Date Received: 2023-10-14
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I recently requested a payoff statement. I got the documents, followed the instructions and mailed my final payment via certified mail, to the address provided. XXXX weeks later the letter containing the payment was returned to me with a " return to sender not deliverable as addressed '' statement on it. It was the address they gave me.To complicate matters further they were in the process of transferring over from Rushmore loan management services LLC to XXXX XXXX. When I called the original number to straighten things out, it transferred me to an automated number under the XXXX XXXX company. It asked for my account number and social security number to verify my account and when I put my social security number in it said it didn't match the number they had on file. I tried it multiple times to no avail. I tried to talk to a representative but it wouldn't let me through without verification. Now my loan payment is going to be late and I have no way of contacting them to rectify the situation. I have XXXX the company to get reviews on them and found them not to be a reputable company. In fact a lot of the comments i read where using the word scam artists.
Company Response:
State: NY
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: Fees charged
Consumer Complaint: Our original mortgage was XXXX XXXX they put us in a bogus modification then turned around and made us sign a contract to keep our mortgage with a 60 year mortgage we just cant get above our principal mortgage was XXXX now after 20 years XXXX they had there hands slap and that was it then chase sold our mortgage to XXXXXXXX XXXX XXXX we have really high fees and always have to fight for our escrow I keep really close tabs on this and they always always say we are short not true now we have been bought out again by XXXX XXXX and they say we are short again on escrow XXXX and owe XXXX in late fees not true our five r net needs to stop this predatory lending please help
Company Response:
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Trouble during payment process
Subissue: Interest rate
Consumer Complaint: On XX/XX/XXXX request was sent for a payoff of loan. On the payoff it showed the payoff of {$140000.00} with additional payment of {$530.00} for interest for XXXX. I tried to get Mr. Cooper to explain how the interest was calculated. I was told that I am being charged for the entire month of XXXX then the additional 15 days. so {$350.00} for 30 days and {$170.00} for 15 days this loan is at 3 % interest. I am wanting to know how can I be charged for something that they no longer have if the principal balance is paid how can they charge interest?
Company Response:
State: OR
Zip: 975XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: In XXXX of XXXX I applied for a loan modification. I already had a loan modification from XXXX which when Nationstar took over the servicing of the mortgage in XXXX they did not honor that loan modification and would not accept my mortgage payments which put me into foreclosure. I have been trying to deal with this for many years but they refuse to do anything and won't address the issues I have raised. I have had Notices of Error sent to them by a forensic loan auditor, I have had attorneys try to deal with them and I have tried to get a loan modification so that they would accept my payments. None of these have worked and they keep trying to steal my house. They tell me that they have all the documents I submit and act like they are going to evaluate me for a loan modification but then they ask me for more documents or to update the ones I have already submitted. They did this for over a year and then denied the modification but did not give me a good reason. They said it took too long and that now I owed too much to modify the loan. They caused it to take this long. I submitted every document they requested within 24 hours of when they requested it. My attorney sent them a letter asking them to appeal their decision. I did not receive the result of that appeal. I have been needing extensive dental work and I told them that in my hardship letter. XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and a XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was told to get a lot of rest. On XXXX, XX/XX/XXXX, at XXXX am a man came to my door which rang my XXXX XXXX. It startled me and woke me up. I have not been sleeping continuously XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Having someone at my door and walking around my property so early in the morning when I am infirmed and not expecting it is a form of domestic terrorism. There are many mistakes in Nationstar 's ( Mr Cooper 's ) accounting of my loan. Numerous times I have asked them to correct these errors but they refuse to acknowledge any errors. I have proof that their accounting is not correct. They stopped sending me mortgage statements in XXXX but now they say that I owe way more than I should owe. They also have tried to pay for my home insurance but I always pay for it and my insurance company sends the money back to them if they try to pay for it. The CFPB has sued Nationstar aka Mr Cooper for the exact things that they are doing to me and I am sure there are many other people who are affected by their fraudulent and illegal acts. There should be some recourse for their breach of the settlement. I have lived in my house for almost 30 years. I have put a lot of money and time into this property and plan to retire here. I will be XXXX XXXX XXXX next month and I know all of my neighbors and feel safe here. I survived the XXXX XXXX fire, the XXXX XXXX debris flow, the XXXX pandemic ( I even had XXXX and survived it ), and now I am being terrorized and threatened by Nationstar Mortgage.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: email sent on XX/XX/XXXX ( cc XXXX XXXX XXXX. of XXXX XXXX ) Mr Cooper/Nationstar : Seems the " research '' department failed to " investigate '' my latest query regarding the amortization schedule. A correct schedule is attached for your reference as there is a large discrepancy ( over {$8500.00} ) that must be rectified immediately. Had the HAF funds been properly allocated in a timely manner... Secondly, the 3 additional payments of {$23.00} on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX were never applied to the principal balance ( not reflected in attached amortization FYI ) Explanation required for {$80.00} on XX/XX/XXXX Detailed breakdown of the {$29000.00} in deferred interest is also required. Response on XX/XX/XXXX We received your correspondence and an email directly from the customer on XX/XX/XXXX, and after an investigation, we are sharing with you what we found. Homeowners Assistance Fund ( HAF ) and Payment Application Mr. Cooper previously received similar inquiries which raised duplicative concerns. As such, we have enclosed copies of our response letters dated XX/XX/XXXX ( XXXX ), and XX/XX/XXXX, which serves to address the payment application concerns related to the XXXX funds received. In our prior responses, the customer was provided detailed information regarding our communication with the State and details regarding the application of the XXXX program funds, and the funds that were remitted directly by the customer to the account from XX/XX/XXXX, through XX/XX/XXXX. Our line- by-line review did not identify {$8500.00} in misapplied HAF Payments. The customer indicated that the HAF payments were not applied timely. On XX/XX/XXXX, we sent a request to the State to have the XXXX funds of {$7900.00} that were previously returned to the State in error on XX/XX/XXXX, be returned to Mr. Cooper. We received the Bulk Transaction ( B Record ) on XX/XX/XXXX, for the returned funds that were wired to Mr. Cooper on XX/XX/XXXX. Please be informed that the XXXX funds received from the State are bulk transactions, which must be reconciled before the funds can be posted, as the B records contain approval amounts for multiple accounts. The XXXX funds were posted with the effective date that they were received ( XX/XX/XXXX ). As such, on XX/XX/XXXX, we reversed the payments that were applied on the account back through XX/XX/XXXX, and reapplied all of the XXXX funds received for the Unemployment Program to the account on XX/XX/XXXX, and XX/XX/XXXX. The XXXX funds of {$5900.00}, received on XX/XX/XXXX, and funds remitted directly by the customer in the amount of {$56.00} on XX/XX/XXXX, and {$2000.00} on XX/XX/XXXX ( total {$8000.00} ), were reapplied as the XX/XX/XXXX, through the XX/XX/XXXX, contractual payments, each in the amount of {$2000.00}, and {$0.00} was applied to the suspense account. The XXXX funds of {$7900.00} that were received on XX/XX/XXXX, were applied as the XX/XX/XXXX, through the XX/XX/XXXX, contractual payments, each in the amount of {$2000.00}, and the remaining XXXX funds of {$1900.00} were applied to the suspense account. On XX/XX/XXXX, we received a partial payment of {$74.00}, which was combined with funds withdrawn from the suspense account in the amount of {$1900.00}, and applied as the XX/XX/XXXX, contractual payment of {$2000.00}. On XX/XX/XXXX, we received funds of {$2000.00}, which were applied as the XX/XX/XXXX, contractual payment. Trial Period Plan ( TPP ), Loan Modification, and Capitalized Delinquent Interest In the customers most recent correspondence, she inquired about XXXX ( XXXX ) additional payments each in the amount of {$23.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Please note that the account was approved for a Flex Modification that was contingent upon the completion of a TPP, as evidenced by the enclosed approval letter dated XX/XX/XXXX. The terms of the TPP indicated XXXX ( XXXX ) trial payments each in the amount of {$1300.00}, due by XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, consecutively. The customer actually remitted XXXX ( XXXX ) payments in the amount of {$1400.00} each on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The payments were applied as the first, second, and third trial payments on the aforementioned dates, each in the amount of {$1300.00}. As such, the remaining funds from each payment remitted was in the amount of {$23.00}, which were all applied to the suspense account, bringing the suspense account balance to {$80.00}. The suspense account, also known as the unapplied funds balance, is set up to temporarily hold any funds that have not been allocated to the loan account. The customer requested an explanation regarding the funds of {$80.00} and the deferred interest amount of {$29000.00} reflected on the account history on XX/XX/XXXX. A loan modification was completed on the account effective XX/XX/XXXX, as evidenced by the enclosed executed Loan Modification Agreement. The amount of capitalized delinquent interest ( added to the principal balance ) was originally {$29000.00}, which was reduced by the suspense account funds of {$80.00}. As such, the amount of delinquent interest that was capitalized with the completion of the loan modification was {$29000.00}. Please be informed that the aforementioned delinquent interest was capitalized to the principal balance and was not deferred. There is no deferred principal balance with the completion of the loan modification or currently reflected on the account. The amount of {$29000.00} reflects the delinquent arrearage of interest that accrued from the past due payments of XX/XX/XXXX, through XX/XX/XXXX. I need HELP!!!!!! With so many lawsuits against this company I am SHOCKED that I must continue to battle these criminals with no resolve. Their amortization schedule is costing me over {$8000.00} on my principal and upon further investigation regarding the deferred interest another $ XXXX is owed back to me. As more time goes by these numbers are compounding. Need this fixed ASAP!
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33325
Submitted Via: Web
Date Sent: 2023-10-12
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: Payment process
Consumer Complaint: Our loan got transferred to Mr. Cooper on XXXX XXXX. We werent able to access the account until XX/XX/2023 to make a payment. The payment was made on this date for {$2500.00}. On XX/XX/2023, another payment was taken out of our account for {$2500.00}. Thus over drafting out account by {$300.00}. We got charged by our bank account {$30.00} for over draft fees. On XX/XX/2023 I messaged Mr. Cooper regarding the overpayment and reimbursement oh the account. When I called the number to verify information, they were unable to do this and needed to call my bank to reimburse my account. They then tried to blame myself for their error of over drafting the account. They then told my husband that the second payment would go towards our XXXX payment. However, on the app it states that the next payment for our mortgage is coming out on XXXX XXXX. I asked if they would cover the over draft fee and they declined.
Company Response:
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Ive been requesting a payoff to sell my house for months. They have had many delays or dont answer the phone. Ive reach out to XXXX loan management services, to acquire a payoff. They wouldnt provide the necessary information then eventually they hired lawyers to foreclose my house. I called daily to obtain a payoff to sell until I lost a sale trying to sell owner to owner. I then hired a realtor to help sell the house. I repeatedly requested a payoff quote from rushmore and their lawyers until rushmore loan services transferred my loan to rushmor services. I acquired another buyer and had a closing date. However Ive had to postpone sale twice due to XXXX not providing payoff quote. XXXX on the verge of loosing another buyer and less than a month away from my house being foreclosed. I would have already sold my house before the foreclosure process if I had the payoff quote. Currently I still cant sell my house because they still dont provide the pay off, which will be more expensive due to lawyer fees because of their delays.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On or around XX/XX/2023 I called my mortgage company Mr. Cooper and it was found that Mr. Cooper double paid my property taxes from escrow to XXXX XXXX. Mr. Cooper in subsequent emails and letters acknowledged the over payment and refund to my escrow on XX/XX/2023 in the amount of {$7700.00}. XXXX XXXX also acknowledged the refund due to me. On XX/XX/2023 in Research Reference # XXXX, Mr. Cooper told me to give them XXXX business days for the refund amount to be received. The XXXX business day from that date was yesterday XXXX, XXXX, XXXX and I still do not have my refund! On XX/XX/2023 I sent a Qualified Written Request to Mr. Cooper asking for a letter of release to obtain the refund myself from the county. That was denied, however they assured me in the letter that on XX/XX/XXXX they already contacted the county about the refund and to continue to give them XXXX business days from that XX/XX/XXXX date. On XX/XX/XXXX I was sent a letter, and in the boxed " respa response to notice of error '' Mr. Cooper said on XX/XX/2023 they requested the refund. Well, now they deceive me again sending a letter on XXXX XXXX XXXX saying the tax department is asking for me to wait XXXX weeks from XX/XX/XXXX when they requested the refund, when you told me you requested the refund back in XXXX. I'm tired of Mr. Cooper lies and changing their timeline and dates of when they applied for the refund and when I can expect it. Violation of RESPA
Company Response:
State: TX
Zip: 77375
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: During the year of XXXX we did a refinance to buy down the interest rate in our mortgage with XXXX XXXX XXXX. When the final numbers had been calculated I noticed that the numbers seemed to be low. I called XXXX the loan officer with XXXX, and I asked her if she had added the property tax and home insurance, and her response was yes. When we got the first bill, I had my wife call and ask if these new payments are temporary is it going to go up, and the answer was no it was not and representative had my wife look up the future payments, so she did, and the payments were the same till XX/XX/XXXX. In XXXX of XXXX we get our XXXX bill, and it was for more than XXXX dollars. We called and no one could tell us what the extra fees added came from. Some of the representatives would say that it was something the bank paid, and they wanted the money now. We sent our XXXX payment disputing the remaining amount until someone could tell us what they are for. Through the month of XXXX, we kept calling and asking for a supervisor to call us back or anyone else who can explain what the extra fee are for. Then on XX/XX/XXXX, I spoke to a XXXX who asked me if I felt that my escrow was incorrect and asked me to fax her over the property tax statement and the homeowner 's insurance statement. So, I did, and I never got a call back or any kind of response so on XXXX of XXXX I filed a complaint with this agency and within three days I received a call from a XXXX XXXX from XXXX management team. XXXX began her investigation and out that I had been trying to prevent this happening, but she could not find the communication between myself and XXXX the loan officer because she was no longer with the company, and of course that included the underwriter who also failed to see that the property tax and home insurance was not added. XXXX manages to work out a deal and they ended up apologizing what I know I assume to be Mr. Cooper for not knowing how to provide us with the correct information. Yesterday XX/XX/XXXX, I received a call from an advocate of XXXX XXXX, named XXXX at # XXXX EXT XXXX, who stated that who we had been talking to in XXXX and XXXX of XXXX, was the Mr. Cooper call center. This is why I have decided to do this file this complaint against Mr. Cooper for lack of communication and knowledge and training because this was a mistake caused by XXXX the loan office of XXXX XXXX and now Mr. Cooper for not handling this matter on a timely manner. This matter damaged our credit and made us look irresponsible when I took pride on making my payments. Today we are in desperate need of a equity loan we we are hostage to this situation for at least six more years.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33604
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A