Date Received: 2023-09-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: 3 years ago I divorced my husband. The house on XXXX XXXX was left to me in the divorce. The deed is in my name and I had the taxes and insurance put in my name due to the tornado that happened in 2021, so that the insurance settlement could be paid to me. I was contacted earlier this year ( XXXX ) by Mr. Cooper stating that because the insurance was in my name and not my ex husbands that they would not pay it and would take out a hazard policy because my name wasn't on the mortgage. They recommended doing an assumption, which I did and sent all the paperwork to them 6 months ago. I was told that they would pay my mortgage on a month to month basis until the assumption went through THEN I received 2 letters from Mr . Cooper. 1 stating that my insurance had been paid and 1 stating that they would not be paying. I sent both to my insurance company who tried to help me with the situation as best as they could, but we were never able to rectify it. I was sent another letter a few weeks ago stating that they had taken out a hazard insurance policy and when I checked my mortage payment it went from XXXX per month to XXXX per month. Now Mr . Cooper has been putting me on hold for 3 hours at a time and giving me the runaround. Please help.
Company Response:
State: TN
Zip: 382XX
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I discovered that some of the information on my credit report was incorrect when I reviewed it. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or the customer service representative of the said account. It is not permissible to fail to validate these reporting accounts as unverified information without providing any proof within the time frame specified by law. My credit report includes the following erroneous information that needs to be investigated and correct : XXXX XXXX
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: In XXXX my husband and I purchase a XXXX home a lemon a money pit financed by XXXX XXXX NY, unfortunately in order to keep up to date with the mortgage payment we filed XXXX XXXX for credit card debts, in XXXX We remain current on my mortgage payments until XXXX. Trying to maintain property we fell in default 2x and was approved for XXXX 2x for a modification loan. In XXXX XXXX after taking all monthly payment from us but never reporting them to credit bureau transferred our mortgage to Rushmore management. In XXXX my husband needed an emergency heating system replacement in addition emergency repairs were also needed. we fell behind four months mortgage I reach out to the Rushmore management the services assigned by XXXX in XXXX. Rushmore management advised me to apply for another modification I kept calling them and emailing them every week for status updates and was ask to resubmit multiple times documents we were waiting for modification approval for 10 Months in XXXX of XXXX A modification offer was approved, doubling our monthly mortgage payment with a high interest, I denied the offer in writing explaining that we can not afford to pay higher monthly mortgage In XX/XX/XXXX my daughter who serve in XXXX XXXX XXXX was XXXX for two months it was a very hard season to minimize stress In XXXX of XXXX I mailed a certified bank check to cover the 12 months now due to bring mortgage current, Rushmore refuse payment and returned certified check my home continued in illegally foreclosure process while waiting for a modification approval I applied for help when my loan was only four months delinquent servicer Rushmore management advised me to apply for another modification. To date Rushmore refuses to work with me directly and imposes additional attorney fees and foreclosure fees in which we can not afford to pay there attorney, Rushmore attorney have me In foreclosure settlement conference every month XX/XX/XXXXXXXX is the next settlement conference I need help in keeping my home and holding XXXX and there attorney and servicer accountable for the mental physical stress this has cause me and my family and financial hardship my tax liabilities I had to pay because my mortgage payment was not credited See attached
Company Response:
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: My mother and spouse, lived in AZ when medical difficulties arose, and they set up a reverse mortgage from Champion Mortgage to help pay their bills. Within 2 years of the death of her spouse, Mom was found to have XXXX XXXX, and her Power of Attorney paperwork enabled me to liquidate her assets, pay off the reverse mortgage and all outstanding debt. About that same time ( only 2 years ago ) Champion Mortgage was sold to Nationstar Mortgage, AKA MR.COOPER. Mom 's current Medicaid application for her ongoing care requires a copy of her loan disbursement transactions, which I am requesting via this complaint. I am uploading her POA paperwork AND HER SPOUSE 'S DEATH CERTIFICATE as proof of MY POWER OF ATTORNEY status for her affairs. Please send a copy of the full loan disbursement of my mother 's account from CHAMPION MORTGAGE to me so I can submit it on her behalf to MEDICAID.
Company Response:
State: IL
Zip: 60110
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
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: My last and most recent CFPB complaint was filed by me due to my lender, Mr. Cooper, listing my home for sale while they were still working with me to get financial help to save my home. This shows that there was no intention to help me. Mr. Cooper didn't inform me that I needed a copy of my divorce decree until they responded to my last CFPB complaint. This is even though I was in email contact with XXXX XXXX, of Mr. Cooper at the time. Then in their response they stated that they would cancel the sale when I sent a copy of the divorce decree. I sent the document on XX/XX/XXXX and spent XXXX dollars certified mail to get it there by XX/XX/XXXX. The certified receipt is # XXXX XXXX XXXX XXXX XXXX. Mr. Cooper has yet to cancel the sale. They did postpone the sale 30 days but the sale that never should have been started lingers on. They lied to me and they lied to CFPB. When they postponed the sale they still had my completed package for financial help. It was in their hands well before their 37 day before foreclosure sale rule. I need the sale stopped and my packet reviewed. I had major financial hardship and have proved it many times to Mr. Cooper. I'm not sure why they won't help. Another complaint is that Mr. Cooper has cut me off from communication. Their fax number for me sending documents doesn't work. I have witnesses showing that I used the write number. My emails don't get answered. Calling never gets me anywhere. I have been reduced to trying to communicate and sending documents through the XXXX. I can't get any answers. They seem to be ignoring me so they can sell my home. I need help
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-03
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: Private mortgage insurance (PMI)
Consumer Complaint: I wanted to remove PMI and requested to mortgage lender what was process. XX/XX/XXXX sent documents. XX/XX/XXXX requested an update. No response. XX/XX/XXXX sent another request for update. No resonse.
Company Response:
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: To CFPB Thank you for your help previously but documents that I received were incorrect. I received a document from XXXX saying this my shortage and its incorrect the amount of {$1600.00}. This next part of information is what I received from XXXX ; word for word : the enclosed payment history confirms on XXXX XXXX, funds in the amount of {$200.00} were received and applied to suspense, with the effective date of XXXX XXXX. Subsequently, on XX/XX/XXXX, funds in the amount {$790.00} were reversed from suspense, and applied to the XX/XX/XXXX, monthly payment, with the effective date of XX/XX/XXXX. XXXX also received your payment in the amount of {$790.00}. XXXX. Funds in the amount of {$790.00} was applied to the XX/XX/XXXX, monthly {$0.00} was applied to suspense, effective XX/XX/XXXX. Funds in the amount of {$680.00} were also received and applied to suspense, effective XX/XX/XXXX, XXXXThe funds were considered partial payments and were placed in suspense, as they were not sufficient to complete the next payment due. The {$200.00} was given to them and it was meant for the XXXX payment, they didn't apply it to my mortgage payment. also, they keep saying my payments are late because my due date is the first of the month, but I specifically told them to make my due date to the for the tenth of the month. I receive XXXX on XXXX XXXX of the month. They lied about the grace period. If you could help me, I would appreciate it could help me with XXXX. previous complaint number XXXX XXXX XXXX
Company Response:
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Rushmore Loan Management Letter dated XX/XX/XXXX states balance of {$2600.00} to paid before XX/XX/XXXX. Unable to make payment was told my loan was sold XX/XX/XXXX to Rushmore Servicing and they do not have information prior to XX/XX/XXXX - their balance is showing {$3200.00} I need to speak with someone regarding reciliation of payments and why are the late fees so high - this was never the amount previously - over {$100.00} a month I've called Rushmore Loan Managment for the last 2 days at XXXX and the number is not working. I've been asked to send my issue to the new servicer and they will help get a response : XXXX XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My familys generational inheritance is being taken stripped away through a systemic tactic by Nationstar/Servicers deliberate filing of a baseless foreclosure action founded upon a made-up Mortgage Default. Our family home has equity and is situated in a prime location in XXXXFlorida . The mortgage subject to this home is a Government backed FHA Reverse Mortgage. On XX/XX/XXXX, Nationstar/Servicer Filed a fake Foreclosure upon the Home Equity Conversion Mortgage - reverse mortgage. NATIONSTAR/SERVICER CONTINUES TO ENGAGE IN DECEPTION. Nationstar/Servicer has engaged in deception. Nationstar/Servicer made `` false promises '' to provide an accounting statement, induced reliance upon its false promises, while simultaneously filing and continuing a baseless and fake foreclosure action. Nationstar/Servicer has been repeatedly requested to provide an accounting of account statements payment history and account credits, and events that precipitated the default. Nationstar/Servicer continues to refuse to provide any statement of accounting or proof that prior payments have been properly credited. Before and after the made up default Nationstar/Servicer arbitrarily refused to accept tax and insurance payments or otherwise communicate regarding my request for a statement of accounting and or explanation of the default. NO NOTICE OR DEFAULT OR FORECLOSURE DUE PROCESS Despite repeated requests, Nationstar/Servicer refuses to provide the mandatory Notice Provisions, Notice of Intent to foreclose or any of the pre-closure / default remedies contained in the Reverse Mortgage Contract. The Cares Act, the National Housing Act Covid Protections, and RESPA regulations all contain mandatory Notice, Default and or Foreclosure due process provisions. Nationstar refused to adhere to any of these regulatory requirements nor will it provide a statement of accounting indicating whether these requested protections were applied to the account. RUNNING UP LEGAL EXPENSES AND UNNECESSARY LITIGATION COSTS TO ABSORB THE EQUITY IN THE HOME At the Mandatory Mediation Conference Nationstar/Servicer was repeatedly requested to provide an accounting of the transactional event ( s ) that precipitated the " default. Nationstar/Servicer refused to provide such an accounting. Its attorney repeatedly stated that I should get that information from my attorney or that your attorney will have to provide that information. On XX/XX/XXXX, Nationstar/Servicer claimed {$240000.00} was owed on the mortgage account. During the Mediation Conference on XX/XX/XXXX, Nationstar/Servicer claimed {$390000.00} was owed. Within 13 months, the amount claimed as owed has increased by {$150000.00}. Nationstar/Servicer refuses to provide a breakdown or accounting statement of the charges. Nationstar/Servicer stated that the only unreimbursed advancements it has incurred was {$1000.00} for the XXXX Tax Payment ( that came due after the default and foreclosure filing ) {$6000.00} for the XX/XX/XXXX Insurance payment and {$2200.00} for the XX/XX/XXXX insurance payment. Each of these costs occurred AFTER the made-up default and fake foreclosure filing. There is a {$78.00} fee for each day Mortgagee does not settle or turn over the property to Nationstar/Servicer INADEQUATE INTERNAL CONTROLS It appears this Mortgage is a bundled mortgage and Nationstar/Servicer does not have the account history to provide or it is refusing to provide statement of account / transaction history. Nationstar/Servicer appears to have no records of the Reverse Mortgage account history. Nationstar/Servicer appears to not have a Quality Assurance Program. Nationstar/Servicer appears to not have an Internal or External Audit Program Nationstar/Servicer appears to not have a Record Retention Program Nationstar/Servicer appears to not have a Systems and Records Accountability Process Nationstar/Servicer appears to not have No Internal Controls Nationstar/Servicer appears to not have 1st, 2nd or third Line of Defense Mechanisms to ensure its Notice, Default and Foreclosure processes are correct. It appears this Mortgage is a bundled mortgage and Nationstar/Servicer does not have the account history to provide or it is refusing to provide the history. PREDATORY BULLYING AND SEE YOU IN COURT THREATS OF FORECLOSURE Nationstar/Servicer obtains Federal money and services Federally backed mortgage loans. It is exerting its mighty power by engaging in predatory bullying in its refusal to provide a statement or accounting for a Federally backed loan and has precipitated a made-up default and has harassingly informed that Nationstar/Servicer will not be providing a statement accounting that my attorney needs to get those documents. Nationstar/Servicer remarks display a see you in court attitude. PREDATORY PRACTICES AND MADE-UP DEFAULT SCHEME Our family is marginalized. We are people of XXXX, of Haitian descent-and without the financial stability or monetary means to pay an attorney. Nationstar/Servicer has provided my family with no options or choices in this matter and is systemically forcing my family to consent to foreclosure judgement or go to trial ( and lose ) our home. My family is being robbed of its generational wealth through a systemic, tactical, and deliberate filing of a baseless foreclosure action founded upon a made-up Mortgage Default scheme. Please investigate this fake foreclosure and provide a Statement of mortgage loan accounting for the past 3 years, An explanation of the Covid-19 / Cares Act Reverse Mortgage forbearance loss mitigation services, Statement accounting during the Covid-19 / Cares Act servicing period, The balance of the escrow account on the loan default date An Escrow accounting depicting the events and transactions that precipitated the default, All amounts Nationstar/Servicer has advanced to the Reverse Mortgage along with the Dates and purpose of advancement, All Notices and Default Notices provided
Company Response:
State: FL
Zip: 33127
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Thank you, I explained some of this in the field above, here is the latest in a large number of emails i have written to Mr. Cooper, sent this morning " Good morning, I am the owner of apartment XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX New York XXXX XXXX. A condominium here in New York. Mr. Cooper purchased my loan from XXXX XXXX Bank in XXXX and I have made the XXXX, XXXX, XXXX, XXXX and XXXX payments, ( mailed today ) on time, each month. Not XXXX payment is missing, not XXXX payment was late. And each month you continue to send me threatening letters, I have received XXXX letters from Mr. Cooper in the last 14 days claiming I am in default. I am not. Here is the payment detail that you will see attached above : XX/XX/2023 XXXX XXXX XXXX XXXX XXXX CHECK XXXX SETTLED ON XX/XX/XXXX XX/XX/2023 XXXX XXXX XXXX XXXX XXXX CHECK XXXX SETTLED ON XX/XX/XXXX XX/XX/2023 XXXX XXXX XXXX CHECK XXXX SETTLED ON XX/XX/2023 XX/XX/2023 XXXX XXXX XXXX CHECK XXXX SETTLED ON XX/XX/2023 I will one more time forward proof of payment attached above with this email. If you continue after this to slander, libel, and harass me I will pass this matter to my attorneys. XXXX XXXX
Company Response:
State: NY
Zip: 11372
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A