Date Received: 2023-08-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was betrayed and blindsided by Mr. Cooper. This shouldn't be surprising as they have had years of shadiness and unscrupulous dealings with me. Mr. Cooper and I had seemingly, finally started an open dialogue after all these years. I was applying for government financial help to save my home. Mr. Cooper was directing me on what forms and documents I needed. I had turned in everything that was asked of me as it was asked of me. Out of nowhere I see that my home is up for a foreclosure sale once again. I never heard a decision on financial aid and never missed turning in a required item. They apparently weren't really working with me at all but were just buying time to sell my house again. I am devastated. I finally had hope. Also, it seems like a conflict of interest that I am applying for " government aid '' but Mr. Cooper was the only ones handling the forms and deciding the outcome. My contacts at Mr. Cooper were XXXX XXXX and XXXX XXXX. I actually believed they were trustworthy.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Account number Mr COOPER - XXXX property address XXXX XXXX XXXX, XXXX, Ga XXXX, In XXXX was refinanced into a predatory interest only loan. It has now recasted and my XXXX dollar loan is now a balance of XXXX. I requested modification and they have advised Me COOPER formerly Nationstar who took over servicing the loan that it is a predatory loan and they have failed to take action against XXXX XXXX and help me. I applied for the modification but my payment went up not down so it intentionally causes me hardship and suffer no help me. My {$800.00} payment went to {$2400.00}. I made the first payment of the modification in XX/XX/XXXX and when I went to make XX/XX/XXXX payment that was due by the XXXX of XXXX they would not let me pay over the phone on the automated service, they would not let me pay online, and when calling the hold times were over an hour each time to try to get a rep to answer and did not offer automatic ach. Now their policy is if you miss one trial payment you cant apply for another XXXX mo even if your financial or medical situation has changed, therefore people lose their homes because you cant reapply as Georgia is a non judicial state and they can take your home in less than 120 days. I want out of this interest only XXXX subprime loan from XXXX. Their policies are causing me to lose my home and I am requesting the stop of the foreclosure. The interest accrued of over XXXX. I requested a 30 year loan to bring the payment lower they refuse to work with me. Please step in as I should only be responsible for the original loan amount I was not aware it was interest only at the time. The investor needs to reconsider and stop the sale date and Mr COOPER should not have a policy that if someones situation changes that they have to wait XXXX mo to reapply. Please investigate and hold them accountable for for internet finally causing harm to me to lose my home by ignoring g the fact they are aware its a predatory loan. Whenever I call the modification department they refuse to consider any options to reduce payment and have only increased it. I want to stay in the home but it is in their best interest to issue a forbearance or put it on hold and I can try to XXXX it in XXXX mo or reapply for another modification. In their modification department they refuse to try to help me and have disc outages me at their team level supervisor guiding them to tell me that their is no point in reapplying and giving their personal opinions saying it will get rejected. This is not helping me as a consumer. If a foreclosure goes on my credit thru will be liable for defamation of my credit because they are not proactive in modifying my loan or reinstating the modification offered. How do you go from XXXX a month to XXXX. This is supposed to be a hardship assistance and it is the opposite. It is causing me harm with this predatory interest only loan.
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
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: Nationstar is incorrectly reporting this account. The account has been paid in full and accepted by Nationstar. This account needs to be updated to reflect paid in full to reflect accurate reporting.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
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: Mr Cooper marked me late on a mortgage payment in XX/XX/2023. This is false. Please remove this immediately from my report or Ill have to take legal action
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
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: Nationstar is incorrectly reporting this account. The account has been paid in full and accepted by Nationstar. This account needs to be updated to reflect paid in full to reflect accurate reporting.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A late payment was reported by my mortgage company as in error back in XX/XX/2022 call multiple times to the creditor to update no results
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year XX/XX/2022, I applied for a XXXX removal. I was asked to pay for the appraisal. After paying out of pocket for the appraisal, my equity was still under 20 %. To go over 20 %, I called in XX/XX/2022 and paid on the phone an additional amount towards the principal o make sure I had over 20 % equity and requested XXXX removal. The XXXX was never removed, and they have kept charging me for XXXX even after over a year. I have called customer support numerous times. However, they haven't fixed the issue. According to the support, this was a mistake from the support person on the call as they did not pay the whole amount towards my principal and skipped that month 's automatic monthly payment. I keep getting told this will be fixed, and every few weeks receive a call from one support person. However, it has been over 2 months since I called them back again. Please help me get this issue fixed, and I should be refunded the last 1 year of PMI insurance payments. Below is the additional payment info from XX/XX/2022 when I paid the addition principal to go over 20 % equity. Additional Principal XX/XX/2022 {$41000.00} {$41000.00} {$0.00} {$0.00} {$0.00} {$440000.00} Lender Paid Expense XX/XX/2022 {$500.00} {$0.00} {$0.00} {$0.00} {$500.00} {$480000.00} Additional Principal XX/XX/2022 {$3300.00} {$3300.00} {$0.00} {$0.00} {$0.00} {$480000.00} Payment Reversal XX/XX/2022 ( {$3300.00} ) ( {$780.00} ) ( {$1400.00} ) ( {$1000.00} ) {$0.00} {$480000.00} Unapplied Funds Payment Reversal XX/XX/2022 ( {$500.00} ) {$0.00} {$0.00} {$0.00} ( {$500.00} ) {$480000.00} Principal Payment Reversal XX/XX/2022 ( {$41000.00} ) ( {$41000.00} ) {$0.00} {$0.00} {$0.00} {$480000.00} Additional Principal XX/XX/2022 {$41000.00} {$41000.00} {$0.00} {$0.00} {$0.00} {$440000.00} Lender Paid Expense XX/XX/2022 {$500.00} {$0.00} {$0.00} {$0.00} {$500.00} {$480000.00} Monthly Payment XX/XX/2022 {$3300.00} {$780.00} {$1400.00} {$1000.00} {$0.00} {$480000.00} Monthly Payment XX/XX/2022 {$3300.00} {$780.00} {$1400.00} {$1000.00} {$0.00} {$480000.00}
Company Response:
State: NJ
Zip: 08540
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage holder ( Mr. Cooper Nation Star ) did not pay the homeowners insurance through the escrow account that is in place. I was notified from the insurance company ( XXXX ) that my policy was not enforce due to non-payment and i needed to make a payment to keep it that way.. I contacted the mortgage company they said they no longer accept them because their rating had dropped. They failed to inform me with a letter and admitted they found no evidence of sending me a letter. They have accepted that insurance for the last few years. The policy is a fair price with great coverage from a reputable company. It is getting more difficult to obtain homeowners in California and the price is doubled if not tripled to get some. They were the ones who dropped the ball by not informing me and giving time to find comparable/fairly priced insurance.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/XXXX Consumer Financial Protection Bureau Re : Notice of Error Dispute - Account with Mr. Cooper Account Number : XXXX Date of Notice of Error : XX/XX/XXXX Dear Consumer Financial Protection Bureau, I am writing to formally reject Mr. Cooper 's response to my Notice of Error, submitted regarding an erroneous late payment on my credit report. Despite providing evidence to support my claim, Mr. Cooper 's response has been unsatisfactory and contains contradictory information that weakens their position. I raised the dispute several times this year after discovering an inaccurately reported late payment on my credit report from Mr. Cooper. This late payment has had a significant negative impact on my credit score and financial standing. To address this issue, I followed the proper procedure and called them several times to no avail. In their response dated XX/XX/XXXX, Mr. Cooper contested my claim and failed to acknowledge the error in their reporting. However, since that response, I have uncovered contradictory information within their documents supporting my initial claims that this agreement between Mr.Cooper and me was a forbearance plan, not a repayment plan. I have attached relevant evidence to my initial dispute, which demonstrates that the late payment was an error caused by an administrative oversight on their part. See Attached documents. Attachment 1 Mr. Cooper indicates agreement was a repayment plan Attachment 2 Batch report printouts define payments as FORBEARANCE / TRIAL PLAN PAYMENTS. By definition, forbearance is not considered a late payment. When borrowers and lenders enter into a forbearance agreement, they agree to modify the payment terms temporarily. During this forbearance period, the borrower may temporarily pause or reduce their regular loan payments due to financial hardship or other unforeseen circumstances. Suppose the forbearance agreement is properly executed, the lender agrees to the temporary payment adjustment, and the borrower adheres to the agreed-upon terms. In that case, it should not be reported as a late payment on the borrower 's credit report. Instead, the lender will typically register the account as " current '' or " in forbearance '' during the forbearance period. The contradictory information in their response indicates that they are constantly changing their position. Mr. Cooper has modified their rebuttals to my claims several times as to why this 30-day lateness is valid : Information explaining their reasoning is contained in my promissory note. This was a repayment plan. I made a late payment in XX/XX/XXXX And Finally, I made late payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX If there were delinquent payments before XX/XX/XXXX, why were they not included in the forbearance agreement? These highlighted and attached discrepancies further bolster my case and provide strong evidence that the late payment report was erroneous. In addition, I have searched their website and the attached correspondence between us, and nowhere does it state my credit will be affected by a forbearance or a repayment plan. As a consumer, I have the right to be informed of any pertinent information in writing. As a consumer, I have the right to accurate and fair reporting of my credit information. The FCRA explicitly provides for a thorough investigation of consumer disputes, and it is disappointing that Mr. Cooper has not taken this obligation seriously. Their response has not adequately addressed the matter, and it appears they have neglected to properly and diligently review my case. Based on new evidence, I urge the Consumer Financial Protection Bureau to intervene and thoroughly investigate this matter to ensure fair and accurate reporting per the FCRA. I request that you compel Mr. Cooper to comprehensively review my dispute and promptly correct any inaccuracies on my credit report. Attached with this letter, please find copies of my supporting documentation that indicates the contradictory information within their records. I appreciate the Consumer Financial Protection Bureau 's commitment to safeguarding consumer rights, and I trust that you will take appropriate action to resolve this matter satisfactorily. I look forward to a fair resolution and correcting the erroneous late payment on my credit report. Don't hesitate to contact me for further information or documentation about this dispute. Thank you for your attention to this matter. Sincerely, XXXX XXXX
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After several communications with Mr Cooper Mortgage company in XXXX they finally removed the mortgage insurance ( XX/XX/XXXX ) from being collected from my escrow funds. My equity in the home was well above industry averages. Within 3 months after verifying by letter that the XXXXXXXX would stop it was added back in. When I complained and filed an internal complaint with Mr Cooper my mortgage was sold to another company without resolution. The new company XXXX mortgage continues to disburse the XXXX from my escrow funds and this month XXXX, XXXX increased my monthly payment charging double. I have tried to resolve the issues by telephone and in writing to no avail.
Company Response:
State: GA
Zip: 30046
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A