Date Received: 2023-08-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Actually do a proper investigation in to the matter and quit providing falsified statements and documents since XX/XX/2014. Actually look at what I have provided through the cfpb and quit ignoring it. Actually look at cfpb # XXXX as well as all the others.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been fighting with mr.cooper for almost 2 years over a mistake THEY ADMITTED they made. Without going into full detail Ill briefly describe what Im mean .. my mortgage has never been late Ive never missed a payment until XXXX. Mr.cooper graciously refunded me money and when I called and asked what was that for i was told it was an overpayment in my escrow account. Later to only find out they had not paid the full amount for my school tax that year in result wanting to raise my payment to make up the difference for their mistake. I refused and was told I could do a loan modification application which I did 12 times.. that is a whole complete ordeal in itself. Each time completing this application only to be told it was closed just outside of the so called 37 days the application was good for. I have proof I emailed and emailed all the correct documents MANY times only to be told I needed to do it again! My home is currently in foreclosure because of this disaster. All I want to to save my home.. I only owe XXXX $ and because of this I cant even borrow the money to just pay it off. I have done research and found the complaints and courts documents on this case against me.cooper and most everything in it they have or are doing to me. I forgot to mention as of XXXX XXXX mr.cooper sold my loan to XXXXXXXX XXXX now I have to deal with this all over again. Mr.cooper did not send all the information they already had like they said they would. Please please help me. I do not want to get rich I just want to save my home and get out mr.coopers clutches. Thank you
Company Response:
State: PA
Zip: 188XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: This is my XXXX complaint Please provide paperwork or descriptions of activities billed for Legal Fees XXXX Maintenance Inspection What did lender pay for XXXX XXXX XXXXXXXX? The over " {$2800.00}?
Company Response:
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-08-17
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: Nationstar Mortgage DBA " Mr. Cooper '' has sent me materially wrong statements from XX/XX/XXXX until transfer of servicing XX/XX/XXXX. These statements never reflected the XXXX forbearance program in which they enrolled me. Their customer service department said to ignore the errors in my statements, online, and in their voice response unit. We have made all payments satisfactorily on our mortgage per the contract and modifications. When Mr. Cooper sold the servicing of my mortgage XX/XX/XXXX to XXXX XXXX XXXX XXXX " XXXX '', XXXX started foreclosure proceedings stating I was past due for all forbearance payments. The amount demanded is {$60000.00}. Furthermore, on XX/XX/XXXX, Mr. Cooper received our signed loan modification agreement after our successful trial payments, and marked it " XXXX passed ''. They then sold our mortgage to XXXX on XX/XX/XXXX, without executing the modification. Their customer service told us that we had to work it out with XXXX and they could not modify the mortgage as agreed. XXXX has charged us the original mortgage amount, term, and payments. This has caused us to lose the future value benefit of a XXXX 2.375 % loan modification and caused us to pay approximately {$1500.00} / month more to XXXX. I have lost {$320000.00} in future value, and incurred costs of {$360000.00} ( Future value plus market value of a {$450000.00} assumable mortgage for 40 years at 2.375 % APR ; plus my cost to finance the XXXX past due. Mr. Cooper has violated truth-in-lending laws, the forbearance contract, and the loan modification agreement, and has failed to transfer the sale of my mortgage, causing great harm. Because of their malfeasance, they have likely inflicted damange on every borrower who went through the forbearance and/or loan modification process.
Company Response:
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage company lost my XXXX payment and reported me late to the credit bureau. I sent them supporting documents in the form of Proof Of Payment from XXXX and their response is that I am incorrect and refuse to admit their mistake. XXXX has always sent my payments through the bill pay function on the app at least 10 days before the due date.
Company Response:
State: TX
Zip: 77396
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX - My company sent all workers home for stay-at-home orders. During this time, company was willing to paying a reduce wage per week during the lockdown. As my family of XXXX was stuck at home, food and day-to-day expenses XXXX. XXXX month was difficult to pay mortgage along with other house bills. Current mortgage company offered a forbearance for covid. Within the next XXXX months, my loan was sold to another company then back to XXXX ( which is serviced by Mr. Cooper ). In this time, we did not know WHOM to make a payment to as each time I was told XXXX, it was sold then I was told to wait another month to start with payments. When our household finance become more stable, I try to contact XXXX to start the process of getting off forbearance. I was advised to wait a little longer by a couple of different agents. After another month or so, I started to submit paperwork to start back up my payments. I would return to the office and a couple of months later, I was offer a promotion with higher pay in XX/XX/XXXX. Between XX/XX/XXXX to today, I have been through lost migration, loan modification & state help to get back to paying my regular monthly mortgage payment. Ohio has a program that will pay {$25000.00} in back payments to a mortgage company for people affected by XXXX ( No amount higher ). With HUD help, I applied and was approved when my past due was around $ XXXX. When the state went to confirm this, XXXX ( XXXX XXXX ) stated the amount was OVER the $ XXXX mark. Thus, state could not pay it because of this overage. I made around {$4000.00} in payments to the mortgage company in order for the past due to be under. ( XX/XX/XXXX ) After about another 4 months with help local HUD office, we could not bring the past due under the $ XXXX mark. This went into loan modification / loss migration office of XXXX. With continue help from local HUD office, we submitted documentation multiple times with XXXX. We would get confirmation in 24 hours ; but then the package would be lost in their system when we called back to check on the progress. When a package of information was sent, I was instructed to wait for about a week to check in. This went on for about 4 months. Latest update in XXXX, no documentation was logged. My housing agent and I re-submitted this package at least 7 times in the past few months. Finally beginning XX/XX/XXXX, I was escalated to their management team in Loss Prevention, where as I spoke with a XXXX XXXX ( XXXX XXXX ). She then went thru the whole process again with me in an hour, told me I qualified for a Veterans XXXX program that would allow me to get on a 3 month trial period ; where as I would make a slightly increased monthly payment for 3 months then back to making my monthly payments starting in XXXX. She instructed me to wait a month and a packet of information will be mailed to my house. It never arrived. She gave me a direct dial number to call, but I kept getting voice mail. This past XXXX weeks, I received a demand letter from XXXX. When I finally got to an agent, I was told that my loan modification was deny ( No notice was sent to me ) back in XXXX. They threaten to Foreclose on me starting in XX/XX/XXXX. My HUD office, VA & myself are looking for options. I can easily pay my monthly mortgage now but not with 3 years past due amount of $ XXXX. I have documented as much as I can.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43160
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I believe that I am being overcharged for taxes and insurance on my loan. Mr. Cooper refers to these as escrow charges and they make up XXXX XXXX of my current loan payment. The original principal balance on the loan was {$60000.00}. I have made roughly {$72000.00} toward payment on the loan, and my current principal balance is still approximately {$62000.00}. Indeed, most of the money is going to toward payment of taxes and insurance rather than paying down principal and interest. This result can not be permissible. I am insolvent. Any assistance would be greatly appreciated
Company Response:
State: TX
Zip: 77471
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage reverse mortgage with champion mortgage who have gone out of business and my new mortgage company is XXXX in the past couple of months I had made four payments of {$1000.00} a piece to champion mortgage and when I checked my account with XXXX the mortgage payments did not transfer over I notified champion mortgage who then stated to me they have no record of the payment my bank has proof of cancel checks so I am putting in a complaint for the stolen funds that champion mortgage stole and have not sent to XXXX who they sold my reverse mortgage to. I have proof of Bank payments and will as of XX/XX/XXXX notify the bank again to put in for theft and recovery of the four payments of {$1000.00} each. Before champion mortgage went out of business a lot of the funds were not transferred to whoever they sold accounts to for example for me it would be XXXX.
Company Response:
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SECOND COMPLAINT- NOT A DUPLICATE Our loan servicer, Mr. Cooper ( " the Company '' ), has INCORRECTLY evaluated our account for loss mitigation options upon the conclusion of our Cares Act Forbearance. Furthermore, the Company has misrepresented facts within their response to my former CFPA complaint. The Company has also engaged in deceptive and unfair debt collection practices in the handling of my account as further described as follows : ISSUE 1 : On XX/XX/2023, the Company provided a letter in response to my initial CFPA Complaint. Within the letter, the Company, stated that my account was evaluated for a VA Home Affordable Modification. The Company further claims that their denial reason of " excessive obligations in relation to income, '' is valid, and further explains that " In order to be eligible for this program, pre-modification Debt-to-Income can not be less than 31 %. '' This answer is both FALSE and DOES NOT SUPPORT THE COMPANY 'S CAUSE FOR DENIAL. According to 38 CFR 36.4315 and the VA Servicer Handbook M26-4, Chapter 5, Paragraph 5.06 -Loan Modifications, the correct eligibility requirement states that the PITIA payment can not be GREATER than 31 % of the borrower 's gross monthly income. Per the Company 's response my debt to income was calculated at 20.34 %. THEREFORE, our account WAS ELIGIBLE for this option but the Company denied this option based upon false criteria. ISSUE 2 : According the Company 's response letter to my former CFPA Complaint, my account was also evaluated for a traditional modification. Again, Mr. Cooper denied this option due to " excessive obligations in relation to income. '' The Company further claims that the " proposed rate '' considered for a traditional modification was 7.2 % which increases our monthly payment from {$1800.00} to {$2400.00}. The proposed rate increase is NOT CONSISTENT with VA Servicer Handbook ( Chapter 5, Par. 5.06 -Loan Modifications ) or Code of Federal Regulations ( 38 CFR 36.4315 ) which both state " the rate must not exceed the weekly XXXX XXXX XXXX XXXX XXXX XXXX XXXX... as of the date the modification agreement is approved, plus 50 basis points, AND NO MORE THAN 1 % HIGHER THAN THE EXISTING INTEREST RATE ON THE LOAN. '' Our current interest rate is 3.5 %, and therefore, the Company 's denial is UNJUSTIFIED by proposing a rate more than double my existing rate. ISSUE 3 : The Company also states in the aforementioned letter that their denial of my loss mitigation options were being upheld subsequent to my appeal. THIS IS ALSO FALSE. According to a letter generated by the Company on XXXX XXXX XXXX my account was approved for a Traditional Modification. HOWEVER, the proposed rate as previously mentioned is NOT CONSISTENT with VA Servicing Guidelines or the Code of Federal Regulations. The proposed rate of 7.25 % is more than double my existing rate, but can not exceed 1 % over our existing rate of 3.5 %. ISSUE 4 : The Company is pre-dating their correspondence to provide me with less time to make informed decisions regarding my options. When the Company initially declined my home retention options, a " Loss Mitigation Evaluation Notice, '' was generated in my account on XX/XX/2023, HOWEVER, the letter was pre-dated XX/XX/2023. I spoke with XXXX XXXX ( in the Company 's Escalation Department ) on 3 separate occasions, and she did not even have access to that notice which provides us with our right to appeal the decision prior to the XX/XX/XXXX date. THEN subsequent to my appeal, a second " Loss Mitigation Evaluation Notice, '' was generated in my account on XX/XX/2023, HOWEVER, this letter was predated for XX/XX/2023. Again, I spoke with XXXX XXXX, on at least 5 separate occasions, and even she did not have access to this letter until after XX/XX/XXXX. To add insult to injury, this letter provides us with only 15 CALENDAR DAYS to make a decision to accept the Company 's proposed terms. THEREFORE, we have less than 9 calendar days to make an informed decision regarding out account as opposed to 14 calendar days. ISSUE 5 : Within the Company 's " Loss Mitigation Evaluation Notice, '' received XX/XX/2023, the Company claims that our account was evaluated for the VA Home Affordable Modification, however, the Company now claims that this option is " NOT AVAILABLE '' but provides no reason for this outcome. ISSUE 6 : Within the aforementioned Loss Mitigation Evaluation Notice received XX/XX/2023, the Company states, " You must contact us at XXXX or in writing ... no later than 14 days to accept or reject this offer. If you do not respond within 14 days, we will treat the offer as rejected. '' NOT ONLY do we not have 14 days to respond due to the pre-dated correspondence, BUT this phone number is INCORRECT. I called this number today to ask some questions regarding the letter, and received an automated message stating that this is an incorrect number and that I need to call a separate number XXXX to reach someone. When I called that number, the representative had NO ACCESS to information regarding this decision to answer my questions. I was told that I needed to send an email to the Company 's customer relations department to answer my questions. I was also informed that department does not have a phone line to speak with customers, that they will acknowledge my email within 5 business days, but they have 10 business days to respond. The Company also claims through its correspondence and in my account that if I have any questions my assigned " Dedicated Loan Specialist, '' named XXXX XXXX XXXX can allegedly be reached at ( XXXX ) XXXX, but this phone number is ALSO incorrect and I receive an automated message telling me that I have dialed the wrong phone number. THEREFORE the Company is providing me with inadequate time to make an informed decision, and IS NOT providing me with ANY resources to obtain the information I need to make an informed decision. ADDITIONALLY, the Company 's evaluation of my loss mitigation options is INCORRECT! The Company is egregiously engaging in deceptive and unfair lending practices and unjustifiably attempting to coerce a distressed borrower into predatory loan terms or risk losing my home to foreclosure or filing a XXXX XXXX Bankruptcy because the Company 's negligence in correctly evaluating my loss evaluation options.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32829
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage loan is delinquent due to economic hardship caused by the XXXX pandemic. I have tried to resolve this matter with first XXXX XXXX and recently Mr. Cooper for over one year and have run into brick walls as they have refused to play by the rules or provide me with access to assistance programs. Our hardship is resolved, my husband and I are both back working full time and we are able to make our regular payment, the issue is the past due payments that are continuing to accrue and push me into foreclosure. Our loan is close to being paid off ( only owe about $ XXXX ) and the obstruction by Mr. Cooper is unethical. Instead of working with us as required they are trying to steal our home. We bought our home nearly 30 years ago and our mortgage was with XXXX XXXX for most of that time. We paid our monthly payment of {$400.00} on time for decades. In XXXX my husband was in a bad car accident and out of work for close to one year. Unfortunately this caused us to miss some of our mortgage payments, but we resumed making regular payments and XXXX XXXX accepted them. In XXXX things took a turn for the worse due to XXXX. My husband lost his job and my hours were cut and we could not make the monthly payment to XXXX XXXX. I talked to XXXX XXXX agents and told them that the reason we missed payments was because my husband lost his job due to XXXX and my hours were cut. Wells agents told me that we were too far behind to be considered for any type of help and that Wells would no longer accept single monthly payments, we had to pay all past due funds in one lump sum. We could not do that and not long after that the loan transferred to Mr. Cooper. When we spoke to their agents they said there were no homeowner assistance options available and that we had to come up with the full past due balance of {$7000.00}. About a month later we got a letter from an Attorney for Mr. Cooper and we called in to see if we could apply for help since we had paid the mortgage on time for 25 plus years and our delinquency was mostly due to XXXX. The agent said no help available and now we owe {$14000.00} instead of {$7000.00}. How did the past due amount double in the space of a couple of months? We need Mr. Cooper to provide us with a full payment ledger and accounting of all payments made towards principal and interest, all legal fees, late fees, escrow and also " junk '' fees that Mr. Cooper has added to our balance. Our home is close to being paid off, then we were blindsided by a once in a lifetime pandemic and it affected our income. I have worked as a court clerk for the county for 20 plus years, and XXXX is working full time as a XXXX. We have the ability to pay our mortgage and our hardship is resolved. Our only problem is the company that holds our mortgage loan that tells us " we do not offer any solutions to help homeowners who are struggling financially due to XXXX related loss of income, even if the mortgage loan is almost paid off ''.
Company Response:
State: PA
Zip: 187XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A