Date Received: 2023-10-20
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have called the company, XXXX XXXX, on XXXX XXXX. i spoke to a representative who informed me an overage in my account could not be credited to me so the entire mortgage payment would be credited back to me then I would need to pay the mortgage amount without the overage. this did not happen. The mortgage payment was not credited to my account. On XX/XX/XXXX I contacted the company to inform them i want my escrow account fully refunded to me. they asked for proof which was provided within hours. no action has occurred. I have spoken to a manager who says within the next 2 weeks I will hear about the resolution of this issue. I dealing with this company they have lied to me on multiple interactions.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I have a loan with Mr. Cooper, on XXXX I was about to loose my home, Mr. Cooper offered me something call : LOAN MODIFICATION, I was desperate, I don't speak, write or read English good. A man came to my house with the loan modifications papers ( more or less XXXX pages ), I signed the papers, then on about XXXX, I had another modification, a lady came and I signed papers. I am a single woman with a XXXX XXXX XXXX son with XXXX living with me, in XXXX, I was about to loose my house again and I tried bankruptcy but since I could not come with the {$2200.00} plus monthly payment the bankruptcy was dismissed. Every time I owed 2 months mortgage, I paid 1 month, I was struggling to keep my house. On XXXX of XXXX, I retired from my job because I am XXXX XXXX XXXX and when I got my retirement FRS investment check, I took it and sent {$90.00} to Mr. Cooper. I said to myself, I will not be able to pay {$890.00} out of $ 1183 monthly Social Security Income, the best thing to do is to pay off the mortgage, to my surprise, Mr. Cooper 's representative told me there is a second mortgage in my house with somewhere call HUD. They gave me the information and they claimed that I did 3 loans modifications, I said I did 2, they sent me the forms that I signed which are for 2 loans modifications but HUD FHA said there are 3 modifications and since the first mortgage is paid off, I must pay {$24000.00} immediately or they will start foreclosure process, I have no way to pay that sum, I never told when I did the modification, Mr. Cooper took a loan on my behalf, I don't know what to do, I don't want to sell my house and I was told that HUD don't give monthly payment, I have to pay or else, even tough I have a lot of equity, my lender Mr. Cooper told me that because of my credit score they won't help me. If I knew about that loans with HUD, I would have not paid the {$90.00} I would have saved it and not paid the house. PLEASE HELP ME!
Company Response:
State: FL
Zip: 33167
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Subject : Complaint Regarding Unethical Practices by Mr. Cooper ( NATIONSTAR ) Dear Consumer Financial Protection Bureau, I hope this letter finds you in good health. My name is XXXX XXXX, I am writing to bring to your attention a matter of great concern regarding the mortgage company, Mr. Cooper ( formerly NATIONSTAR ). I have been a customer of Mr. Cooper for a little under a year. Recently, I have become aware of a series of underhanded practices that I believe warrant investigation. Despite having a fixed-rate mortgage, I have noticed a significant and unauthorized increase in my monthly mortgage payments. These alterations have been made without my consent, leaving me financially burdened and struggling to meet my obligations.I have made numerous attempts to contact Mr. Cooper 's customer service department to seek clarification and resolution, but unfortunately, I have received no satisfactory response. Also, previously I've had numerous problems with them and it truly stressful. This has led me to believe that there may be a systematic issue within the company 's practices, potentially affecting other customers as well.I am deeply troubled by this situation and believe it is imperative for the Consumer Financial Protection Bureau to investigate this matter thoroughly. It is essential that customers like myself are protected from deceptive practices and ensure that financial institutions are held accountable for their actions.I have attached relevant documentation, including copies of my original mortgage agreement, recent statements, and records of my attempts to communicate with Mr. Cooper. I trust that you will treat this matter with the seriousness it deserves, and I hope for a prompt and comprehensive investigation.Thank you for your attention to this critical matter. I look forward to a resolution that not only addresses my specific concerns but also ensures the protection of consumers in similar situations. Sincerely, XXXX XXXX
Company Response:
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Nationstar aka mr cooper brought a fraudulent mortgage note from XXXX who went out of business for fraud but not before they stole XXXX in equity through a revised HUD 1 statement with out my knowledge. Nationstar aka mr coopers agent XXXX XXXX engaged in predatory lending and defrauded me further by stealing another XXXX in equity through the HUD 1 statement. I have asked Mr cooper to provide checks or wires that show this money was lent to me BECAUSE i inherited my property free and clear. they cant keep pretending that they dont have to prove THAT they lent these funds.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Trustee Claim XXXX in the amount of {$8300.00} Trustee Claim XXXX in the amount of {$8500.00} both 100 % paid what mortgage address were these applied?
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-19
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: I am a 100 % XXXX veteran who lost income during Covid which led to financial problems with my mortgage. I called Mr. Cooper in XXXX 2020 to see if they could help me since I had a VA loan. I was told there were no options for help and no one told me about the CARES act forbearance. I was unable to keep up on the loan because my job as a XXXX XXXX was devastated and eventually eliminated due to the pandemic and restrictions from XXXX and XXXX and my wife was out of work. I called back a few months later to ask again if there were any programs to help. The agents told me there was forbearance available, but they provided me with false information saying if I took the forbearance as soon as I was back to work I would have to pay the full amount back all at once. That seemed like a worse option than trying to get caught up on my own so I did not accept the program. I have since learned that is not how this program works and because of these lies I have been spinning my wheels for 2 years and had to file bankruptcy to stop the foreclosure sale of my home. If I knew the truth about the government mandated forbearance I would have accepted the program and once I was back on my feet worked with Mr. Cooper to find a reasonable and fair solution to reconcile the missed payments. I was never given this chance. I continued to check in every few months to see if there were options for help and was never given any options except for a repayment plan. Since I had begun working part time again I requested terms for a repayment plan but this option raised my payments almost {$400.00} per month and I could not afford it. A few months later when I was back on my feet financially I contacted their office again to be considered for all options such as deferment, loan modification or recapitalization of the late payments and again they told me the only option was a repayment plan with a monthly payment of {$2100.00} which was {$1000.00} more than my original payment. I cant believe that this is how Mr. Cooper treats veterans. I served in the XXXX XXXX for 7 years and was hit by an XXXX while deployed in XXXX. I have had to undergo six reconstructive surgeries and have now been classified as 100 % XXXX. I contacted Mr. Cooper to ask for help, and their agents lied to me about how the XXXX program works to dissuade me from accepting that program they were required to offer. As a result of the obstruction of these programs I am $ XXXX behind and in foreclosure. I live in the home with my wife and XXXX young children. The VA recently increased my monthly benefits and my wife is going to school to be a respiratory therapist and is part of a work study program where she gets paid while training. Our hardship is resolved and we have the means to afford our mortgage payment. The problem is that your company has misled me and denied access to government programs that you are required to consider me for
Company Response:
State: IA
Zip: 526XX
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Today ( XX/XX/XXXX ) I received notification through the US Mail that my mortgage loan with XXXX XXXX XXXX was being transferred to Mr. Cooper. The name alone inspires fear. I understand that Mr. Cooper had 15 days before XX/XX/XXXX to make contact with me before the date of the next payment due date which is XX/XX/XXXX. To my knowledge, this company has failed in its due diligence as of XX/XX/.
Company Response:
State: KY
Zip: 400XX
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Earlier this month ( XX/XX/2023 ), I received notice from my mortgage holder, Rushmore XXXX XXXX, that my loan was being switched to their servicing company, Rushmore Servicing Corp. Nothing changed about my account, it is still in good standing, except my loan was assigned a new loan number. This is simply moving my loan to a different arm of the same company. As a result of this arbitrary change, XXXX reduced my credit worthiness by XXXX points to a XXXX credit rating because it says my loan was closed! My loan was not closed, merely transferred to another part of the same company. This can not stand! I work hard to keep my credit rating in the Good range and this arbitrary change or miscommunication between the lender and credit rating service unjustly penalizes me. Please see that this is corrected as soon as possible. I need the good credit rating I earned to continue uninterrupted. Thanks for your assistance. The notice from Rushmore Servicing states, " To help you get settled in, there will be no late fees or negative credit reporting during your first 60 days with Rushmore Servicing. ''
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Workers and manager within the company Nation Star have tried multiple times to fix the accounting error. I am told it can not be fixed as they have few home equity loans and no process to permanently resolve. On the payment records they sent me it shows workers have attempted to move payments made from principle column to payments column. I receive weekly phone calls saying I am behind on payments. I am threatened by their escalation team. While in hospital and in recovery they called and I said everything is on auto pay, I cant owe. So I paid again ( occurring many times ) It bounced and charges went to my XXXX XXXX credit card with higher interest rate for entire balance & banking fees. ( also because of this I switched & backed up checking w/ XXXX XXXX XXXX credit card and at time didnt know about the extra fees & interests. This is a XXXX loan thru Nations Star ( NS ). I ask for help from XXXX & told many many times not their co. take it up with NS & have for two years! At the end of every phone call they must say thank you for using XXXX. So it is both companys problem to fix. XXXX is a bank & I am a stock holder as all who are members. If they do this to me, I think they are doing it to more members. This all started when I went from XXXX to XXXX. I missed a payment at time of switch over I readily admit. & attempted to resolve. It & other extra payments went to principle. There are fees fines and aggregation. Ive had friends try to help, my XXXX tried, to no avail. I am XXXX and try hard to pay everything. My current medical bills are high & I cant keep paying XXXX more & more XXXX and interest.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Nationstar dba Mr. Cooper Inc continues to share my non public information with non affiliates. XXXX, XXXX, and XXXX are not credit reporting agencies but actually financial instutions who takes money from other financial institution to share information. In Mr. Cooper terms and conditions they agreed not to share public personal information about you with non-affiliated companies. XXXX, XXXX, and XXXX are not affiliates they receive compensation to report my financial history without my written consent. Mr , Cooper is required to send me a notice each month with the option to opt out of my non personal information being shared. Mr. Cooper Inc has not provided me with any such notice. 17 CFR 248.124 - Reasonable opportunity to opt out. 248.124 Reasonable opportunity to opt out. ( a ) In general. You must not use eligibility information that you receive from an affiliate to make marketing solicitations to a consumer about your products or services unless the consumer is provided a reasonable opportunity to opt out, as required by 248.121 ( a ) ( 1 ) ( ii ). ( b ) Examples of a reasonable opportunity to opt out. The consumer is given a reasonable opportunity to opt out if : ( 1 ) By mail. The opt out notice is mailed to the consumer. The consumer is given 30 days from the date the notice is mailed to elect to opt out by any reasonable means. ( 2 ) By electronic means. ( i ) The opt out notice is provided electronically to the consumer, such as by posting the notice at an Internet Web site at which the consumer has obtained a product or service. The consumer acknowledges receipt of the electronic notice. The consumer is given 30 days after the date the consumer acknowledges receipt to elect to opt out by any reasonable means. ( ii ) The opt out notice is provided to the consumer by e-mail where the consumer has agreed to receive disclosures by e-mail from the person sending the notice. The consumer is given 30 days after the e-mail is sent to elect to opt out by any reasonable means. ( 3 ) At the time of an electronic transaction. The opt out notice is provided to the consumer at the time of an electronic transaction, such as a transaction conducted on an Internet Web site. The consumer is required to decide, as a necessary part of proceeding with the transaction, whether to opt out before completing the transaction. There is a simple process that the consumer may use to opt out at that time using the same mechanism through which the transaction is conducted. ( 4 ) At the time of an in-person transaction. The opt out notice is provided to the consumer in writing at the time of an in-person transaction. The consumer is required to decide, as a necessary part of proceeding with the transaction, whether to opt out before completing the transaction, and is not permitted to complete the transaction without making a choice. There is a simple process that the consumer may use during the course of the in-person transaction to opt out, such as completing a form that requires consumers to write a yes or no to indicate their opt out preference or that requires the consumer to check XXXX of XXXX blank check boxesone that allows consumers to indicate that they want to opt out and XXXX that allows consumers to indicate that they do not want to opt out. ( XXXX ) By including in a privacy notice. The opt out notice is included in a GLBA privacy notice. The consumer is allowed to exercise the opt out within a reasonable period of time and in the same manner as the opt out under that privacy notice.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A