Date Received: 2023-10-11
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: This was my latest fax to them along with my previous correspondence after that. I tried to remove information that could identify me. After my last 90 days trying to get accurate information from your department, it is now clear that I am officially getting what is called, The Runaround. I again, have to spend my time to ask the same questions since you have not answered any of my previous concerns ( see below for letter XX/XX/XXXXXXXX ). This is my third correspondence since you transferred our loan and we saw our accounting for the loan do not match up. I am dissatisfied and discontented with your response and I now request my concerns be sent to mediation, arbitration, or whatever the next level of complaint and appeal is when I am unable to get sufficient or accurate information from your Department. For instance, the letter sent from your office ( see attached D ) correctly asserts that my mortgage didnt start with you until XX/XX/XXXXXXXX ; with no payments due until XX/XX/XXXXXXXX but your staff then goes onto to incorrectly state that the date of multiple unexplained transactions on your side, as XX/XX/XXXXXXXX ( prior to the date the mortgage started with you ; per your own statements ). How can I trust anything said when the dates are so obviously wrong? Additionally, I continue to tell you that my account was never late so you are inaccurate again when you continue to say the amount was reapplied to bring the account current at that timeAnother lie ; or inaccuracy. Then you go on with more nonsense that doesnt even make any logical sense. Further, I told you NOT to re-send all your transaction history because it is a huge file, I already have it, and I can not work with the file the size that you send it. STOP re-sending the same information and answer my questions and explain your bizarre and purposefully obscure and mis-leading accounting practices. I believe this is part of your customer service plan to continue to repeat and regurgitate inaccurate and out-right lies until people get too tired to continue to seek the truth. I want my complaints and concerns kicked up to the next level of management or problem resolution process, asap. I will further move forward with filing a report with the Consumer Financial Protection Bureau and include this letter. Once again what I have asked for and will be included in my complaint is : 1. A total of the amount paid to Mr Cooper from me over the time they have held my loan. I dispute the amount paid vs the amount credited to my account by Mr. Cooper 2. An explanation and correction of my XXXX IRS filings of the Mortgage Interest Statement 1098 ( see attached A : 3 different XXXX 1098 forms, one corrected after the XX/XX/XXXXXXXX phone call that I made to staff and weird transaction history on XX/XX/XXXXXXXX ) 3. Explanation and review of the accounting that happened on my account on XX/XX/XXXXXXXX ( see attached B & C ). There are over 5 PAGES for one day! I called and told them to apply the extra money paid ahead on the account to the principal and paid an extra amount toward the principal in addition to the normal payment every two weeks. MR Cooper continues to say that the multiple nonsensical payments shown were to bring my account current but I have NEVER been late. Nothing Mr Cooper says makes sense or is truthful. 4. I dispute the amount paid vs the amount applied since the beginning of the loan. Our loan was paid in advance until XX/XX/XXXXXXXX and Mr Cooper got our loan XX/XX/XXXX. They admit this in all documents for the start of the loan. But we did not wait until XXXX to start paying, we continued our twice a month payment but Mr Cooper did not give us credit for those additional payments on our 1098. I do not trust that they applied the payments properly since none of their accounting has added up and by XXXX, the accounting process changed again and my responses to inconsistencies were minimized and ignored. Moreover, in the case of XX/XX/XXXXXXXX transactions ( see attached of 5 pages! B ), completely ruin the validity of the two different accounting methods used on my account. 5. I would like information on the meaning and the reason for the change on my IRS 1098 Mortgage Interest Statement ; Line # 9 Number of properties securing the mortgage. What does this mean? In XXXX it suddenly changed to say 02??? Why would it say that there are 2 properties securing my mortgage?? This is very disturbing and Mr Cooper will not answer my question about this. Attachment A : 3 different inaccurate 1098 IRS forms for XXXX Attachment B : 5 pages of transactions on XX/XX/XXXXXXXX ( Dispute what happened that day? ) Attachment C : Shows prior to XX/XX/XXXXXXXX account status and how accounting was done before Attachment D : Copy of letter filled with inaccuracies from the Mr Cooper Research Dept XX/XX/XXXXXXXX PREVIOUSLY SENT ; RESPONSE ATTACHED WITH INCONSISTENT DATE MARKED. XX/XX/XXXXXXXX Mr. Cooper Research Department, I want this taken care of immediately because the amount that you recorded, and transferred, to a new lender is incorrect and needs to be corrected asap. As soon as the correction has been made, information of the corrections needs to be given to the new lender and myself for my records. You will see that I have had complaints about your payment recording process since our mortgage started with you XX/XX/XXXX. You can see multiple complaints dating from XX/XX/XXXXXXXX on with multiple complaints and a fax dated XX/XX/XXXX, requesting you review the payments your accounting was missing. As a result, multiple corrections were made by your office but they were done incorrectly. Upon review of the records and with a final accounting of my account with you, your XXXX tax information and the amount of money applied to my account is wrong. Subsequently, I see errors in each Annual Escrow and Interest Statement since we started with you. I understand that you transferred my loan, without notice, before I could gather all the audited information and ask for you to fix your mistakes and promptly notify the new lender of the correction. I am demanding that a full accounting be done of my account, starting with your starting balance and what XXXX said was transferred to you. Additionally, whatever your staff did to my account on XX/XX/XXXXXXXX is appalling and there is no way I can work it out or try to figure out what was done to my account on that day?? This needs to be investigated and fixed immediately. I have attached a listing of all payments made to Mr. Cooper from my bank account since the start of my time with you. If you want a full copy of my banking records from my bank account, I have it printed it out but it includes private banking information and would be costly to mail to you. If you want more information or proof, other than what has been provided, you will have to pay for that expense. Please note that when you took over my loan you cite the balance as XXXX ; it also says that the first payment was not due until XX/XX/XXXX ; NOT the XX/XX/XXXX date that you started the loanthat means that you already had XXXX months of payments pre-paid ( as evident by your own records and attached to this correspondence ). Additionally, XXXX verified that you were transferred the total of the XX/XX/XXXX payment as well. This was all explained in fax sent to you XX/XX/XXXX. You can start there. Then you can look at XX/XX/XXXX transactions done by your office, then you can look at the XXXX incorrect annual escrow and interest statement sent to the IRS in XXXX for the XXXX payments, along with my complaints that it was wrong. The same amount has been paid each year except for XXXX when additional payments were made. I am not disputing any ratio of payment to principal vs interest. XXXX disputing your annual total of what I paid along with an incorrect ending balance and beginning balance on my mortgage incorrectly transferred and sold. Additionally, I am concerned by the change in what is put on the XXXX XXXX and XXXX XXXX in XXXX # XXXX. There is only XXXX property, there are not XXXX? Why has that been changed? It was not what it said on any of the Annual Escrow and Interest Statements for XXXX ( corrected or initial ) and it was not on for XXXX ; suddenly in XXXX and going forward, the number in box # XXXX is changed to XXXX?? Again, this is a huge error!! This also must be fixed immediately and corrected tax forms must be prepared immediately since you have transferred my loan with fraudulent information that does not leave me whole and it leaves me financially injured.
Company Response:
State: FL
Zip: 346XX
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: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: RightPath Servicing has violated XXXX Forced Placed Insurance, knowingly, and has now initiated foreclosure based on their claim of expired hazard insurance. RightPath Servicing was provided proof of insurance coverage that satisfies the requirement of such coverage, All Inclusive or All In coverage was provided. Timeline : XX/XX/XXXX - RightPath Servicing sent notice that hazard insurance expired and was required. Proof of insurance to be emailed to the provided email address. XX/XX/XXXX - Borrower provided proof of insurance, binder showing a coinsurance clause that satisfies the requirement by XXXX XXXX. Insurance coverage from XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX - RightPath Servicing sent notice requiring proof of hazard insurance, Second Notice. Again, on XX/XX/XXXX borrower sent proof of insurance to satisfy the request. Proof of receipt of insurance documents was sent by RightPath Servicing, via email, as a response to the documents sent. XX/XX/XXXX - Complaint filed after borrower is assessed for HO-6 Forced Placed Insurance . XX/XX/XXXX- Borrower receives documents indicating a lawsuit has been filed to foreclose on the property for non-payment as demanded by RightPath Servicing for forced placed insurance and subsequent fees etc. related to this act. RightPath Servicing has received numerous Notices of Error via the CFPB portal and have refused to correct the error, claiming no such error occurred. The Declaration for the condominium property clearly explains the master insurance policy covers replacement cost for the entire condominium ( 100 % ), including all walls coverage. The condominium has never failed to provide the required coverage. XXXX XXXX Servicer Guide - 4703.2c clearly states : A policy with a coinsurance clause, and inclusion of an agreed amount endorsement or selection of the agreed value option ( which waives the requirement for coinsurance ) is considered acceptable evidence that the 100 % replacement cost requirement has been met. This language satisfies the claim by RightPath Servicing that HO-6 insurance is required. The coverage provided in the HOA Master Policy exceeds the requirement for walls in coverage, or HO-6 insurance as claimed by RightPath Servicing XXXX All Inclusive coverage by inclusion of a coinsurance clause exceeds RightPath Servicings request for walls in coverage. In a letter dated XX/XX/XXXX RightPath Servicing states : Some homeowners associations include HO-6 in their condominium master policy. If they do, it is not required. It is required only when it is not included in the mater ( master ) policy. RightPath Servicing refuses to acknowledge the fact that the coinsurance clause included in the master policy IS coverage for the inside of the unit and 100 % RC, Replacement Cost, has been met. No improvements or upgrades have been made to the unit that would not be covered by the master policy coinsurance clause. The repeated refusal to correct the error, by RightPath Servicing, can only be understood to be viewed as a deliberate act of bad faith.
Company Response:
State: FL
Zip: 33458
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: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I have sent to Mr.Cooper numerous request for a payoff as well as request for information for other things that will help me resolve the loan and my servicer refuses to provide the information
Company Response:
State: FL
Zip: 33134
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: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Mr. Cooper had deleted years of statements to hide errors. Attached Statement showing what is due in XXXX, this is one of the missing statements. When we see what is due for XXXX its gone up something like {$50000.00}?!?!? why? please explain
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: XX/XX/XXXX XXXX : Our records indicate that you filed a petition ( Docket Number XXXX ) under Chapter XXXX of the Bankruptcy Code ( Title 11 United States Code ) on XX/XX/XXXX, and the Proof of Claim was filed on XX/XX/XXXX. The funds received on XX/XX/XXXX, in the amount of {$2600.00}, were applied as the next oldest contractual payment that was due as of that date, which was the XX/XX/XXXX, contractual payment in the amount of {$2000.00}, the remaining funds were applied to the suspense account. This is clearly a violation of Mortgage Payment Application 11 U.S.C. 1322 ( b ) ( 5 ) - Splits the Debtors mortgage obligation into 2 separate parts. 1. Pre petition arrearage- which must be cured during the term of the bankruptcy. 2. Post petition ongoing payments- Debtor must maintain the ongoing monthly payments pursuant to the terms of the mortgage and note- paying as and when due. 3. The debtor 's ongoing postpetition mortgage payments must be applied from the petition date to the underlying debt based on the mortgage contract terms and original loan amortization as if no default exists.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Rushmore Loan Management Services XXXX XXXX XXXX XXXX XXXX, CA XXXX www.rushmorelm.com XXXX Mortgage payment for XXXX has not come out XXXX payment was not taken out as an automatic debit from my checking. When I try to contact the company via phone they do not acknowledge there is an account under the mortgage number or social security numbers. Can not contact a live person either. I am assuming that the loan was sold to another company. We have not received any notification regarding this. I need to know what is happening. The mortgage payment is going to be late, do to no fault of my son or mine.
Company Response:
State: NY
Zip: 10512
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: My account started to be in default XX/XX/2023. I was wrongly referred for foreclosure while I tried to seek foreclosure alternatives options- apply for HAF assistance, XXXX, and loan modifications, including submitting appeals. While working on these applications I was also simultaneously working hard to raise the funds to reinstate the loan based on monthly statements I was receiving from the servicer. I was eventually approved for {$7000.00} from the XXXX XXXX program in XX/XX/2023. This state program collected a full mortgage payment for XX/XX/2023 ( {$21000.00} ) as part of their terms to approve me of the foreclosure relief program and sent it to the servicer ( {$7000.00} came from XXXX and {$14.00}, XXXX was my own portion ). The servicer ( for an extended period of time ) held my portion of the checks without processing it, and refused my own payment to cure the loan to bring it current. The servicer returned my portion of the funds ( {$14000.00} ), but kept the state funds ( {$7000.00}, XXXX Assistance ) and maintains I am still on track for foreclosure and that I can not cure the loan without " foreclosure '' fees they want to add. I will note I was approved ( XX/XX/2023 ) for a loan modification that I can not afford at this time. I just want to be able to cure the loan at this point. I can not afford the extra fees they are tacking on as they shouldn't have even referred the file for foreclosure. I believe the servicer is committing " dual tracking '' practices and that's why these extra fees are due preventing me from being able to cure and fully reinstate the loan at this time.
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The mortgage company claims that I was late making a payment in XXXX of 2023. It was not late. I sent the mail certified. The mail got to their location in plenty of time.
Company Response:
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: Mr Cooper took over as my mortgage company and ever since I get many phone calls a week as well as emails about refinancing. In the beginning I kept telling them I am not interested and to stop calling me which they didn't do. Finely I figured if I let them go through their pitch they would leave me alone, but that has not happened. Time and time I have told them I do not want to refinance because all its going to do is raise my interest rate. This company does no more than try to pester and pressure its customers into refinancing wither they are interested or not. Don't know if it has anything to do with my trying to dodge them but within the last two years my Payment has jumped up over XXXX more than I was originally paying. Not over taxes but over insurance at which I believe my house is grossly over appraised and the insurance company says they can not lower the value from what the mortgage company says. Is this company trying to pull something to make me have to refinance at their rates? I don't know but I'm getting tired of feeling pressured.
Company Response:
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Please refer to document XXXX for pre -submitted supporting documentation. XXXX XXXX XX/XX/2023 Subject : Complaint Regarding Retaliatory Tactics and Account Status Changes To whom it may concern, I am writing to express my deep concern and dissatisfaction with the recent actions taken by Mr. Cooper Mortgage Company in response to my complaints. It has come to my attention that the company has engaged in what appears to be retaliatory tactics, specifically impacting my account history through repeated status changes. To provide context, I have been a loyal customer of Mr. Cooper Mortgage Company for almost 20 years and have always made consistent and timely mortgage payments. However, over the past few months, I have encountered various issues with the company 's services, which I have brought to your attention through multiple complaints. My concerns primarily revolve around inaccurate reports on my credit statements, which are CONSTANTLY CHANGED FROM TIME TO LATE. This is poor customer service, and it's been happening since XX/XX/2023. During my efforts to address these issues with your customer service department, I have observed an alarming pattern of account status changes that directly affect my credit history and financial stability. It is disheartening to note that these status changes have occurred immediately following each of my complaints. While I understand that mortgage companies may need to review accounts periodically, the timing of these changes raises severe concerns about the company 's motivations and intentions. The sudden negative impact on my credit score and the financial stress these actions have caused me is entirely unacceptable. I believe in open and honest communication to resolve issues, and I expect the same from a reputable company like Mr. Cooper Mortgage. I sincerely hope you will take my complaint seriously and investigate the matter thoroughly. I kindly request the following actions be taken : A comprehensive review of my account history focuses on recent status changes. Transparent communication regarding the reasons for these status changes, particularly their correlation with my complaints. Prompt correction of any inaccuracies or errors in my account history. Assurance that no further retaliatory actions will be taken against me due to my complaints. I believe in fair treatment and resolution of issues, and I trust that Mr. Cooper Mortgage Company shares these values. Thank you for your attention to this serious issue. Sincerely, XXXX XXXX
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A