Date Received: 2023-09-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My loan was transferred on XX/XX/2023 from XXXX XXXX to XXXX XXXX XXXX. XXXX XXXX XXXX received a transfer of the escrow funds sent by my insurance company ( XXXX ) of approx XXXX to complete repairs to my property. XXXX insurance claims. XXXX. ) XXXX XXXX. ) XXXX They never released the funds to me to pay the contractors. For months I have called them continuously as well as the contractor and provided what they asked for. My roofer contacted them on several ocassions as well about the {$2900.00} to initiate the replacement of the roof which has become a health hazard for us due to mold. Multiple times ( 6 on my side ) they assured me and ( the roofer that they were releasing the funds and sending me a check but never did. Everytime I called they had no recollection of the previous call. Or had a different excuse. On XX/XX/XXXX I spoke to the escalation department and the lady told me that they were sending XXXX of the XXXX check to me ( after a 30min agitated conversation ) Again, the check was still withheld. Never sent as promised. The roof has been leaking even though hurricanes since XXXX. I called back again, XX/XX/XXXX. Apparently they changed their name to XXXX XXXX instead of XXXX XXXX XXXX and now one department tells me they have my loan but the department of loss mitigation that has the escrow disbursement tells me that they dont have my loan or the funds and it was sent back to my original lender, which was XXXX XXXX XXXX I called XXXX XXXX. They do not have my loan. So again I am being lied to by XXXX XXXX and they are refusing to now acknowledge they have and further release the funds. This is the embodiment of unfair acts, deceptive practices, as well as organizational deceptive teaching. Please help.
Company Response:
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Good afternoon, Sir/Mam, the issues I'm currently facing with Mr. Cooper mortgage is that, I am a XXXX XXXX veteran and have been approved by the state of Maryland as being Tax exempted. However, Mr. Cooper has been charging me Escrow fees since we moved into our home XX/XX/2021. This was brought to light by my original lender XXXX XXXX ( XXXX XXXX XXXX ) who requested an update of my current mortgage as to ensure we weren't being treated unfairly and that we're paying the correct fees. Upon his review XXXX XXXX XXXX asked, " why are you putting money into an escrow account when you are Tax Exempt? '' I then told him I wasn't sure as to why Mr. Cooper charged me extra escrow but did mentioned that I had brought the issue up with Mr. Cooper, at which point XXXX XXXX XXXX XXXX suggested I file a complaint with the consumer financial protection bureau because I was being wrongfully charged. I've contacted Mr. Cooper and spoke with the compaby several times about this issue. Representative from Mr. Cooper asked me to provide proof of my exemption letter multiple times and that which I did. However, Mr. Cooper mortgage claims they could not find my document on file. this has been ongoing for the past XXXX and half years since we moved into our home. Furthermore, every year, it seems our mortgage seems to be increasing and this is due to the property tax for which I am exempt. My concern is that, if this continues, we may not be able to pay our mortgage and possibly lose our home. The escrow payment is recurrent and I am attaching a copy of both my tax exempt letter and escrow charges for your review. Lastly, I have a family of six including a 1 year old and is just asking that each party is treated fairly as time are hard with the current inflations. Thanks.
Company Response:
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This message was sent with High importance. XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX Also, I received the attached letter as well and I have now paid over XXXX in XXXX, including {$1200.00} that was put into escrow for flood insurance! Mr. Cooper/Nationstar continues to engage in unfair and deceptive acts and the accounting errors have caused continuing and irreparable harm. The forced placed coverage was placed in bad faith, and a violation of the RESPA Act, since there was no reasonable basis to believe flood coverage was not secured as the deceleration pages were sent almost monthly and by multiple sources ; myself, the insurance broker, and our management company. It was never removed and Mr. Cooper/Nationstar has held the funds for the forced placed insurance despite informing me that it was being refunded. This is the only reason I elected forbearance last XXXX. This is negligent misrepresentation as it was confirmed by Mr. Cooper/Nationstar that proof of flood insurance was received, each year, clearly with the intent to induce reliance on the misrepresentation that the flood insurance declaration pages were received so that Mr. Cooper/Nationstar could hold onto my funds in a very critical time, with the state of our economy, lockdowns, and the fact that I was caring for my elderly mother. It appears customers must check everyday with Mr. Cooper /Nationstar to confirm the accounting and what they're told is correct. No one has time for that. Regards, XXXX XXXX XXXX From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Cc XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : Re : Forced placed hazard insurance Good morning, As mentioned in my previous email, I spoke with XXXX and suddenly the flood coverage declaration page from XXXX was found, and all was good. He transferred me to the escrow department to find out how and when I will get my payments back from XXXX, that have been promised since XXXX. The escrow department could not answer why {$650.00} and {$610.00} were again taken for flood insurance. Our insurance broker, XXXX sent it in XXXX of XXXX, I sent it again and a XXXX called XXXX and obtained another copy, how could a company be so incompetent? The escrow rep asked me if I was coming off forbearance. XXXX discussed this with her, so why was she asking me? He went over everything and was simply transferring me to her so she could tell me how my funds would be returned ; they should be returned with interest. Obviously, I was coming off forbearance since I paid so much more than was required. I did mention that no one would ever sent me the terms of the agreement in writing. She said she would and that I was owed {$2500.00} that she put in a request for that to be sent to me. I had been requesting that the funds be put toward my mortgage since XXXX but that never works, so I didn't even want to discuss that. I will have to do my own accounting as that is still off, but as I mentioned I have to work and have spent way too much time on calls with Mr. Cooper 's very disorganized departments. I received the attached letter this morning, and XXXX and behold it is a letter to extend forbearance. I can not deal with this incompetence much longer. What is going on with your organization? Regards, XXXX XXXX : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : Re : Forced placed hazard insurance Yes, I do work and have spent more time on calls with Mr. Cooper monthly for the last few years Please read my email and submit the requested information. I received notice in the portal on XX/XX/XXXX stating the XXXX proof of flood was missing. This is the shenanigans I am referring to, out of the monthly calls and emails Mr. Cooper suddenly does this have the XXXX, when they were all sent together from our management company. No, that is unacceptable. Mr. Cooper/NationStar has been dragging its heels on its commitment under the terms of the contract, for 4 years, in promising to cancel the forced placed coverage 15 days after receiving proof from me, the insurance carrier and our management company multiple times within the year. In looking through he statements for XXXX, Mr. Cooper has failed to timely and accurately apply payments made by me and failed to maintain accurate account statements. These deceptive practices took funds from my principal and interest for a policy that was already in place through my HOA, despite monthly calls Mr. Cooper maintained these policies for 4 years, in amounts in excess of what is required and outlined in the agreement essentially force placing a second policy after sending proof of flood insurance repeatedly. I spoke to XXXX today who magically realized there was no lapse in coverage, despite the letter received last week. The stress and aggravation caused by Mr.Cooper 's inaccurate accounting is unconscionable. XXXX transferred me to the escrow department and they still couldn't answer why {$650.00} and {$610.00} was put into escrow for flood insurance in XXXX and XXXX of this year. Additionally, I paid over {$7000.00} prior to XX/XX/XXXX, and I see " partial payments '' that are allocated everywhere, but nothing adds up to what I paid in. Another question was on XX/XX/XXXX the portal stated I paid XXXX out of XXXX escrow payments the amount due {$0.00}, then it showed {$4700.00} with {$0.00} owed for XXXX. I paid {$4800.00} to round up, then the amount changed to over {$5800.00} owed please explain and reply to the questions in my previous email. I don't want to talk to anyone on the phone, nothing ever gets resolved. Regards, XXXX XXXX : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc : XXXX XXXX ; XXXX XXXX Subject : RE : Forced placed hazard insurance Hi XXXX, I received notification that a XXXX XXXX has tried calling you today , but received your voicemail. She left you a message. Her email is : XXXX Thank you and hope you will be able to get things resolved with her. From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc XXXX XXXX ; XXXX Subject : Re : Forced placed hazard insurance I found XXXX XXXX, whose account my funds were allocated to. XXXX is a reporter for the XXXX XXXX XXXX, perhaps he would like to do a story on Mr. Cooper/Nationstar Mortgage 's deceptive practices. From : XXXX XXXX XXXX Sent : Saturday, XX/XX/XXXX XXXX PM To : XXXX XXXX Cc XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : Forced placed hazard insurance Image removed by XXXX XXXX XXXX XXXX XXXX XXXX Image removed by sender.XXXX XXXX wrong XXXX XXXX Image removed by XXXX XXXX XXXX XXXX, It is beyond belief XXXX XXXX has taken so much time to straighten out the forced place flood insurance that XXXX XXXX continues to charge year after year. I am attaching the documents with dates, times customer service reps names and also have recorded every conversation with consent, you can hear this on the recording. The proof of insurance has been sent multiple times every year and I have confirmation that it was received. I called monthly to be told it was indeed received and all was fine. Last XXXX, I spoke to the insurance department and was told, and I quote, " I wouldn't pay us any more money either, we owe you money ''. I explained I only wanted it to be put towards my mortgage payment. She had to transfer me to customer service, and she said to let them know and it would be done. It was {$2500.00} at that time and my mortgage payment is {$850.00}, although I've been paying much more since the forced placed hazard has been in added since XXXX. The XXXX said I had to wait for a check to be mailed and call back to void it then they could put it towards my mortgage. That is not logical, and I explained that it wouldn't be efficient as I travel often for business and she said that is the only way it can be done, despite my insistence she seemed to want to push me into a forbearance. It does appear that your reps have scripts and seem to steer customers into situations that aren't in their best interest. But it does seem that your XXXX 's have scripts to talk customers into forbearance although I question the technology since I learned my XX/XX/XXXX payment was drawn from an account that was closed in XXXX of XXXX! I physically added my TD Bank account online to make the payment, I would not allow ach with Mr. Cooper due to the incompetencies I've experienced. XXXX XXXX told me the system was being changed and it was " pulling historical data '' With the high incidence of identity theft, which I've been a victim of, I question the safety of the technology Mr. Cooper has in place. Other CSRs said that was not true. and In looking through my confirmation emails from Mr. cooper, I noticed XXXX was applied to a insured named XXXX XXXX,! The incompetency of Mr. Cooper 's operations and accounting is reprehensible. XXXX only knows how much of my funds have been allocated to other customers ' accounts. some of the funds my other funds have been allocated. The attached snapshot is my XX/XX/XXXX statement which includes {$610.00} for flood insurance, and you can see it has been deducted from the previous month as well, and there is also a deduction on the XX/XX/XXXX statement. This is following XXXX XXXX 's promise to make sure the statements would reflect the removal of flood insurance. She too confirmed all proof was received. I have the recorded conversations. On XX/XX/XXXX in XXXX of the monthly phone calls, I was transferred to the insurance department and the rep, XXXX, took the name and number of our insurer and said she would get a copy directly from the agency, XXXX XXXX, they hold the master policy. Additionally, just to be sure, since Mr. Cooper confirms receipt of the proof yet keep charging me, I requested our management company send all declaration pages from XXXX directly to Mr. cooper, prior to XXXX XXXX, it was through XXXX for years. .them. This is after they automatically sent it proactively for all of the residents and I sent it personally to XXXX As mentioned, I've called monthly, and these aren't quick calls. I'm often passed around to XXXX reps and have been on the calls XXXX hours. XXXX XXXX said she'd be personally monitoring and helping me, but I haven't heard from her and multiple calls to her this week I learned she was out, and her mailbox is full. She obviously didn't help because I just received the attached letter stating there was a gap in coverage in XXXX and XXXX! This is beyond incompetent. Your app is awful as each time I attempt to open a " ticket '', it stops working and erases the information while typing ; the reason I am sending this email to you both. As of XX/XX/XXXX the portal indicates XXXX of XXXX forbearance payments were made, and my escrow is now in excess of {$3000.00}, that's probably incorrect as your portal changes daily ; according to my calculations it is more. However, I will go through every payment again as it appears you've paid other people 's insurance with my funds and possibly their loans as well. I tried to make payment on the portal, and it still says {$0.00} owed on XXXX however I wanted to pay the {$4700.00} indicated in the portal to come off forbearance, and the portal would not allow me to, isn't that odd? No, it's not, always moving the goalpost with the shady tactics, I called the customer service number and was able to pay by phone, and silly me overpaid, just in case and rounded up to {$4800.00}. I'm also including the letter stating that you now discovered the gap in coverage and the proof of coverage that all of the customer service reps I've spoken to on recorded calls have confirmed were received and applied, even XXXX XXXX 's, I hope he appreciates me paying his flood insurance, whoever he is. Finally, I fully expect the target to move once again, because that's how Mr. Cooper/Nationstar seems to operate. I'm considering hiring my own attorney as I can no longer spend countless hours neglecting my business and getting aggravated to straighten out these deceitful practices. Regards, XXXX XXXX XXXX
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My loan started out as an XX/XX/XXXX loan with XXXX. It was transferred to XXXX XXXX XXXX. It was then transferred to XXXX. It is now with Mr. Cooper. Mr. Cooper says they can not locate the original loan terms and can not offer me any information. The company misled me about my options. I requested to be considered for a modification during my Covid-related hardship on XX/XX/XXXX. They placed me in forbearance until XX/XX/XXXX, after which time they told me that I didn't qualify for a refinance. Now they are foreclosing on me and they won't talk to me. They refuse to tell me who the owner of the loan is so I can negotiate with them.
Company Response:
State: CT
Zip: 06040
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: On XX/XX/2023, I was charged {$50.00} for fees and charges by Mr. Cooper, AKA Nationstar. I looked at the statement and saw that the charge was based on a reversal-payment on {$1600.00}. XX/XX/2023 - I called twice and the customer service rep was initially polite and when I insisted on reversal, the tone was hostile. They did not seem to know why there was a charge. XX/XX/2023 - Second call, the customer service rep said my account had insufficient amount which is not the case. I have evidence of amount in account. She suggested I call the bank to verify. Called the bank on XX/XX/2023 to verify. Bank said that there was sufficient amount to handle the charge. I wrote a request through their customer service line and they have not responded. Based on my earlier conversation, i do not see this company reversing the charge.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I sent a signed letter to Mr. Cooper asking to remove PMI. I was told I have a type of loan that can not remove PMI. I went through all closing documents and can not find a disclosure that says this. Mr. Coopers website says we will automatically remove PMI when LTV reaches 78 %. Website also says send a signed letter to Mr. Cooper with account number in order to get PMI removed. I reached out to a mortgage lawyer and was advised to submit a complaint with CFPB. I am so upset that i have to pay {$140.00} per month for 8 years when the LTV is at 77 % based on original appraisal and 60 % or lower based on the lowest estimates of current home value. This is a giant rip off. there is no risk on this mortgage and there should be no insurance!
Company Response:
State: NJ
Zip: 08075
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mr. Cooper Company increased my monthly mortgage payments by more than {$300.00} a month, justifying that my tax and insurance premiums went up and that they needed to add more funds to my escrow account. I have yet to receive any written notification regarding this increase. I discovered that by chance when I was navigating through my online account. Mr. Cooper also failed to pay my 2022 taxes on time out of the escrow account, leading me to receive a foreclosure warning letter from the City of XXXXXXXX. I contacted my local city tax office and found that my tax rates stayed almost the same.
Company Response:
State: WI
Zip: 53215
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
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 purchased my mortgage from XXXX XXXX in XX/XX/2023. They were supposed to receive my payments from XXXX XXXX but they did not, they returned the payment to my bank. Then I have tried to contact them several times including on XX/XX/2023. The phone number listed on the monthly loan statement is not their customer service number, it is a sales number for medical devices. When I went online to get their real number each time i reached a representative they hung up on me. They have charged me a late fee and it is impossible to speak to anyone at the company to get them to remove the late fee.
Company Response:
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX XXXX XXXX XXXXXXXX, has violated my rights. 15 USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any reason.
Company Response:
State: NY
Zip: 11706
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I had covid forbearance and i went through required loan modification process right after the forbearance ended only to be rejected after full 4 months of Nationstar 's " property grab '' game :. After i submitted EVERYTHING they have asked for, they kept calling : we don't have this or that and many phone calls followed with ( XXXX ) questions ( excuses ) like : we can't process your application yet because we don't know when the child support is ending!!?? Not to mention that they changed the home loan specialist several times to make this process more difficult. It was more then obvious they had no intension to offer any modification WHATSOEVER!!! The loan modification was dragged on purpose for over 4 months even though i was told that the application will be processed in a month. The reason for this is that after 90 days of non payment the mortgage companies receive the FULL amount OF THE ORIGINAL MORTGAGE!! So this loan is paid in full.And if someone should be after me is their insurance company/BUt they cant do that because they secured an UNSECURED loan. I was asked, against Covid forbearance plan rules, to pay the full amount of covid forbarance at once to become current. No trial period was offered and Nation star went right into a foreclosure lawsuit. Many people that i know had their covid forbearance unpaid amount pushed to the end of the loan. I have asked for that option and i was rejected. Nation star did not show any effort to help me reinstate the mortgage. It was more than obvious that they ONLY wanted to foreclosure. Well, the truth is that my property is protected with an XXXX title which is a supreme title anyone can have so they will face the lawsuit if they try to foreclose against all the rules, regulations and against the law which they are trying to do. In addition to XXXX XXXX i have Private indemnity bond that protects my property from such unlawful, PREDATORY mortgage companies. I have also filed a 1099 A and 1099 c with The department of the Treasury, IRS which they completely ignored just like my first complaint here filed in XXXX of XXXX My original second mortgage was XXXX XXXX and they confirmed many times that second mortgage has NO RIGHT to start the foreclosure which is exactly what Nationstar did. So even if foreclosure happens that is not going to be an end for me or them, the lawsuitS will just start and they will lose. Get ready Nationstar, I fear no EVIL!
Company Response:
State: IL
Zip: 60561
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A