Date Received: 2023-09-14
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have auto pay set up then they claim I made a payment online on SatXX/XX/XXXX. I did NOT log in or make any payments. The extra payment was PULLED from TWO of my accounts by Mr Cooper. I read this you guys investigated the exact same thing back in XXXX affecting XXXX customers back then. I don't know how many others are affected, but I have two mortgages with them and BOTH of my accounts were double withdrawn on XX/XX/XXXX.
Company Response:
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Mr. cooper, as the servicer of my mortgage, disabled my automatic payment. I was only made aware through a collection call after the payment went unpaid for 10 days. I promptly made the payment and reestablished the auto payment. There was no notification my auto pay had been disabled.
Company Response:
State: DE
Zip: 19810
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XXXX XX/XX/2023 I called my mortgage companys, Mr . Cooper, escrow department to close my escrow account. My escrow account was sitting at XXXXXXXX XXXX when I called. My account was assessed to find out if I qualified for closure of said account and I was preapproved ( pre approval number XXXX ). I made a my regular monthly mortgage payment on XXXX XX/XX/2023 which should have put my escrow balance at XXXX XXXX On XXXX XX/XX/2023 there are multiple transactions on my account that put my account in the negative XXXX XXXX I tried message chat and the companys ticket system to fix the issue but was still denied my account closure. I called an agent today, XXXX XX/XX/2023, to try to fix the issue but that phone call ended up going nowhere. I switched over insurance companies to a lesser, more affordable company on XXXX XX/XX/2023. I requested an escrow analysis before I deposited then transferred my returned insurance payment. The escrow analysis was performed XXXX XX/XX/2023, I was told I had too much money in my escrow account and would be receiving a refund. Since my bank rejected the direct deposit from my checking account I was never issued a check from Mr. Cooper. My escrow account is being tampered with yet no one at the company has done a thorough investigation into these happenings and Im still in the negative with a denial for closure. I had no issues with Mr. Cooper until as of late.
Company Response:
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to Nationstar Dba Mrcoo XXXX. 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 Nationstars customer service representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92201
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Note : while I am writing this complaint, it is coming from both my husband and I, so there are parts where I do use " we '', " us '' or " our '', and others where " I '' or " me '' are more appropriate. There are really two situations going on, but we are going to start with the most recent one first. Situation 1 We sent in a partial payment for XXXX in the amount of {$3200.00} ( came out of our account on XX/XX/2023 but I think we might have set up earlier ), due to the other situation we will explain at the end. It was enough to cover the Principal and Interest ( P & I ) payment of {$2700.00}, and still have some left over for taxes and insurance. When I spoke to Mr. Cooper on XX/XX/2023, they refused to post the payment without the remaining Escrow portion. I have tried to make clear to them that the amount that needs to be paid for us to be considered current, per our loan documents, is just the P & I amount ( {$2700.00} ), not taxes and insurance. Due to not being able to get them to post it ( had one person say she understood what I was explaining ), that same day I requested they remove the Escrow from our account. This was approved on XX/XX/2023, but won't be completely finish until XX/XX/2023. On XX/XX/2023, we sent them proof showing this, which was our Note highlighting the applicable sections about Monthly Payment and Delinquency. On top of that, their site shows that they will charge us the late fee of {$130.00} if the remaining {$570.00} is not received by XX/XX/2023. The {$130.00} is 5 % of our monthly payment, which is what our Note says, yet they want to charge us the late fee for not paying Escrow. The Escrow is not due until next year, they have 2 monthly payments of Taxes and Insurance extra from closing sitting in there already. Being that I previously worked in the Mortgage industry for a little under 22 years this concerned me, as : -How many other customers have become delinquent even though they made their P & I payment? -How many other customers did this result in negative credit reporting? -How many other customers were foreclosed? Situation 2 ( they have all this information already, but can provide again if needed ) Previous Situation reported to XXXX : The reason we only sent in a partial payment for XXXX is their failure to complete the recast in sufficient time. We closed on our loan with XXXX on XX/XX/2023, and shortly after that they sent the servicing to Mr. Cooper. We requested information on how to do a recast, as we knew ( long before closing, and notified XXXX ) that we would be receiving money from the sale of our land to put down on the mortgage ( did not come in until after closing unfortunately ). The recast request did not state how to pay the additional principal ( curtailment ), so we got it set up to go with our XXXX payment to XXXX. We paid this on XX/XX/2023 through the XXXX site ( it posted to their system XX/XX/2023 ). On XX/XX/2023, we sent Mr. Cooper the signed recast request with the {$250.00} fee, gave them the information on the curtailment made to XXXX ( {$100000.00} ), and calculated out the balance we would expect the payment amount to be determined to be effective XXXX. The Subordination department at Mr. Cooper confirmed receipt of the request on XX/XX/2023 and that it was approved, but said they had not received the curtailment ( to be clear they said a lower amount, which already concerned me ). I followed up the same day to point out that I did mentioned on the request the curtailment of {$100000.00} to XXXX was already made. XX/XX/2023, I received notice from the Subordination department that they still did not have the curtailment, so I called XXXX and confirmed it will be sent that week, which I relayed to them. Crickets the rest of XXXX. I confirmed late on XX/XX/2023 that the curtailment was now displaying on their system ( showing XX/XX/2023 mind you ), and I followed up with the Subordination department again on XX/XX/2023. Later that day, I receive an e-mail with the Modification showing the effective payment as being XXXX. I was livid. Not once were we told there would be any delay in this due to the originating company having the money, and Mr. Cooper sub-servicing the loan. Multiple times we provided documentation showing that we had taken all the necessary steps, but they refused to accept their error. We reported it to the XXXX and disagreed with their response. Even the originator of the loan, XXXX, attempted to contact Mr. Cooper to have them resolve, and he was equally frustrated ( he requested they transfer the sub-servicing to XXXX, but he was not sure they would do so ). I even had someone say that they talked to my husband, when it was really the originator of the loan, and she had the audacity, when I said that wasn't my husband, to use my husband 's name ( clearly reading from our file ). Very concerning on what kind of security processes they have in place. While we still did not agree with the Modification having XXXX 's payment, we signed and sent by the deadline ( XX/XX/2023 ), to avoid further delays, and we commented on the cover page to make it clear we still did not agree. They received it on XX/XX/2023 and processed for the XXXX payment. Since we did everything required of us for it to be effective for XXXX 's payment, we calculated out what the payment actually should be with Taxes and Insurance, and that is why we paid the {$3200.00} mentioned above. Even though we don't mind not having an Escrow account ( don't like that they can earn interest on our money ), we should not have had to do this in order to get our payment made for XXXX. We also should not have had to wait for the Recast to be effective another month. Part of their claim on this is that XXXX is the investor, but once again, I am aware, from working in Mortgage, that they can buy back from the investor to make something right that they did in error. We have no confidence in this company or their ability to read the loan documents that they are supposed to be executing.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I made a complaint 2 days ago about harassing calls from Mr Cooper. I was assured the calls would stop, but I received another one at XXXX. last night. The calls, that I've been receiving for months, even though my accounts are in good standing, always demand I contact them as soon as possible, but Mr cooper intentionally makes it impossible to do that. Their chat service and phone service almost always tell me no one is available. The chat service has offered to send me a link to chat later but I have never received one. At this point, I've tried to contact them every day for over a week at this point and I've only reached a person once. Mr Cooper 's only suggestions are to continue to try the phone and chat systems that clearly don't work or email their customer relations email. I tried the email and all I received was the same suggestions about the chat and phone. They are intentionally giving me the run around and it is resulting in me receiving harassing calls every day. Again, this is for no reason, as my accounts are in good standing.
Company Response:
State: PA
Zip: 15210
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Per my previous 2 complaints, Mr cooper has been harassing me via phone and text for months. I just receive another automated text, even though I was told they would ensure I would not receive any more automated contacts.
Company Response:
State: PA
Zip: 15210
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX To : Mr. Cooper XXXX XXXX XXXX From : XXXX XXXX via XXXX XXXX XXXX Consumer Credit Examiner Mortgage Banking , Division of Banking Wisconsin Department of Financial Institutions Cell : ( XXXX ) XXXX XXXX Re : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error ( s ) described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX. From the moment a person files a XXXX XXXX bankruptcy petition ( Petition Date ), a loan supported by a mortgage must be treated as if it is current. Once a debtors XXXX XXXX plan is confirmed, the debtors regular ongoing mortgage payments should be applied from the Petition Date based on the mortgage contract terms and original loan amortization as if no default exists. All pre-bankruptcy arrearages are paid separately under the XXXX XXXX plan as part of the creditors allowed claim. In essence, the creditors claim is split into two claims the underlying debt and the arrearages ( although a creditor is only required to file one Proof of Claim as discussed below ). This can often be inconvenient for a creditor as it may have to create a separate account within its own system, but it is imperative that the payments be applied correctly to avoid being liable for improperly applying the payments, resulting in the penalty of sanctions. Real Estate Settlement Procedures Act ( RESPA ) Escrow Account Protections and Limits ( Section 10 ) Section 10 of the Real Estate Settlement Procedures Act ( RESPA ) provides protections for borrowers with escrow accounts. Specifically, it limits the amount of money that a lender may require the borrower to hold in an escrow account for paying taxes, hazard insurance and other charges related to the property. RESPA also requires the lender to provide initial and annual escrow account statements. Each month the lender may require a borrower to pay into the escrow account no more than 1/12 of the total of all disbursements payable during the year, plus an amount necessary to pay for any shortage in the account. In addition, the lender may require a cushion, limited to no more than 1/6 of the total disbursements for the year. Monthly contractual payments that can be identified with their principle to interest ratios in accordance with their payment sequence. In this case there would be 240 total P & I payments after an initial interest only 120 months a total of 360 payments. A ) Cooper applied current monthly contractual payments to missing months payment ( s ) that were filled with the court as far back as XXXX. Additionally escrow expense went up over years causing hundreds of dollars monthly in escrow overage and funds held in suspense. Cooper should have applied trustee payments only to filed debt, and current payments to current billing. Applying current payments to XXXX XXXX debt caused major problems. 1. Overpayment allocation to escrow 2. Ongoing unapplied funds in hiatus/partial/unapplied 3. Misallocation created shortages* ( to be filed as supplemental claims ) 4. These issues result in double charges for the same line items This created a monthly ongoing escrow overcollection from XXXX scheduled to XXXX of escrow per RESPA. Missing escrow payments that were filed as XXXX XXXX debt ended up getting replaced with future escrow billings. B ) XXXX of XXXX XXXX XXXX noticed even after XXXX payments for property tax and insurance there was enough funds to pay another ( year XXXX tax and insurance {$5600.00} ) or enough for 2 contractual monthly payments.. XXXX contacted Mr. Cooper and they agreed to apply the escrow surplus to the monthly payments. But they did not. As they considered the account delinquent after the call. Therefore they would not credit the overage to monthly payments. 1 ) Cooper did however continue overcollection annually in excess of RESPA and held at times $ XXXX surplus when annual need was a XXXX. 2 ) Cooper/Legal knew of this since XX/XX/XXXX but signed and certified demand ( s ) over what was due over and over and over. Cooper actually raised escrow payments XXXX. B ) Supplemental claims 1 ) XXXX XXXX the first agreed arrears is filed for {$1500.00}. However In XX/XX/XXXX after annual property tax and insurance was paid ( {$5100.00} ) there was a surplus of {$2600.00} this is more than 1/6 annual buffer as per RESPA. This indicates the trustee payments and or contractual payments were indeed paid, but misallocated then billed again as agreed arears. Note all of the agreed arrears were paid in full before dismissal save the 3rd and final was not finalized XXXX to XX/XX/XXXX because of ongoing dispute on outstanding balance. These double payments paid months in advance. 2 ) XX/XX/XXXX after tax and insurance is paid ( year XXXX tax and insurance {$5600.00} ) there is {$6100.00} surplus in XX/XX/XXXX {$10000.00} was filed as the second supplemental agreed arrears. The attorney gets outstanding contractual payments data from cooper. At this time/march XXXX had attempted to apply surplus escrow to contractual payments. At this time COVID conditions allowed for forbearance it took 2 months for this forbearance agreement to be signed, the 4 payments were not made at this time amount then was filed as the 2nd supplemental claim. 3 ) 3rd and final supplemental this represents the forbearance time. XXXX sold a building to free up equity to pay of the XXXX XXXX bankruptcy summer XXXX. Coopers legal, trustee, all parties agree to this sale with the condition funds pay off the XXXX XXXX and clear all debt. However at this time cooper changes the outstanding balance drastically by tens of thousands of dollars. The proceeds of the sale are no longer ample to pay the outstanding forbearance amount or balance of XXXX XXXX. From XXXX to XX/XX/XXXX XXXX argues to his legal, and his legal to coopers that the amount ( s ) to be filed are too high. Cooper files to abandon stay, XXXX advised to agree to final supplemental filing until such time he can find proof in any of errors. XXXX if filed for months XXXX to XXXX 15 months total. 4 ) Not enough time left in 5 year plan filed XXXX even with COVID extension to pay errant amount ( s ) in XXXX plan, not enough sales proceeds to pay off XXXX XXXX. XXXX breaks court order to make payments in full nearly gets case dismissed begs judge to allow time for proof of errors. 5 ) XXXX fights with his legal until they quit cooper legal unwavering. XXXX represents himself trys to convert to XXXX XXXX, trys to prove outstanding amount is wrong. XXXX XXXX case is dismissed attached document outlines all 3 supplemental claims, abandon stay, and varication of balance 3 date stamps. All nonsecure debts were paid off by trustee with sales proceeds as the3rd/ final claim amount was unsettled. While 100 % of XXXX XXXX debts at filing were paid and trustee returned funds. D ) Case dismissed no benefit of discharge on 100 % paid unsecured debt 1 ) other creditors pursuing XXXX now and he lost the ability to convert to 7 or receive discharge do to cooper error. 2 ) credit suffers* Refi unable to buy or refi 4 years vs 2 because if dismiss vs discharge. Cooper invited XXXX via email to refi then stated XXXX will not qualify because of recent foreclose action and dismissal XXXX. Despite credit score, income, and equity coopers errors prevent XXXX from saving $ XXXX a month even now. E ) HAF program as per COVID offers up to {$40000.00} for people that were in forbearance etc. 1 ) coopers errant balance too high to pay off per HAF guidelines 2 ) cooper wont allow payments XXXX without errant reinstatement, BPO is done foreclosure process is beginning 3 ) legal action, and their gratis attorney cant fix anything state of Wisconsin also tries to assist 12 months later HAF denied because balance still too high. At this time XX/XX/XXXX {$29000.00} was found by cooper while HAF fund were recived acceptance requires payback if the home is sold for 12 months cooper delays limit Jasons access to equity. 4 ) Trustee paid XXXX XXXX. Mr. Cooper had no record of payments even though records were on the monthly statement. Cooper required canceled check copies and dialogue from the trustee to confirm payments were made, but even then they insisted the amounts were applied. Cooper was able to verify all outstanding supplemental had been paid except the final supplemental. Of the final {$6400.00} was paid leaving {$28000.00} per supplemental claim outstanding. *** But that total was wrong and it got worse. F ) {$40000.00} HAF funds are added to {$230.00} that had not been applied and {$3800.00} an advance that would not have to be paid back per cooper. This amount per conference phone call was enough to reinstate the mortgage and be current. However for the next 60 months the escrow was to be repaid as it was stripped from payments to be able to receive HAF funds and reinstatement despite their being a escrow surplus of {$4900.00} on the XXXX conference call. 1 ) {$9000.00} to be paid back over 60 months with larger payments starting XXXX. This is excessive and errant. Attached final resolution/statement from XXXX 3 ) As of statement due XXXX {$51000.00} per cooper statement. 4 ) Without reinstatement trying to prove error ( s ) no payments are not accepted XXXX, XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXX, XXXX reinstatement, ( XXXX paid XXXX, XXXX ) XXXX 10 months. If these months were paid P & I only ( per cooper ), so that escrow would be outstanding. {$200000.00} as per cooper reinstatement arrangement and two payments. 5 ) As per monthly statement and XXXX letter XXXX {$19000.00} principle paid year to date, {$42000.00} in interest, and XXXX in escrow a total of {$65000.00} paid. 6 ) {$71000.00} would have been needed for XXXX P & I months and {$51000.00} XXXX statement HAF & Reinstatement payment with {$29000.00} XX/XX/XXXX credits equal XXXX in payments/credits. Where are these missing credits/payments? Unapplied for XXXX or uncredited for XXXX after w2 taxforms? What will you do to fix these errors? *Anomalies : due to eviction and unpaid water bill property tax XXXX higher than usually DELINQ SEWER XXXX DELINQ WATER XXXX XXXX tried to switch bundle from XXXX to XXXX. However cooper refused to allow this causing nearly 3 cancelations, During the times of the unbundled policy caused increase in cost where saving was sought. It was only after Cooper demanded insurance that they paid for the insurance before 3rd cancelation. This is why escrow went down recently. Sincerely, XXXX XXXX
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have a loan with a payment of XXXX, and I am not escrowed. The company raised the payment to XXXX for no reason. I know it isn't a lot of money, however if they are committing fraud to me then they may be committing fraud to other customers as well. I have no notified the media yet.
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: In XXXX of XXXX I received notice that my mortgage, which was originally a XXXX XXXX XXXX, and had eventually been transferred to XXXX XXXX Management, was transferred again, to an entity called " XXXX XXXX '' My payments are all current, and I had seen an automatic deduction of the payment amount on XX/XX/XXXX from my checking account. I was then debited an additional ACH debit, of the same amount, on XX/XX/XXXX. As a result I have been charged 2x the due amount for the month and had thousands of dollars removed from my checking account despite no payment being due. Calling the company and asking for an agent does not work, the automated system appears to be broken. Sending messages via their online platform has lead to no response. In addition their online platform shows no record of this transaction. I have no prior relationship with this company and they have essentially stolen thousands of dollars from me. I am hoping they will be investigated and seriously fined, this is the kind of mistake that could cause actual physical harm to someone on a limited income.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A