Date Received: 2023-09-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: DEAR MR. COOPER / NATIONSTAR ; I was shocked when I reviewed my credit report and found late paymentS on the dates below : XXXX, XXXX, XXXX AND XX/XX/2023. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. Also, with everything going on, particularly XXXX, and being XXXX with XXXX, loss of a family member lately, and loss of job, etc. My only thought is that my monthly statement did not get to me.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/2023, Mr Cooper, my mortgage holder was sent a payment specificly sent to be applied to my escrow account. This payment was to be applied to the escrow to reduce my mortgage payment due to an increase in hazard insurance that caused my mortgage to go up {$400.00} a month!! They used the money for the late payment. I can't put my escrow balance for the required holding amount onto the end of my loan if I do a workout plan. I don't understand how or why the can use they money how they WANT and not how it was instructed to be used and sent??? After my hazard insurance went up and I was dropped from XXXX XXXX after XXXX years, I have learned more about this than I wish. Hope you can tell me that they can't do this ....
Company Response:
State: WA
Zip: 98277
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: XXXX payment of {$2600.00} was applied to suspense per cooper records. Not to the month of XXXX for that months contractual payment. There is no allocation of principle interest, or escrow ( PI & E ) the amount shows up in unapplied payments. See line 138 This would have been the first months payment after filing XXXX XXXX. So at this time there was no unaccounted for shortage. Then other payments are recorded more go to suspense some make it to PI & E. 5-1 2041.64, 6-14 2041.64, 6-21 2200, 6-22 2037.32, 7-18 2047.74 *557.48 6-21 *** there are other entries many I cant understand why its several pages for just a few months. Then XXXX the court ordered {$1500.00} agreed arrears for missed payments. Why was {$2600.00} put into suspense only to demand catch up of {$1500.00} there appears to be plenty of payments. Why did you apply XXXX payments to XXXX? It seems clear cooper applied my current payments to amounts prepetition months causing the account to look behind constantly when it was not. Bounce to line XXXX XX/XX/2022 applied to XXXX XXXX never takes filed months amounts out of a single running balance.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Late fees of {$36.00} charged 4 times on XXXX when there was nothing owed on XXXX, paid to date including the forced placed flood insurance deducted once again for {$1200.00} in XXXX, i still have not received the refunds from the flood insurance from XXXX, XXXX, XXXX and XXXX, now XXXX. Proof was given to mr cooper many times.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: I am adding a small parcel of land behind my existing property. I am NOT borrowing any additional money. I just need a signature on the plat for the city acknowledging that the mortgage holder is aware that I have added the land. Mr. Cooper/Nationstar Mortgage has thrown road block after road block up and will not sign. They have asked for an appraisal of my property without the land, an appraisal of the property with the land, value of the land, a title search, a hazardous material study, a survey with old property description and new property description, letter of intent from the borrower ( I am not borrowing money ) and a copy of the purchase agreement. All of this to add land to my existing property with which the mortgage company will hold as additional collateral. To top it off the current owner is essentially giving me the land at the cost of a survey and closing costs. They don't have access to the land and I have need maintaining it for years. They are being so nice and I can not act because Mr Cooper/Nationstar won't sign.
Company Response:
State: AL
Zip: 35613
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: After my father passed away, it took a over a year to get the courts to name me as executor of the estate. Admittedly, the account has not been paid as the estate has no assets. I am in the process of trying to sell the home to pay off what I can on the mortgage. Mr. Cooper calls me on a weekly basis. I have tried to update them and have been very open about the issues I have had. When I can't answer, they leave a voicemail with a number to call them back. When I call back, I get an automated system that says " Thank you for calling Mr. Cooper, it appears you have reached us by mistake, your loan is serviced by Mr. Cooper ''. I get past that message and then hit an automated system that tells me to enter the last 4 of the SS number or the account number. I am unable to get past this. I have been lucky a few times and have actually been able to reach a person. I have no idea why it worked. Most times, it's just 20 minutes of an automates system telling me that they need to verify my info before they can speak to me. Today, I somehow actually got a person who told me they were calling because they needed a copy of the death certificate. I have provided this ( via email with proof ), 3 times already. I sent it again. I asked for help with the verification system and they said they can't. I asked for a supervisor and was told that my call would be sent over to escalation. After 20 minutes of not being answered, I hung up. Today I spoke with a woman named XXXX. I am trying my best to settle this account. If Mr Cooper is going to continuously call me and leave messages with a number that I can not call back on, I feel they are simply harassing me and trying to make it look like I am not being responsive. No one at Mr Cooper will help me.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 14227
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act, this creditor has violated my rights, under 15 USC 1681 section 602 states I have a right to privacy. 15 USC 1681 section 604A section 2 it also states a consumer reporting agency can not furnish an account with out my written instruction. Under 15 USC 1666B a creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OK
Zip: 73160
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: Consumer Financial Protection Bureau RE : Property Address : XXXX XXXX XXXX, XXXX, CA XXXX Dear Officials : We, XXXX, and XXXX XXXX are writing to you to ask for your help on this matter pertaining to property at XXXX XXXX XXXX, XXXX, Ca XXXX, XXXX XXXX. We bought the property for my son, daughter in-law to be closer to us since they were expecting our first grandchild. We have been mistreated and have had this issue mishandled by XXXX XXXX XXXX XXXX who were the loan servicer for many years. This company has been purchased by an investment trust called XXXX XXXX XXXX XXXX who XXXX to now be handling the loan. We purchased the property in a foreclosure sale on XX/XX/XXXX, and have been trying to pay off the loan since purchase. We called and called many times to Rushmore with no help at all and they were always rude and loud to us. Finally, XXXX nice lady answered my email and said that they are waiting to confirm that you are the owner, even though we had sent them the copies of the deed in our name. On XX/XX/XXXX we opened XXXX with XXXX XXXX XXXX, XXXX XXXX. She requested and demanded a couple of times for the payoff from XXXX with no response from them at all. Due to Rushmores nonresponse in providing the original note, we took it upon ourselves to send them {$100000.00} on XX/XX/XXXX to cover any late payments and principal, and also, we paid back taxes that were due to the XXXX XXXX. Unfortunately, to this day we still have not received a copy of the original note or the payoff demand. After they took the money, we think, the XXXX company computed the {$100000.00} divided by 12 months of a year and came up with 11.5 % which is unheard of!! Then XXXX started sending XXXX XXXX mortgage bills to pay them. We have repeatedly asked them to provide us with the original note, through emails, letters, fax, and certified mail without any response. XXXX has been very difficult to deal with, even rude, when we spoke to someone by yelling and saying we were not the owners, and now we are unable to speak with anyone and they give us the runaround without resolving the issue. They refuse to recognize XXXX XXXX as the owner and would only direct mail to the previous deceased owner and XXXX XXXX. I even had a hard time and was unable to retrieve the certified postal mail because they directed it to the deceased man. Now XXXX has sold the note to XXXX XXXX company. We asked them in writing why the note and the loan was not offered to us!?! Now we have been getting foreclosure notices since XXXX, and all these multiple notices of default and foreclosures are directed now to XXXX XXXX, XXXX XXXX, and the Deceased! Suddenly now they are recognizing XXXX XXXX as the owner!!! It seems that we would have to start the whole process again with the new company XXXX XXXX, even though they should have all the paperwork from XXXX. It has been a nightmare! I am XXXX XXXX XXXX ( with medical issues ), and my wife is XXXX XXXX XXXX, and we are tired and so worried that the property will be taken from under us. We have sleepless nights worried that we cant get through to the company to provide us with the information we have requested to pay them off with the fair value of the loan. I am attaching more detailed information, which contains a copy of certified letter and other mail sent to XXXX XXXX XXXX XXXX This is a grave matter, and we are desperate and seeking your help. Since they have been sending us foreclosure notices since XXXX, we request your help urgently to have the XXXX XXXX XXXX XXXX XXXX XXXX us so we can make a fair payoff with the terms of the original loan. Thank you for your help!
Company Response:
State: CA
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: 2023-10-01
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I have filed 10 complaints since XX/XX/2023 on CFPB yo receive all documents billed yo me in XX/XX/2023 for {$2800.00} in LEGAL FEES billed to me. I LEAGALLY REQUEST ALL DOCUMENTS TO VALIDATE THESE LEGAL FEES BILLED TO ME IN XX/XX/2023. NOT ANYTHING THAT IS NOT THE LEGAL FEES.
Company Response:
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I received a call from my insurance letting me know that they received a call from my mortgage company Nationstar Mortgage - Mr. Cooper, asking if my insurance policy was still active. The insurance company called me and informed me that my policy was cancelled XX/XX/2022 for lack of payment. As my insurance payment is included in my escrow account, this means the mortgage company failed to comply with XXXX Timely escrow payments and treatment of escrow account balances. The last payment they made to my insurance company was in XXXX of XXXX. This is the second time my home insurance has been cancelled with Nationstar as my mortgage company. I am horrified to find out that my family and I have had no home insurance for a year. Living in California I have experienced many earthquakes and live close to some devastating fires. Without insurance, my family and I would have lost everything because of their negligence. I am extremely concerned that this will happen again and my home owners insurance will lapse again. This is unacceptable and incredibly stressful. I tried contacting them today, but was put on a message loop and was unable to speak to anyone.
Company Response:
State: CA
Zip: 92019
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A