Date Received: 2023-09-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I sold my home on XX/XX/2023. I called NationStar to inform them of the sell-closing and requested a letter to verfiy the account was paid in full with XXXX balance. The account is shown open with a balance owed on XXXX, XXXX, and XXXX etc ... as if I Stopped paying the mortgage. Nationstar Mortgage LLC d/b/a Mr. Cooper even sent me a check for a Payoff refund check dated XX/XX/2023.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have screenshots On XX/XX/2023, Mr Cooper sent a a Letter of escrow shortage. With a dramatic increase in our monthly payment. My payment was XXXX, they wanted me to pay over XXXX. So, I opted for paying the escrow shortage and continuing on with my life. I log on today and they say I am late for XXXX and are charging me XXXX dollars. Yet, my XX/XX/XXXX ( XXXX payment made in XXXX ). payment was for XXXX which I sent as I always send. My usual payment is XXXX. I have been paying XXXX all year with the excess going to principal not escrow. The agent today said that the payment was not in full so they applied it to principal making it look like I did not pay my mortgage. The agent went onto to say my reg payment is XXXX or something around that. It makes no sense. I paid the full escrow amount, why would I double pay that through my mortgage? Also, they never run my escrow in the summer. They seem to be doing things completely out of order. They always ran it the beginning of XXXX. But neither here nor there! I have my XXXX mortgage payment ( paid in XXXX ) sent the usual way, Sitting at the bank and misapplied to principal. I actually made my XXXX payment for XXXX today. I am never late and never short. I need help because this is affecting my credit score which is in the XXXX. With me paying the full escrow shortage my mortgage payment should never have changed. The next thing they pay is in XXXX and is XXXX. XXXX a month goes towards my escrow. They will have ( and if they do not, I will add it ) the money to pay my bills ). It is this escrow nonsense that makes me crazy. I sit in a home worth a XXXX with a XXXX mortgage and I have to have them pay my bills. It is a scam. The entire banks holding your money to pay your bills is a giant scam. Nonetheless, please help.
Company Response:
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
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 am writing to convey my ongoing concern regarding an erroneous late payment entry on my credit report. Despite multiple requests for resolution, this issue remains uncorrected. Specifically, I am addressing an alleged late payment which has been reported by NATIONSTAR/MR COOPER under account # XXXX. I want to stress that this late payment entry is inaccurately recorded, and I have provided substantial evidence confirming my consistent and timely payments to NATIONSTAR/MR COOPER . Despite my previous attempts to rectify this matter and the supporting documentation I have submitted, the incorrect late payment entry continues to appear on my credit report. I kindly request that you take the necessary steps to rectify and remove this inaccurate late payment entry from my credit report. Please ensure that this account is corrected.
Company Response:
State: CT
Zip: 06042
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: In XX/XX/2023, I received an alert from my credit monitoring service that I have hit a milestone of paying off 20 % of my mortgage. I called my company and requested PMI to be removed and asked what I need to do to get this completed. They informed me that I still had more PMI until XXXX. Fine. Called in XXXX. Said again oh no got XXXX more payment. Fine. Call XXXX, told yes PMI is removed you are all set. Also chatted through online service. I keep tracking as my payment is due XX/XX/XXXX but nothing changes. From the second week of XXXX until XX/XX/XXXX I have called and chatted with some 7 times each person assuring me it is just a technical error, they told me my new payment amount and assured me that my account will be updated in 3-5 business days. They instructed me to make partial payment and submit the new amount due and the system would be fixed nothing will happen. I have now been charged a late fee and am worried that my credit will take a hit as they are not doing anything.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 48154
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My home was damaged by XXXX XXXX. My mortgage company Mr. Cooper is once again holding insurance damage benefits and not releasing funds to finish repairing my home. I overnighted an endorsed check to Mr. Cooper 2 weeks ago. They are continuing to hold the funds. The house is over 70 % finished. This is the second complaint I am sending to them for the same issue. They are very familiar with what I am talking about.
Company Response:
State: LA
Zip: 70001
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Pursuant to the Fair Credit Reporting Act 15 USC 1681 XXXX XXXX and XXXX are consumer reporting agencies and I am the consumer. I have the right to ensure my private information isnt shared in accordance with 15 USC 6801 which states It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. NATIONSTAR DBA MR . COOPER., is a financial institution as defined in title 15 USC 1681. Titel 15 USC 1681 section 604 subsection 2 states In general subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. NATIONSTAR DBA MR . COOPER., the financial institution and the consumer reporting agencies XXXX XXXX XXXX and XXXX do not have my consent to furnish this information and they do not have my written consent. Any and all consent to XXXX, XXXX, XXXX, NATIONSTAR DBA MR. COOPER, whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless -- - the consumer is given an explanation of how the consumer can exercise that nondisclosure option. NATIONSTAR DBA MR. COOPER, failed to inform me of my right to exercise my nondisclosure option. 15 USC 1681c ( a ) ( 5 ) states Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information, any other adverse information, other than records of convictions of crimes which antedates the report by more than seven years. This account is an adverse item they are reporting again without my permission which is unlawful. 15 USC 1681s-2 ( A ) ( 1 ) states A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 USC 1681e states Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of title 15 and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures. 12 CFR 1016.7 states A consumer may exercise the right to opt out at any time. I am opting out of your reporting services. NATIONSTAR DBA MR. COOPER, has also engaged in identity theft. NATIONSTAR DBA MR . COOPER., used my social security number to report private information to the consumer reporting agencies, which is also a violation of the Privacy Act of 1974. Each month that NATIONSTAR DBA MR. COOPER, reported my private information without consent is a violation of the Fair Credit Reporting act. WHEREFORE, I demand {$1000.00} per violation of the Fair Credit Reporting Act and I also demand the account be deleted from all Consumer Reporting Agencies reports.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 29673
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: For over the past 2 yrs Ive been experiencing undue stress as it relates to the handling of my mortgage payments by Mr Cooper. 1. Ive been requesting to separate my mortgage payments from my escrow for 2 yrs 2. Application of late payment fees when I was already part-taking in the Covid relief program 3. More recently an outer cycle analysis was done after I made payment on their website for XXXXmy account states unapplied funds. According to XXXX on XX/XX/ my mortgage payment was increase I received no notification. On the date I paid my mortgage the amount to be paid was paid in full 4. I was told that the outer cycle analysis was completed because I requested to make payments separate from my escrow payments 5. I was denied my request to separate my mortgage from escrow - reason given was I missed my tax payment to XXXX XXXX. I asked How can I miss paying my taxes when all payments were being sent to Mr Cooper ever since Ive been with this company Ive been given the run around as it relates to payments and communication, I was promised that Im able to pay mortgage payments separately from my escrow after 12 months of straight payments now its that time and Im having problems again
Company Response:
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The company contacted me via phone after I had complained about their repeated calls and they had told me they had removed my number from my account and flagged it as no contact. I previously made a complaint about this, and many other things. The company did not even address this in their response. The company also had several employees lie to me and make bad faith suggestions on the phone and through their chat service. This was also not addressed in their response.
Company Response:
State: PA
Zip: 15210
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I escrow and my insurance payment to XXXX insurance was due by XXXX XXXX has yet to receive the payment Mr. Cooper claims to have made to them on XXXX The payment was due by XXXX, if it's a 2 week processing time, it should have been sent sooner than XXXX. Because of this, they have cancelled my homeowners policy and will not reinstate it until payment is received. I have attempted to contact Mr. Cooper on numerous occasions and their auto attendant does not allow you to reach an actual person. I've tried every single number provided to me. I have opened XXXX support tickets since XX/XX/XXXX ( XXXX, XXXX, and XXXX ) and all they do is respond with an automated message that list numbers that don't get you anywhere and confirm that they claim to have sent payment XXXX. As of today, XX/XX/XXXX, XXXX has still not received the payment. Numbers I have attempted to reach them on ; XXXX, XXXX, XXXX I have also attempted to chat with them, it's a robot.
Company Response:
State: MO
Zip: 63379
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Obtained mortgage on XX/XX/XXXX from XXXX XXXX XXXX. They sold loan to XXXX on XX/XX/XXXX. XXXX assigned servicing to XXXX XXXX XXXX on XX/XX/XXXX. Now they assigned servicing to Mr. Cooper effective XX/XX/XXXX. I issued check XXXX XXXX on XX/XX/XXXX to Mr. Cooper. Apparently, the check has not been processed ( under the prompt crediting rule ) On XX/XX/XXXX, received call from Mr. Cooper Loans ( XXXX ). Voice message stated this is Mr. Cooper debt collection. Call XXXX within XXXX XXXX must use personal code : XXXX XXXX. On XX/XX/XXXX, received the above same message new code XXXX. On XX/XX/XXXX, called Mr. Cooper and spoke to XXXX XXXX about above. She stated their records does not show receipt of payment. I advised mail had not been returned so they are in receipt of payment but have not processed. Her only advised was to contact my bank! ( What would that accomplish if they failed to process check? ) I have never had XXXX XXXXXXXX calling me and do not want this to continue!
Company Response:
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A