Date Received: 2023-08-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Company : Mr Cooper Account XXXX XXXXXXXX XXXX XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX MN, XXXX Hello, I originally contacted the Minnesota attorney general and they suggested I contact at this agency in regards to this matter. I originally contacted my loan servicer Mr. Cooper back in XX/XX/2022 in regards to a financial hardship asking for options. I was given a forbearance option and was told that at the end of the forbearance they would put the missed payments at the end of my loan, not affecting the other factors of my terms such as the interest and payment amounts. I went through several questions with the representative that I initially spoke to ; the last question that I asked was if there was anything else that I needed to know because I couldnt go through with this process, if it would bite me in the XXXX in the end, because I could not afford a larger payment. I was very open with a representative, and he was aware that I was on XXXX, and in the home with me was my XXXX son, ( who is XXXX ) and my XXXX year old, XXXX aunt who is the other signer on the loan with me. The representative assured me I had all the information and was good to go. Told me I could stop making payments for the term of the forbearance and that if I needed more time I was eligible for up to 12 months in three months increments. As a result, I did extend an additional three months for a total of six. I contacted Mr. Cooper during the fifth month to prepare for my long to go into repayment, and they notified me that I was not eligible for the program. They then told me they would submit an application for a different program to do a modification since my account is now past due because of the forbearance. When they got back to me with the results of the modification, they were presenting me with an option of a loan with payments of approximately {$700.00} more per month and a loan for 16 more years than I have remaining previously resulting in hundreds of thousands of dollars more That I would pay over the term. I refuse to sign the modification because we can not afford {$700.00} extra month per what I told them from the very first conversation. I feel like this is a bait and switch situation. Their company service is my loan and is responsible to give me the information for me to make an informed decision and they failed to do so. They leading me to believe that I did not have to make those monthly payments during that forbearance, I use those funds to pay other past due bills and medical expenses, they told me my only other option was to lose my house or pay my loan current. I feel like they sent me up to take my house and buy no means. Did they ever have my best interest in mind. I requested a copy of the record of phone calls and they refused said I had to get a subpoena which I would like assistance with because I want this to go public and I want them hold accountable so no one else falls for this. There are thousands of people online saying they did the same thing to them, and they need to be held accountable. This is despicable and horrendous. I dont understand how legally they can do this! I am currently begging, borrowing and pleading with everyone I know to come up with the money to pay my loan current so that two XXXX people and an XXXX woman dont go homeless due to this company, but how many other people are already on the streets ( or will be ) because of them and their companies lack of ethical and moral conduct. ( Let me be clear if it wouldve been told to me that this was happening, or was a possibility of happening in the beginning I never wouldve agreed to the forbearance, and I wouldve made sure that those payments were made. I wouldve never prioritized medical bills, and things of that nature over my mortgage. If I wouldve known this was the outcome. I wouldve let the other past due things ruin my credit and kept my home. They never gave me the opportunity to make an informed decision, and instead waited till I was several months past due and at a point a lot of people cant recover from. ) Please Help! XXXX XXXX XXXX XXXX XXXX
Company Response:
State: MN
Zip: 55109
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: during the process of calling Mr. Cooper Mortgage company, I was notified that the company was giving my information to third parties without my consent. I called and corrected this information, but they should have not been doing this without my permission or consent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To whom is concerned, I hope this letter finds you well. I am writing to bring to your attention an unfortunate incident that occurred in which initially, I was under the impression had resulted in a delay in being able to make one of my most recent mortgage payments. At the end of XXXX, an alert was received via credit monitoring reflecting 30 day missed payment. I immediately called Mr. Cooper, my mortgage loan provider, and spoke with a female representative who initially stated the account was current and she could not determine the cause of the credit monitoring alert. She stated she could provide me with a document to dispute said alert. During this initial contact, I was reaching out to kindly request understanding and assistance in rectifying the situation and the representative was informed of the hardship and the unauthorized withdrawals from my XXXX XXXX account that may have impacted the inability to meet my financial obligations to include mortgage payments. Again, female representative could not determine the reasoning behind the credit alert but indicated she was making the necessary documentation reflecting the call. Following this conversation, frequent calls were made to rectify the situation as I was not initially informed that there was evidence as why account was reported as delinquent, document received by previous representative to dispute alert was not suffice, and I unfortunately experienced an unforeseen circumstance that was out of my control that caused additional financial burdens. During my final contact with Mr. Cooper, I spoke with a male representative who stated he empathized with my situation. The male representative provided me an email address to send documentation once received from XXXX XXXX bank reflecting bank fraud and an open claim because of unauthorized withdrawals causing the bank fraud ( multiple unsuccessful attempts were made to send to address provided once documents were received from XXXX XXXX which indicates additional inaccurate information has been provided to me. The following message is received each time, Ive tried to submit to XXXX Sorry, we were unable to deliver your message to the following address. XXXX : No mx record found for domain=mr.cooper.com ) On XX/XX/2023, I was provided an additional alert from XXXX XXXX bank concluding their investigation and determining that Nationstar operating as Mr. Cooper was not impacted by the unauthorized withdrawals made on the account as the payment was processed prior to funds becoming inaccessible. Copies of the bank transactional history involving Nationstar mortgage operating as Mr. Cooper, were provided showing all recent withdrawals. Attached to this letter, you will find a screenshot of the bank statement provided by XXXX XXXX Bank, which indicates that the payment was received and processed by your company within the designated timeframe and payment to Mr. Cooper was not impacted by this hardship as I previously assumed, as funds were successfully withdrawn. I kindly request that you investigate this matter and DELETE the erroneous late payments reporting on my credit reports, as the current late payment designation is adversely affecting my credit score and financial standing.
Company Response:
State: TX
Zip: 77545
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My application to the California Mortgage Relief Program was approved for bringing my first mortgage current ( {$11000.00} ). Mr Cooper was given this payment XX/XX/2023 but applied the payment a full four months later to my account, on XX/XX/2023 ( which was confirmed by Mr Cooper ). I was unable to begin an application with California Mortgage Relief Program for my property taxes until the prior payment to Mr Cooper was applied, so I was an additional XXXX months behind with my property tax payments. My property tax application with California Mortgage Relief Program was finally submitted successfully on XX/XX/2023 -- -with full approval from employees of Mr Cooper XXXX who also acknowledged the four-month delay in phone conversations. However, my Property Tax application was then denied on XX/XX/XXXX because Mr Cooper, without informing me, needlessly intercepted and paid my property tax, even though I already told them the California Mortgage Relief Program was going to take care of it for me. Now I XXXX need to pay the amount of those taxes ( plus interest ) to Mr Cooper. The total taxes which Mr Cooper paid was {$3900.00}, including penalties. I attempted to remedy the situation with no less than XXXX different employees of Mr Cooper, some of whom were rude to me on the phone. After this, I again applied to the California Mortgage Relief Program to pay for the months of mortgage payments missed while I had to wait for Mr Cooper. This is still in process.
Company Response:
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying to get a loss mitigation and I keep getting denied. Now they want me to come up with a reinstatement fee of XXXX dollars by XX/XX/2023
Company Response:
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I just paid a lump sum all at once in XXXX and I ran back into the same problem. I want to appeal my forbearance rejection and whatever I can do to stop this foreclosure process just for XXXX months and I will catch up. But I lost my wife that's what made it hard for me.
Company Response:
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Mortgage was paid in full after COVID forbearance as follows XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX These payments were paid. I need late payments removed. Me and my wife are survivors of the XXXX pandemic. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Problem with a credit reporting 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: 33909
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Problem with a credit reporting 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: 33909
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am sending you this email on the suggestion of a realtor that I have spoken to about what I am currently dealing with my mortgage company, Mr. Cooper ; in hopes that it does not fall of deaf ears. I am filing this complaint against my mortgage company, Mr. Cooper. XXXX of XXXX, I was laid off and entered a XXXX XXXX XXXX with Mr. Cooper, which expired XX/XX/XXXX. Prior to the expiration date, I was contacted by Mr. Cooper in XX/XX/XXXX to discuss the remedies available to me to get my mortgage up to date, to prevent me from losing my home. The options I was given were to pay the due balance up front, refinance or have the balance accumulated during the forbearance period to be put to the end of my loan. Because I am not able to pay the balance due up front, I chose to have the balance due applied to the end of the loan. I was told that I would be receiving paperwork that needed to be signed, notarized and sent back to Mr. Cooper for the agreement. ( I have a copy of the paperwork ). I was also informed that I may qualify for mortgage relief through the Virginia Mortgage relief program, so I decided to apply. I was informed that there was no guarantee of being approved for the relief and in order to not go into default on my mortgage, so in the case that I was not approved I would have to already have Pandemic Relief Plan in place, meaning I would have to get the paperwork that was sent to me completed and back to Mr. Cooper by XX/XX/XXXX. I completed the paperwork/notarized in XXXX ; However, I did not mail it back to Mr. Cooper until XX/XX/XXXX ( I have the shipping and tracking information to prove date mailed and date Mr. Cooper received XXXX paperwork ). I purposely waited until the last minute to give time for me to receive an approval or denial for the XXXX XXXX XXXX. XX/XX/XXXX, I was approved for the mortgage relief funding from XXXX XXXX XXXX XXXXXXXX. I called Mr. Cooper to inform them of the information and to see if there was anything else that they needed from me on my end. The representative informed me that she did see that I was approved but the money had not been received yet and until the money had been received, I was responsible for paying the due balance. She informed me that she did not see that I had sent the Pandemic Relief Plan paperwork back yet, and I informed her that I still had it and was not aware that I needed to send it now that I had been approved for the mortgage relief. Again, she insisted that I was required to send the forms back or I could be put in default on my loan if the payments from XXXX XXXX XXXX were not received. I specifically asked her what happens if the payments are made and you receive the paperwork later. I was told that the payments would be accepted and the Pandemic Relief Plan would not be needed because I would be up to date on my payments from the payments made from XXXX XXXX XXXX. I asked her this question several times, and got the same answer. Again, I purposely will not mail it back to Mr. Cooper until Friday, XX/XX/XXXX and it was received/signed for by Mr. Cooper on Monday, XXXX XXXX ( I have the shipping and tracking information to prove date mailed and date Mr. Cooper received the paperwork ). XXXX XXXX XXXX XXXX and they made the payments on my behalf directly to Mr. Cooper. in the amount of {$21000.00}, bring my mortgage up to date. Those payments were made on XX/XX/XXXX. The payments were applied to my mortgage and I called to confirm with Mr. Cooper that the payments were received and I was even informed that my next mortgage payment was not due until XX/XX/XXXX. I also received my mortgage statement in the mail dated XX/XX/XXXX that states that my next payment was not due until XX/XX/XXXX. Without any email or phone call inquiry, Mr. Cooper reversed the payments that were made on my behalf by XXXX XXXX XXXX XXXX and enforced their Pandemic Relief Plan, without notice to me until out of the blue I received a notice in XXXX from Mr. Cooper that my XXXX payment had not been received ; this prompted me to log into my online account to check what was going on and that is when I saw that they has reversed all the payments that they had definitely received prior to the the forms that they insisted that I send back ; disregarding the assistance that I received on my behalf by the state so that I would not be in default. I feel that this was maliciously done, putting me a position to lose my home. Monday, XX/XX/XXXX I spoke with someone named XXXX who claimed to be a XXXX. In the beginning of our call she insisted that it was my fault because I signed the agreement and once informed her that I could see that the payments were posted prior to them receiving the paperwork that I felt coerced into signing and asked her to listen to the phone call that took place on XX/XX/XXXX, she stated that during the phone call that she saw what happened and that it was not right and should have never happened. She stated that she would talk with her XXXX to see how it could be corrected and would contact me on Monday, XX/XX/XXXX. After not hearing from her on Monday, I contacted her today, Tuesday, XX/XX/XXXX and she claims that she spoke with management and there was nothing that could be done. I asked XXXX if the calls are actually recorded as they claim prior to speaking with clients and she states that they are. I asked how I would be able to get copies of the correspondence between herself and me and the call that was made on XX/XX/XXXX, and she told me I would need a court order. I feel like I have been purposely wronged by Mr ,. Cooper in order for Mr. Cooper to somehow profit from what they have done to me. I do not understand how they took it upon themselves to make that decision for me. If I did not need the help to bring my mortgage current so that I do not lose my home I would not have applied for XXXX XXXX XXXX XXXX I should have definitely been informed of their intentions/actions. I am seeking to have the money that Mr. Cooper decided I was not entitled to from XXXX XXXX XXXX XXXX replied to my account their Pandemic Relief Plan be null and void. They are still in possession of the {$21000.00} and it is sitting in an " unapplied funds '' account. I have the following available if needed : Tracking receipt for Partial Claim documents Mr. Cooper insisted that I send back. Copy of the transactions that were posted on my behalf by XXXX XXXX XXXX and the reversal transactions done by Mr. Cooper
Company Response:
State: VA
Zip: 22405
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A