Date Received: 2023-10-06
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Mr. Cooper has tried to foreclose my co-op unit behind my back and I don't have a loan with them. They claim they are the mortgage company for the loan. They claim they have been sending me letters for years. I have not received the letters they have claimed they have sent me. They have been illegally taking money from the current board of my co-op without my permission, or knowledge. They claim they have documents that confirms my identity, but none of their documents match up. They have different names on different documents. They have collected money from the property manager " XXXX XXXX XXXX '', which I don't approve of either. None of the letters sent that they are showing me the envelopes of these mailings. When I reached out to them about it they refuse to give me consolidated evidence of their records. I have denied the whole loan. They will not give me a clear history of payments, or records they have on file since loan inception. This is predatory behavior, property theft, identity theft, and defamation.
Company Response:
State: NY
Zip: 10026
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
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 writing to file a formal complaint against Mr. Cooper Group Inc., a company engaged in mortgage services. I believe it is crucial to bring to your attention the persistent issues I have encountered in my interactions with this company. While I am not disclosing personal information such as my name, address, or account number, I am providing relevant dates and names of representatives involved. My complaint revolves around ongoing communication and document discrepancies related to my mortgage account with Mr. Cooper. Despite numerous attempts to address these issues with Mr. Cooper representatives, the matter remains unresolved. Key details of my complaint include : * Ineffective Communication : * Date : Since my first contact with Mr. Cooper. * Mr. Cooper representatives, including XXXX on XX/XX/XXXX, repeatedly assured me of resolution but failed to maintain communication. * Document Discrepancies : * Date : Ongoing. * The loan documents contain an inaccurate " legal property description '' that does not reflect my property, specifically omitting the house structure. * Unresponsive Customer Service : * Date : Throughout my interactions with Mr. Cooper. * Despite multiple emails, voicemails, and responses to automated calls, Mr. Cooper 's representatives have not addressed the core issue. Additionally, I wish to inform you that an additional letter was sent to Mr. Cooper via XXXX on XX/XX/XXXX, requesting correction of the legal property description so that my loan accurately reflects the home I reside in. This correction is essential for signing the loan modification documents and initiating payments on the modified loan. The UPS tracking number for this letter is XXXX, and it was received by Mr. Cooper on XX/XX/XXXX, at XXXX XXXX Signed by : XXXX. I can not determine if this company is extremely disorganized and simply can not keep track of this issue or if they do not understand the issue. I WANT TO AND I AM ABLE TO PAY MY LOAN! I SIMPLY NEED MY LOAN TO ACTUALLY DESCRIBE MY HOME AND NOT AN EMPTY LOT AS IT DOES NOW!!! I kindly request that the CFPB forward this complaint, along with the details of the additional letter sent via XXXX, to Mr. Cooper Group Inc. for a swift resolution. I believe that intervention from your agency is necessary to ensure the appropriate corrective actions are taken. Thank you for your attention to this matter. I trust that the CFPB will facilitate a prompt and satisfactory resolution.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
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 Personal Rep for my daughter 's estate, obtained Homeowner 's Insurance for her property from XXXX XXXX XXXX that was within the required parameters of coverage, effective after her policy expired ; policy effective XX/XX/23. Telephone contact with XXXX XXXX XXXX revealed that Nation Star Mortgage dba Mr. Cooper bought the policy without notice or my permission and did not reflect initial payment of {$1600.00}, which is affecting escrow account, and they are wanting additional payment. I received no notification or correspondence from Mr. Cooper; found the insurance status by searching their website myself. Attorney and I both unable to contact Mr. Cooper successfully ; put on hold and then left without any further contact from " customer service. '' property mortgage address : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
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 in the final stages of a loan modification. I drove to the corporate office in XXXX, California on Saturday XX/XX/XXXX because I had been unable to get anyone on the phone at Rushmore for Over Two Weeks. The only way they accept payment is by calling in to speak to an agent. I went to the corporate office to drop a check I have time-stamped pictures showing that I was there. When I logged in to see if the check was accepted my account says my loan was transferred to Rushmore Servicing XXXX. When I call Rushmore Servicing I only get a voice message that says my account is with XXXX XXXX but when I call XXXX XXXX they say they sold my loan in XXXX!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! THIS IS A JOKE AND LENDERS SHOULD NOT BE ALLOWED TO OPERATE LIKE THIS! I NEED TO SPEAK TO A SUPERVISOR. I NEED CONFIRMATION OF MY XXXX PAYMENT I NEED TO KNOW WHERE TO SEND MY XXXX PAYMENT I NEED AN UPDATED STATEMENT AND I NEED COPIES OF THE ORIGINAL MORTGAGE CONTRACT! TODAY I CAN NOT WAIT ANYMORE.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: On XX/XX/2023, Rushmore Loan Management Servicing LLC was paid for the months of XXXX, XXXX, XXXX, and XX/XX/2023 Mortgage payments with the grant of {$12000.00} ( Maryland Homeowner 's Assistance Fund ). The XX/XX/2023 mortgage statement indicated the amount total amount due was {$11000.00}, which includes {$260.00} late fees. The Maryland HAF grant of {$12000.00} paid for the past due mortgages for XXXX, XXXX, and XX/XX/2023 including late fees, as well as paid in advance XX/XX/2023 mortgage payment. ( RLMS Loan # XXXX ) On XX/XX/2023, the loan was transferred to new servicing XXXX XXXX XXXX XXXX Rushmore Servicing with new loan XXXX XXXX. The new XXXX XXXX is charging additional late fees totally {$340.00}, which were already collected prior to transferring the loan, but were not adjusted /credited by the prior servicing. The new loan setup documented transaction history indicates that the escrow balance of {$9100.00} was sent as transaction no. 11 and the surplus collected last fees was sent as transaction 12 in the amount of {$340.00}. The prior servicing told me that the surplus of {$540.00} was being sent with the escrow balance for the new servicer to make the adjustment ( {$12000.00} minus XXXX = {$540.00} surplus ). The escrow analysis has been completed and they are refunding me {$150.00} ; however, they are still not acknowledging the the former loan servicer transferred the {$340.00} late fees paid. Also note that they are illegally assessing a late fee for the month XX/XX/2023 mortgage which was paid and received in advance in XX/XX/2023. The grace period on my loan for late fee is after the XXXX of the month. XXXX was received prior to the month of XXXX and prior to the grace period deadline ; however, both the Rushmore Servicing will not make the adjustment to my account. The entire late fees for XXXX, XXXX and XX/XX/2023 were paid with the signed agreement between Maryland Homeowner 's Assistant Fund and Rushmore Loan Management Servcing LLC. The new Rushmore Servicing has employeed the former employees of prior servicing has been provided all of the document sent via at mailed XXXX XXXX XXXX, XXXX, TX XXXX. I am dealing with the same employees in the dispute department because the former and new servicing are the same personnel who will not take action to correct the late fees charges on my mortgage loan. I am current on my mortgage and the next payment due is XX/XX/2023, with the grace period for late fee applied by the XXXX of XXXX.
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: previous requests were not fufilled by said company .... i am asking for accommodation for all late payments on my credit report by XXXX XXXX according to 15 USC 1681s-2 ( f ) I am demanding Mr cooper remove any late payment received during the covered period with proof of removal
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Predatory closing. I had an original 80/20 loan in which the 20 % expired in 10 years in which I was tricked into signing. This caused multiple close calls for foreclosure and stress.
Company Response:
State: VA
Zip: 23185
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/XXXX RightPath Servicing sent me a notice informing me that my betterments and improvements insurance had expired when at no time did my insurance expire. Due to the claim by RightPath Servicing that my hazard insurance expired, I sent RightPath Servicing proof of hazard insurance ( Condo Assoc. Master Policy ) on XX/XX/XXXX. A confirmation email was sent in response by RightPath Servicing, acknowledging receipt of the documents I provided. On XX/XX/XXXX I received a Second and Final Notice dated XX/XX/XXXX. This second and final notice was in the format provided by the CFPB ( XXXX ) or Model Form to be used if no response was sent to the servicer after sending a first notice ( XXXX ) to the borrower. Again, RightPath Servicing did receive proof of insurance on XX/XX/XXXX as confirmed by the documents confirmation response I received. This would have required RightPath Servicing to use the XXXX Model Form for Second and Final Notice. The Second and Final Notice, in the no response format sent by RightPath Servicing, requires the second and final notice to have the same language as the first notice. It does not. The XXXX Model Forms place the words hazard and insurance type in brackets [ ]. If RightPath Servicing had properly drafted these notices, HO-6 Insurance would have been placed in these brackets as [ insurance type ]. Hazard insurance is not a type of insurance that can be purchased but HO-6 insurance is, as referenced in XXXX XXXX XXXX XXXX XXXX XXXX RightPath Servicing is aware of this insurance type as they referred me to XXXX XXXX XXXX Servicer Guide in a response letter dated XX/XX/XXXX, to my complaint. RightPath Servicing has sent a letter detailing a timeline for HO-6 insurance and clearly take the position that my hazard insurance was insufficient, not expired or about to expire. In a letter dated XX/XX/XXXX, RightPath Servicing states ; XX/XX/XXXX - Loan transferred to RightPath Servicing with no HO6 insurance XXXX details. RightPath Servicing does not state hazard insurance expired, in this timeline, as they do in the first and second notices regarding forced placed insurance. In this same response letter dated XX/XX/XXXX RightPath Servicing states ; XX/XX/XXXX - No response to initial letter provided ; a second and final LPI notice was issued. This is simply not true, insurance documents were sent on XX/XX/XXXX and a confirmation email for receipt of these documents was received by me. Also, within this timeline, it states ; XX/XX/XXXX - LPI was added to the account on policy # XXXX - term XX/XX/XXXX through XX/XX/XXXX, with a premium amount of {$4900.00}. I informed RightPath Servicing that I never received a notice from them that HO6 insurance was placed on my property at my expense. In a response letter dated XX/XX/XXXX RightPath Servicing explains that they did not send a notice of HO6 insurance and states : Regarding your claim that the final notice of placement of HO-6 insurance dated XX/XX/XXXX was never sent and never existed, please be informed that the insurance-related letters were sent directly from our insurance vendor and was not in our imaging system. The timeline of events, XX/XX/XXXX, does not state a notice was sent. On XX/XX/XXXX RightPath Servicing received contact information for borrowers insurance provider via email. At no time does RightPath Servicing provide proof that they contacted my insurance provider in order to satisfy the Reasonable Basis requirement for imposing forced placed insurance. RightPath Servicing has never provided a copy of a cancellation, expiration or non-renewal document from borrowers insurance provider, this document must be provided to satisfy the Reasonable Basis requirement. In addition, RightPath Servicing does not identify the type of hazard insurance they claim to require, hazard insurance is a broad term used to identify forced placed insurance but it does not identify the type of forced placed insurance. XXXX XXXX lists HO-6 as the insurance type, they do not simply list hazard insurance. The proof of insurance documents sent to RightPath Servicing on XX/XX/XXXX shows the insurance policy to carry an additional coinsurance clause. Again, RightPath Servicing refers me to Chapter 4703.2c in a response letter dated XX/XX/XXXX and within this Chapter it 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. To date, RightPath Servicing continues to claim they have properly noticed me in regards to forced placed insurance. This is not true, as detailed above. RightPath Servicing has and continues to cause me great financial harm as well as unnecessary personal injury.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: When the mortgage was with XXXX XXXX, I called about getting my XXXX removed. They sent me a letter that explained what I needed to pay to have the XXXX removed. I paid the additional amount to get to 80 % XXXX and have the XXXX removed. Before I could confirm that everything was in order, XXXX XXXX sold the mortgage to MrCooper and would not talk with me any longer. I chased and had to call MrCooper every other week for 2 months in order to get the principal payment applied to my mortgage. Finally, the payment was applied to principal ( which should have occured before XXXX XXXX moved the martgage to MrCooper ). Now when I ask if I paid XXXX while the mortgage is at MrCooper, the MrCooper folks tell me I paid {$44.00} over 2 months to XXXX. I requested they refund the money to me. They explain that according to their notes over the last months, I did not do what was required and when it was required. They will not refund the {$44.00} to me, explaining their process was satisfied.
Company Response:
State: IL
Zip: 60645
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: The loan is transferring from XXXX XXXX XXXX XXXX to XXXX XXXX. Attempted to make payment XX/XX/2023. The website says that I am unable to pay until XXXX. Most everyone 's loan is due on the first. They say no late fees, but this is still costing interest daily. Multiplying the interest everyone is forced to pay while they transition including mine is not right. They should have been ready to receive payments-they are a servicing company. I should not incur extra interest due to them not being ready to accept payments.
Company Response:
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A