. I chose the XXXX because that's when I get my XXXX XXXX check. I pay every month through Auto-pay and the payment is received on the XXXX of each month. ( Payments received after the XXXX are considered delinquent ). I sent California Mortgage Relief my last two Mortgage Statement showing that my account is current, but unfortunately, they can only go by the report from Mr. Cooper. The representative from California Mortgage Relief told me Mr. Cooper is one of the worst offenders for giving them incorrect information. A representative from Mr. Cooper 's escalation department agreed to have a conference call with me and California Mortgage Relief and she conveyed to them that my account is current. Unfortunately, she was not from the Department that sent the incorrect report. California Mortgage Relief said my only recourse is to apply again and attach a copy of my Credit Report. ( My Credit Report reflects that I have zero late payments and the age of my account is XXXX years and XXXX months ). It is irresponsible and disheartening that a person at Mr. Cooper can plug in inaccurate information and make it difficult to speak to them re their error. I will reapply. Based on the report from California Mortgage Relief, without your assistance, I don't have much hope that Mr. Cooper will report accurate information.
Company Response:
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I reached out to Mr. Cooper our mortgage company on XX/XX/XXXX to complain to them about their failure to report mortgage payment history to the credit bureaus since XXXX when the mortgage was transferred to them by Seterus the previous mortgage servicer. I have not missed any mortgage payments even though I went through XXXX XXXX, and it was XXXX in XX/XX/XXXX. This information was provided by the Bankruptcy court and the bankruptcy trustee to Mr. Cooper and confirmed by Mr. Cooper. However, Mr. Cooper has refused to update my mortgage payment history with the credit bureaus under the pretext that they required my Bankruptcy attorney to write them formerly and make the request to start reporting my mortgage payment history. I informed Mr. Cooper in writing that the bankruptcy practice no longer exists and as such there is no way to get such information. Moreover, Mr. Cooper has a copy of the bankruptcy discharge letter from the Bankruptcy Court, so I don't understand what the issue is with Mr. Cooper refusing to report my mortgage payment history to the credit bureaus.
Company Response:
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I was a Sandy-impacted homeowner, and I was found to be eligible by the DCA for a term of forbearance under state law P.L.2017, c15 which provides for a temporary suspension of principal and interest payments on your mortgage. Exhibit M - NJ Statue From XX/XX/XXXX to XX/XX/XXXX, I was under the forbearance program with my mortgage company, Nationstar/Mr.Cooper/RightPath Servicing. The outstanding balance of my mortgage at the beginning of the forbearance ( XX/XX/XXXX ) was {$84000.00}. As required per the NJ Statue, I resumed making my regular monthly loan payments of {$1300.00} once the forbearance period ended, XX/XX/XXXX. I have made a total of 13 payments of {$1300.00} and 1 payment of {$2800.00} XXXX XXXX XXXX XXXX ) a total of {$20000.00}. Resolution Letter from Mr. Cooper dated XX/XX/XXXX - During the forbearance period Mr. Cooper ( mortgage co ) made deferred payments to my account to the sum of {$83000.00}. At the end of the forbearance period, they want this deferred amount to be paid in a lump sum or I would have to do a modification loan. Mr. Cooper/RightPath Servicing did not follow the Hurricane Sandy NJ Forbearance Statue. XXXX Filed complaint against Mr. Cooper with the State of Jersey Department of Banking and Insurance . XXXX The State of NJ Division of Banking and Insurance closed complaint against Mr. Cooper after receiving Mr. Coopers resolution letter dated XX/XX/XXXX. I do not believe that the NJ Department of Banking and Insurance should had closed the case as Mr. Cooper did not follow the Hurricane Sandy Forbearance NJ Statue. There should not have been any deferred payments, or any modification done to my loan while in forbearance. All the explanation of what they did to my loan during the forbearance period for their accounting purposes and/or their investors should not have affected what I owe on my loan. The terms of my loan should not have change ; no deferred payments nor modifications should had been done while in forbearance. All I want is to have my payments so far of {$20000.00} be applied to my outstanding loan balance of {$84000.00} and for the repayment period to be extended by the number of months the forbearance was in effect ( 5 years ) as per the NJ Statue.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: On XX/XX/2023, my home loan transferred from HomePoint Financial to Mr Cooper. During the service transfer, there was an error in the payment data. An old and invalid payment method was set as the favorite/primary. On XX/XX/2023 I attempted to make a payment using the online portal, the check was returned and a fee of {$20.00} was assessed due to " returned check ''. After further research within the portal and payment details, i discovered that the invalid payment method was set as the primary. This should not have happened since I have been making successful payments using the accurate details prior to the servicing transfer. On XX/XX/2023, i called the customer service line to request the fee be waived. The associate advised that the fee can not be waived unless it is due to fraud or a fault of the servicer. I attempted to explain the situation with the servicing transfer and the incorrect payment details being applied as part of that transfer, however the associate continued to advise that the fee will not be waived as it is not their fault. When asked to speak with a member of management, the associate advised there is no management available. I inquired as to if there was anyone else available to assist the individual with escalation, and the associate advised there is not, they work from home and can submit a request for management to call back within 24-48hr.
Company Response:
State: UT
Zip: 84074
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: applied for a refi in like XXXX and it took till XXXX everything was set there was to be NO escrow account. when title 365 showed up to sign the documents there was an escrow account setup. before i signed i called my loan officer and they recorded the call and I recorded the call and was told to not worry about it they have it on file that i waived escrow so once the papers are signed they will fix in post... taking their word for it, i signed the documents and then never heard anything more about it. i received a call from their collections dept claiming that i was not paying the correct amount. upon further review they never fixed the escrow account so i was behind in my payments. i called my officer, the collections dept, the escrow dept, mgmt, XXXX near anyone i could get on the phone. left a ton of messages. every single person that calls me or talks to me says that someone else has to deal with this or that i signed the documents so there is nothing they are going to do. i do not owe the mortgage company additional money over what is borrowed. they have no right to continue an escrow account when i was told they would remove it. its some simple paper work and yet they refused to fix it. they are reporting to the CBR that i am delinquent, they are violating the FDCPA, pretty sure this is violation of the truth in lending, maybe a bunch of other things too. they are shortly going to attempt to foreclose because of this but i dont owe them that money.
Company Response:
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Other service problem
Subissue:
Consumer Complaint: I'm reaching out to you today to seek your assistance with an ongoing issue that has arisen since my mortgage was transferred from Home Point Financial to Mr. Cooper on XX/XX/2023. Prior to the transfer, I had an open insurance claim, and I had mailed a check for a little over {$8000.00} from XXXX XXXX to Home Point. Since the mortgage company also needed to endorse the check, Home Point XXXX-ed the check to Mr. Cooper. However, the situation took an unexpected turn, and I am now facing an unacceptable delay in receiving these insurance claim funds. For over two weeks in early XXXX, Mr. Cooper informed me that they had not received the check. To resolve this issue, I contacted Home Point to obtain the XXXX tracking number. I learned that the check had been signed for on XX/XX/XXXX. When I provided this information to Mr. Cooper, they seemed confused, questioned the address it was sent to, and even claimed not to have an office in the state to which it was addressed ( South Carolina ). Subsequently, I contacted XXXX XXXX to request a stop order on the check, but it had already been cleared. XXXX XXXX confirmed that the check was, in fact, endorsed by Mr. Cooper and included an account number. When I conveyed this to Mr. Cooper, they initially denied having my money, despite the evidence that they had endorsed and deposited the check, which was now residing in a specific account. After some back and forth, Mr. Cooper acknowledged that their mortgage division is indeed located in South Carolina and the check was received there. They assured me that they would request an internal transfer from that division to the loss draft division, estimating that it would take 3-5 business days for the funds to be available for the insurance claim. That was on XX/XX/XXXX. However, as of XX/XX/XXXX, the money still had not transferred. I called Mr. Cooper once again, and they informed me that the transfer was still pending, but they were uncertain as to why. I contacted Mr. Cooper again on XX/XX/XXXX, only to be told that the transfer was still pending. I emphasized that transferring funds within the same company should not be an arduous process. The ongoing delay in releasing my funds has raised concerns that extend beyond a simple administrative error. There seems to be a significant delay, and I'm left with the impression that there may be more at play than meets the eye. It's my hope that the funds are not being intentionally held for an extended period and being pooled to earn interest while Mr. Cooper provides excuses and stalls the release of funds. This not only causes undue financial hardship but also raises ethical concerns. I kindly request your assistance in addressing this matter and thank you for your attention to this matter.
Company Response:
State: TN
Zip: 38117
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: We entered into forbearance in XXXX of XXXX due to the impact of Covid. Most companies were closed and not buying furniture and supplies. My husband is in sales. Our income drastically decreased and we did all that we could to make ends meet but ultimately had to enter forbearance. We were told by Mr. Cooper ( Mortgage Lender ) that we would have 3 options once our forbearance period ends. 1 : Pay back the lump sum of missed payments. 2 : Pay back the sum of what is owed over XXXX months along with the monthly payments. XXXX : Apply for Mortgage Modification. ( We understood this could change the terms of our loan. ) We decided to apply for Mortgage Modification as the other options were not within our means. We were denied by our Mortgage Lender, Mr. Cooper. We were then told we only had one option and that was to pay our passed payments totally {$30000.00} in full by XX/XX/XXXX. These were not the conditions we were told when we went into forbearance. This sounds incredibly fraudulent.
Company Response:
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Regarding Mr Cooper. Last XXXX our mortgage payments increased with no notice. These payments went up due to our county not properly filing our tax exemption, and then refusing to issue a refund ( my husband is a XXXX XXXX XXXXXXXX veteran which means we are exempt from property tax in Texas ). The mortgage company paid the tax bill out of our escrow which was set up to ONLY pay insurance, and they made this payment with no communication to us. I contacted the mortgage company who set up an escrow shortage spread to make the payments more manageable while I continue to fight the county to try to get this refund. We made our payment every month and when XXXX came around, I was notified by the credit bureaus that the mortgage company reported I was not making my payments. When I called to ask why they were reporting this information I was met with arrogance stating a partial payment is of course going to be reported as I hadnt made full payments. I requested to speak with a manager- waited over a week and no one called. I did this dance for over a month and finally just had to reach out to XXXX XXXX to help me ( this is who set up my escrow shortage payment to begin with ). My contact at XXXX XXXX connected me to someone with Mr Cooper who looked into my account - by this point we were in XXXX. I was told that it could take up to a month to get our account corrected and the escrow shortage plan to be applied correctly. Something had happened with the system to where it was not accepting the payments I was making as a whole payment. The escrow analysis was finally able to be done in XXXX, because the county finally filed the tax exemption, but I still have not gotten the refund. In XXXX I was finally able to start making payments again, however, by this point, we had faced a few financial hardships due to having to shut our business down last year, causing us to have to seek different avenues of employment. No assistance programs have been offered to us when I mentioned that we were not able to make the higher payments back in XXXX due to having to shut our business down. I made payments as I could when I could, and currently we are caught up until XXXX, but when I asked what my options were, I was told that the Covid program ended in XXXX this was a program we probably would have been able to apply for had I known it was an option last XXXX. I have spoke with the VA and my VA representative has reached out to Mr. Cooper stating that they need to work with us and trying to get some sort of payment plan put in place. After this call was made by the VA, the options presented to us were doubling up on payments for three months, in addition to making a {$5700.00} payment. This was offered to us on XX/XX/XXXX at the time we could not afford to do because they refuse to take anything less than the {$5700.00}, we had offered to pay {$4000.00} but they would not accept it. on XX/XX/XXXX I called to make sure the three month payment plan was still an option, as I was expecting a commission check to come in and was told that yes, it could still be done. a couple of days later I called to make the {$5700.00} payment and was told I only needed to make a payment at {$5300.00} despite me informing the agent I was told {$5700.00}, so I made the {$5300.00} payment. A few days after that I was getting a phone call stating that an appraiser was trying to come out and appraise our property because we were in liquidation. When I contacted Mr. Cooper again, I was told that the three month payment was no longer a plan that we could utilize because the property was officially in foreclosure status. I had requested a callback from a manager, and whenever I called to try and get in touch with the managers, I am met with resistance, stating they stated they would call me and that I am not giving them enough time to do so. In the past, I have had several managers or employees state that they were going to be putting callback request in the system, only to get no call, so now I opt for just calling every day. I am trying to get this resolved as quickly as possible, but the only thing I have been offered to this point is loan modification which would drastically increase our mortgage and we wouldnt be able to afford it as our rate is at 2 % right now. The VA requested a deferment for the payments seeing as the covid relief was never even presented as an option when I first began working with the company last year. Mr. Cooper stated that they are not allowed to do deferments. Up to the issue with the taxes, no payment was ever late or missed as all of our payments were set up on auto pay. After the escrow spread was applied to our account, we requested to be put back on auto pay, and were told that we could not because the system would continue to draft the amount prior to the escrow spread. At this point I just want them to honor what they told me I was going to be able to do, and except the {$5300.00} payment and set up a three month repayment plan. I even offered to bring the {$5300.00} payment up to the {$5700.00} payment which I was initially told I was going to have to pay, and tried to pay Despite the representative stating it was only {$5300.00} payment that was due. I am being told this is no longer an option, unless I pay their attorney fees as well. This company is disorganized, disloyal, and has some of the worst customer service Ive ever seen. Our mortgage has been a mess since XXXX XXXX sold our mortgage to Mr. Cooper. I know that my point of contact with XXXX XXXX has filed an official complaint against the Mr. Cooper office within XXXX XXXX, but thats not enough at this point. I am being met with resistance, and have been this whole process outside of when I was able to deal with XXXX XXXX. Again, all of this started when Mr. Cooper paid taxes out of our escrow account, which was not permitted. The issues then persisted when the escrow spread was not applied in their system, causing false reporting on our credit, stating that we were not making our payments. No relief options were ever provided to us outside of this escrow, shortage, plan, and it was not until XXXX that we were informed about the Covid relief program which would have been able to help us last year after we shut our business down.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I AM REQUESTING THE OMBUDSMAN DEPT. TO AUDIT MY ACCOUNT AND INVESTIGATE XXXX MATTERS : XXXX. AUDIT MY ESCROW/INSURANCE ACCOUNT FROM YEARS XX/XX/XXXX TO XX/XX/XXXX. RUSHMORE SERVICING UNJUSTIFIED FEES OF {$140.00}, THEY OWE ME OVER {$8000.00} SINCE I HAD PROVIDED THEM PROOF OF MY OWN XXXX INSURANCE COVERAGE FOR MY XXXX XXXX, FOR SEVERAL YEARS. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PENNSYLVANIA XXXX, POLICY XXXX. AGENT XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX PHONE XXXX XXXX. I PURCHASED MY XXXX XXXX {$700000.00} MANY YEARS AGO PUTTING 20 % DOWN TO XXXX XXXX XXXX XX/XX/XXXX TO ELIMINATE PROPERTY MORTGAGE INSURANCE OR LENDER PURCHASED XXXX DESPITE THAT THE BANK HAS BEEN CHARGING ME PMI HIDDEN FEES AND ESCROWED PMI AND THEY REFUSE TO FULLY CREDIT MY ACCOUNT OWING ME SEVERAL YEARS. PLEASE HELP, THIS MATTER IS UNETHICAL SELF SERVICING VIOLATING FEDERAL BANKING LAWS.
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
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/XXXX I received COVID hardship assistance for 6 months of payments on my loan with Rushmore loan management. Though XXXX, XX/XX/XXXX Dear Congratulations! You have been approved for the Emergency Mortgage Assistance Program, administered through the Homeownership Center. This assistance will cover the following six ( 6 ) months of mortgage payments on your behalf :, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. Payments will be structured as followed : XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} Payments will be made directly to your mortgage servicer. The assistance is fully forgivable and will not be owed back. Please contact us if you have any questions or concerns! Sincerely, HomeOwnershipCenter The mortgage server Rushmore loan management applied these payments, then reversed and reapplied the payments to pay a {$1100.00} fee on my account, leaving my account still owing for the month of XX/XX/XXXX, the payments would have paid off my principal balance. Pay off statement good though XX/XX/XXXX Principal balance {$6100.00} Interest {$180.00} Escrow {$3200.00} Suspense balance $ XXXX Recoverable advances {$1100.00} Deferred interest {$0.00} Property inspection {$20.00} Recon/recording fee {$87.00} Deferred interest {$0.00} Short interest {$0.00} Total {$10000.00} I have only been allowed to make one payment in XX/XX/XXXX of XXXX, they have refused on multiple occasions to reverse and really the payment to bring my account current for XX/XX/XXXX, they will only accept a full payoff payment, in which they keep adding more and more fees. I have a tax lien on my property for XX/XX/XXXX for unpaid taxes which they have escrowed for, Rushmore is escrowing for my home owner insurance an amount of {$2200.00} which I pay myself directly to the insurance company XXXX XXXX, which I have verified they have only received my monthly payments. They are holding funds in escrow which they shouldn't be, calculating that into a payoff figure. That I can't pay. Rushmore loan management put my account into foreclosure status in XX/XX/XXXX, on which I was not notified. I only found out I was in forclosre when I called in about a modification request i had put in that was never completed.. this was in XX/XX/XXXX i had previously put in multiple requests to dispute the fee and payment, and request escrow explanation. And an explanation of r fees. No have been provided. Just that they are valid. I put in a second modification in XX/XX/XXXX which was complete, then they sold the loan to Rushmore servicing, at that time XX/XX/XXXX i was served with paperwork for the forclosre with a request to answer in 20 days. I immediately called them. Since I was told in writing and multiple times over the phone that the forclosre would be on pause and not proceed during the modification process, I called in multiple times, I was given multiple different information. I was told my modification was not completed so I had to submit a new one which I did. That's 3 times putting in a modification request. Then to be told it was already completed and I was offered a modification that I didn't accept. I requested call backs from managers that never happened. 72 hours no call so I would call back and again the same wait. For 2 weeks before I demanded a manager on the phone spent all day. To have a manager say I did not need to answer the forclosre notice I received. He showed it was on pause. Which in fact it is still alive in the court. I have verified that. I was never given a 90 day or 60 day or 30 forclosre notification. I have not received anything from Rushmore attorney at all. Only the notification from the court. In person and in the mail. I called the attorney and sent an email to them asking if I needed to answer the summons. On XX/XX/XXXX, I did not receive an email back until XX/XX/XXXX verifying that the bank has received a modification request. And it was under review. Speaking with the home ownership center, they stated that the forclosre is still active and that I should have answered the complaint. Which I was advised multiple times by the bank I did not have to. And the banks attorney didn't respond until after the 20 days that I would have needed to put in an answer. At this time there is a payoff good though XX/XX/XXXX of {$10000.00} with additional fees of {$2000.00}. Rushmore keeps adding more and more fees make it impossible to pay the full amount. I believe that this is unethical, and a way to acquire my home.
Company Response:
State: NY
Zip: 13501
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A