Date Received: 2023-09-12
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: XXXX. Lost Job. Initiated Forbearance After 6 months they offered extending it. My hardship was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I applied for Social Security XXXX and approved. I have been trying to end forbearance for 2 years now. I sent everything needed for loan modification. My Loan Modification was finally approved and a Notary came to my home and finalised contract. I paid the first payment through my XXXX account. Auto pay. I was in a XXXX during this time. My wife was handling it. When I came home from hospital I noticed the mortgage payment was denied 2 times. So I Called Mr. Cooper and they advised me that the Loan Modification was redacted and denied because My First payment had to be made over the phone. I had no idea. Even if I knew that I was in a XXXX at the time and could not. But The mortgage payments were sent and returned. I am a XXXX XXXX XXXXXXXX veteran of US Army of 20 years. This is a VA loan. My only asset. They denied my Loan Modification denial appeal and im now facing Foreclosure. Please help. Time is of essence as I could end up facing foreclose. With my XXXX XXXX XXXX XXXX XXXX. I need my home. I did everything within their policies. XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46368
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
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 been harassing me with automated phone calls that demand I contact them " Within 24 hours '' while also making it impossible to reach a person. The automated system was giving me information that does not match what I was told when my loan was transferred. I needed to talk to a person to verify the information. Both the phone and chat systems told me that there was no one available to talk to every day for a week, while I was still receiving the calls saying I must contact them every day. When I was finally able to reach a person on the XXXX day of trying they made no effort to solve any of my problems.
Company Response:
State: PA
Zip: 15210
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage was transferred to Mr. Cooper starting XXXX XXXX. On XXXX XXXX, the auto draft and an extra payment of {$1900.00} was pending in my bank and with Mr. Cooper. I did not set up the new acct with Mr. Cooper till XX/XX/XXXX. Upon getting into my acct., I noticed that an extra payment was made, not by me, and that it was drafting out of my acct. I called Mr. Cooper and asked about it. I spoke with XXXX XXXX, she accused me of being the one that made the payment on XX/XX/XXXX. After going back and forth, she said that if it wasn't me then it was fraud. I agreed to launch a fraud investigation into this matter. I could not have made the payment online when I did not create my account till XX/XX/XXXX. They told me to wait till the payment has cleared and then they will refund the error. I asked, what if the funds are not there to draft? Then I will be getting a XXXX and over draft fee as well. She argued more with me and continued to say that it was my fault or fraud. If I say it was me then they will not launch an investigation, if I say I didn't make the payment then they will send it to the fraud dept. I asked how it is fraud when it was paid from my bank to my mort. She said because I am saying I am not the one that made the payment. I was sent to the escalation manager and told the same thing. This phone call lasted 45 min. I then did on line chat on XX/XX/XXXX. I asked to be kept in the loop about the investigation into why this happened. XXXX said they will keep me in the loop via email. I then called the number XXXX gave me to speak to the payment dept. I noticed that the payment had now cleared. I called the number and spoke with XXXX to help me with the refund. She did get the refund going back to me since it had cleared my bank. I then asked her how the investigation was going. She noted that their is not one. I explained to her my phone call the day prior. She confirmed my story in her notes but no investigation had been launched. She then set one up and sent it to the correct dept. With in an hour or so later, XXXX called back and said they looked into it and found out it was an inhouse error. When the loan transferred something happened and it double dipped my payment. This clarifies that XXXX did not know what she was doing, did not look into my issue or report the fraud and was so rude and frustrating.
Company Response:
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: My mortgage loan ( XXXX XXXX XXXX ) was resold to another company ( XXXX XXXX. My mortgage payment is taken out on the XXXX of the month from autopay, and I was charged a second time from an unauthorized payment on XX/XX/XXXX equal to my monthly mortgage payment. The customer service rep I spoke to on the phone, said this has happened to a lot of people and my refund is already in progress. Yet, further along the phone conversation, she mentioned she would 'begin ' the refund process, which indicates there was no refund in progress and was a statement intended to keep the peace. I recorded the conversation if it would be needed for record. XXXX XXXX was fined {$25.00} XXXX in XX/XX/XXXX for this exact scenario by the CFPB.
Company Response:
State: MI
Zip: 48044
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I paid my XX/XX/2023 payment which was part of a series of Trial Payments. After the loan modification was processed, my statement said I was due for XX/XX/2023 again. I have filed a complaint with the bank and nobody has contacted me to fix this issue. I'm retired and on Social Security. I have also been charged late fees that should be refunded. Please help me.
Company Response:
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 33014
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Rushmore loan management stated in XX/XX/2022 that they first didnt receive my payment of XXXX XXXX before changing it to the payment was received as reversed as NSF XXXX I disputed this with Rushmores resolution department and I followed their instructions on what I needed to do to resolve the issue ( at least 3 times ) and still they have not resolved the issue and yet they are still reporting this to credit bureau as missing payment and it is affecting my credit score.
Company Response:
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Did not get credit for XX/XX/2023 mortgage payment from our old mortgage provider. Would like a refund for XXXX payment. So, we can pay the past due mortgage payment to the new mortgage provider. Called old mortgage provider but was told our loan was longer showing up on their computers. We are getting past due notices weekly from new mortgage provider.
Company Response:
State: NC
Zip: 27106
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/2023 I received a letter from my mortgage lender ( National Mortgage LLC Mr Cooper ) asking me to shop for another home insurance compony until XX/XX/2023 ( when my policy expires ) due to its " low rating. '' I called them the next day without resolution. The letter reads " National Mortgage LLC routinely verifies the financial size and rating of insurance companies. Our resources book, the nationally published XXXX XXXX XXXX XXXX XXXX indicates the strength of insurance companies. A company B or better provides the coverage and protection our investors require. Your policy does not meet our acceptable coverage standards. Please contact your agent and provide us with new policy to avoid placement of temporary coverage on your property. '' I am a humble homeowner for XXXX plus years and have been with a number of mortgage lenders before and this was the first time I have heard of this. I am with same home insurance company for years ( XXXX XXXX with my auto insurance to get discount ) and never lapsed on payments. I live in California and some homeowners here are being dropped by other big insurance companies as we speak due to California being a fire hazard. Hoping for resolution on your behalf. Know that your help will be greatly appreciated!
Company Response:
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: After repeatedly writing to and chatting with Rushmore Loan Management Services in XXXX, ( XXXX ) XXXX, they responded to my request about an upcoming ( XXXX XX/XX/2023 ) transfer of my loan to Rushmore in Texas on XXXX and XXXX XX/XX/2023 to inform me that my concerns were " under review. '' On XXXX XXXX and again on XXXX XXXX, RLMS wrote to explain that " XXXX XXXX XXXX XXXX not in its individual capacity but solely as XXXX XXXX for the XXXX XXXX XXXX is the current owner of the loan. '' Four days later, I received an email from " XXXX '' informing me that they, not " XXXX XXXX XXXX XXXX not in its individual capacity but solely as Indenture Trustee for the XXXX XXXX '' now held my mortgage : " Previous Servicer : Rushmore Loan Management Services LLC '' " Old Loan Number Ending In : XXXX '' " New Rushmore Servicing Loan Number : XXXX '' " Property Address : XXXX XXXX, XXXX, CA, XXXX '' " Transfer Effective Date : XX/XX/2023 '' " Your AutoPay and Escrow account will automatically transfer to us from Rushmore Loan Management Services LLC. Please note that there may be a slight delay in drafting your first payment. This is normal and nothing to worry about. If there is an issue, we will contact you. '' That same day, according to my bank, Rushmore Loan Management Services LLC withdrew my regular mortgage payment -- four days after they wrote to inform me that they no longer owned my mortgage. " XX/XX/2023 RLMS ACH RLMS Idxxxxxxxxxx {$1100.00} '' Ten days later, " Rushmore Rushmore '' withdrew the same amount without explanation : " XX/XX/2023 RUSHMORE RUSHMORE XXXX {$1100.00} '' So, my mortgage payment was charged twice this month without my permission or even notice, and Rushmore Loan Management Services LLC made their withdraw several days after they wrote to explain they no longer serviced the loan.
Company Response:
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A