Date Received: 2023-10-16
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I am attempting to reach a person at the mortgage company to ask a simple question regarding changing my address due to my municipality 's intention to rename my street in the near future. One can not call the customer service number and reach a person. There are only options related to the mortgage loan itself. I did access the live chat which is a bot that provides an automated answer to changing an address with instructions. The inability to access a person is infuriating and not at all in the consumer 's interest. It is blatantly ridiculous. There should be the ability if every consumer to have access to a person to discuss account issues.
Company Response:
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Mr Cooper has been trying for the last few months to force my property into foreclosure so that they can foreclose on it. I have been late a few times but the fees have been paid and also they are aware I always catch up on my late payments. Now after becoming late for two payments I am unable to make a single payment to prevent the foreclosure process. This is a deliberate attempt to force the property into foreclosure and is a fraudulent process. Mr Cooper needs to be investigated for this practice.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Problem with a company's investigation into an existing issue
Subissue: Problem with personal statement of dispute
Consumer Complaint: I have no problem with the my mortgage, my problem is that Mr. Cooper will not accept my current homeowners policy with XXXX when my policy expires on XX/XX/XXXX due to a low rating from XXXXXXXX XXXX XXXX. XXXX is in the process of being purchased by the XXXX XXXX XXXX XXXX California and the purchase is expected to be completed by the end of this year. XXXX XXXX XXXX gives them a A+ rating. I have contacted Mr. Cooper several times at XXXX. The last employee, XXXX ( no last name or company I.D . provided ) stated that I have no other choice but to get new insurance, that some loans with XXXX will not have to deal with this problem until next year depending on when their insurance policy is due. I advised him that Mr. Cooper purchased my loan, I did not obtain it from them. When I asked to speak to a supervisor, my request was denied and that this was a Mr. Cooper decision. Surely a company of XXXX employees do not all report to the CEO/ XXXX XXXX XXXX Surely their must be some form of layered management. Do you know how difficult it is to get homeowners insurance in XXXX California?
Company Response:
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: what is the pay off figure, the reinstatement amount and the accelerated amount due
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: MR COOPER mortgage company in XXXX, TX is my mortgage company. My name is XXXX XXXX and I requested for assistance and was told I needed to fill out a form in XXXX via phone call. I was told everything was on hold until the results came. Time pass and I get no form just a letter saying to send income statement of w2 so I sent it and was told no form was to be filled out and I was good. More Time pass and now I need to fill out the form that I was initially told i was getting in the mail and then that I didn't need it, but now I need to fill it out after the third encounter wasting more time. Late fees accumulated and i see a default on my online account and im confused because I was told everything was on hold so I was misinformed and poor communication on their part by not giving all the information to make the best choice for myself and not sending important paperwork that I was told I need, then I don't need it and now I do getting the run around. My credit score dropped over 100 points and if I knew it would not be on hold and my credit would drop I would've never done it. It showed over 30 days late and we are waiting on them and I keep being told one thing and they're delaying the process by not giving me accurate information and giving me what I need. The form was never mailed so I had to go online which it wouldn't even allow me to fill it out on. My last call with Mr Cooper XX/XX/23 at around XXXX XXXX I was told no matter which plan I got it was going to drop my credit and I dont want to do either plan. I will just work harder to pay it up to date and today I made one mortgage payment and next week I'll catch it up. I'm upset because had I knew this from the start i would've never even tried to do this but I was assured everything was on hold. It's not fair and I'm upset they never sent the forms that caused more wasted time increases the days of late payment that was supposed to be on hold. I would appreciate some help with this situation. My credit was over 700 I worked so hard to get there and by misinformation and lack of efficiency on sending documents my credit which I value has been damaged PLEASE HELP.
Company Response:
State: TX
Zip: 75189
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I believe that Mr. Cooper is in violation of the Truth in Lending Act. I originally received a mortgage from XXXX XXXX XXXX Bank on XX/XX/2015. My mortgage was first sold to XXXX then to Mr. Cooper. I have requested from Mr. Cooper for a full account, disclosure and Validation of Debt of my mortgage with them. I contacted them through writing. In turn, Mr. Cooper mailed me copy of my mortgage, and a few printing pages of payments made, escrow and insurance and documents when they took over the loan but not a full account or disclosure per my request. I hired an expert XXXX XXXX XXXX, a Mortgage XXXX XXXX. From his report, there appears to be fraud because they are unable to provide the unendorsed Fixed Rate Note and the unassigned Mortgage. I uploaded some of the documents that I received for your review.
Company Response:
State: OH
Zip: 43606
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
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 about a foreclosure on a house and land for a finance loan through Nationstar for windows installed on the house. My mom paid this loan for over XXXX years not knowing they had her in a balloon payment where shed never pay it off. This property is XXXX XXXX XXXX, XXXX, XXXX XXXX. The company sold this loan to another company and the same thing. A few years ago they foreclosed on her home that she had built in 1969. We tried to find out who we needed to talk to to get the issue resolved and no one from either company came for court. We could never get in touch with anyone. The court just followed the paperwork not knowing who was actually behind. So, she lost her home and now still havent recovered from this. How can us small town folks get justice? I hope you can help her to get her home back.
Company Response:
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I received a notice from the XXXX general attorneys office that XXXX tracking may have occurred from my current mortgage servicer while I was waiting for loan modification a XXXX was being processed by servicer at the same time.
Company Response:
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Earlier this month ( XX/XX/2023 ), I received notice from my mortgage holder, Rushmore Loan Management, that my loan was being switched to their servicing division, Rushmore XXXX XXXX. 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. Why am I being penalized for an arbitrary change the company made? Is this a way to detract from the credit worthiness of its mortgagees? How do I get credit for my loan being in good standing? 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. I shouldn't have to be downgraded for an accounting change made by this company. Thanks for your assistance.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mr. Cooper took over as my mortgage servicer. They keep marketing products to me, but the basics of taking care of my mortgage ( specifically paying the right amount and right policy number to my home insurance company ), they've now messed up two years in a row, and getting a human representative on the phone to make corrections is nearly impossible.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A