Date Received: 2023-08-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, I had a loan with XXXX XXXX XXXX along with XXXX XXXX and XXXX XXXX which ended last year. We made all our payments on time and had no issues. Mr. Cooper bought our loan and we are in the process of refinancing and it says that we deferred our payments until XX/XX/2022 which is incorrect. We also don't mind if we actually deferred but we paid the loan off completely in XX/XX/2022. Additionally, we just wanted to speak with them so we could address the issue and get documentation for our lender because we could not find any. For over a week we can not get through, they make it impossible for you to have a conversation. We also can't even find a proper email to send a message other than one for payoffs. This has been horrible customer service. We ask that they just remove the deferment note from our credit reports so that we can move on because this has caused us an issue for a long time and we are in jeopardy of not being able to refinance now because of their lack of communication. This is personally hurting us. Thank you.
Company Response:
State: CA
Zip: 94506
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: loan was not with this company, im diputing information being reported to the credit bureaus i am not aware of this loan being refinanced with this company late payments are innacurate as well
Company Response:
State: TX
Zip: 781XX
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: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXXowa XXXX Subject : Complaint Regarding Improper Mortgage Loan Transfer and Resulting Credit Penalty To Whom It May Concern, I am writing to file a formal complaint against XXXXXXXX XXXX XXXX XXXX XXXX and XXXX XXXX - Mr. Cooper regarding the transfer of my mortgage loan and the subsequent credit penalty that has been unfairly imposed on me. I believe that both banks mishandled the mortgage transfer process, resulting in detrimental consequences on my credit rating and financial well-being. Loan Details : Loan Number : [ Your Loan Number ] Original Lender : XXXX XXXX XXXX XXXX : Mr. Cooper Timeline of Events : In XX/XX/XXXX, my mortgage loan was transferred from XXXX XXXX to Mr. Cooper. Notification of this transfer was mailed to my previous address which never got forwarded to me. They also called an incorrect phone number, so I never received the communication from XXXX XXXX or Mr. Cooper. During this time, I had set up automatic payments for my mortgage with XXXX XXXX to ensure timely payments. This setup was in place at the inception of the loan with XXXX XXXX and through XX/XX/XXXX to XX/XX/XXXX. However, during this period, my payments to XXXX XXXX were rejected and not processed properly. I was not informed about this issue, and there was no communication from XXXX XXXX or Mr. Cooper regarding the payment rejection. Any communication was sent to an old address and phone call to an incorrect number resulting in me being unaware of this issue. As a result, my credit history indicates late payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX which was reported by Mr. Cooper ( transferee ). This unjust credit penalty has led to severe consequences, including the potential disruption of my upcoming home closing scheduled in just XXXX weeks ( XX/XX/XXXX ). Complaint Details : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX failed to ensure that my automatic payments were processed correctly during the transition. Their lack of communication and failure to notify me about the payment rejections has led to unjust late payment reports on my credit history. XXXXXXXX XXXX - Mr. Cooper : Mr. Cooper, as the new servicer, bears responsibility for ensuring a seamless transfer process. Their failure to properly manage the transfer, communicate the payment issues, and rectify the situation and reporting this issue as late payments has directly contributed to the negative impact on my credit score. I have made efforts to address this issue with both XXXX XXXX and Mr. Cooper, but both institutions have been unresponsive and unwilling to take responsibility for the credit penalty that I am now facing. This credit penalty not only affects my financial stability but also jeopardizes my ability to close on a home in just XXXX weeks. I kindly request that the Consumer Financial Protection Bureau intervene in this matter and investigate the improper mortgage transfer process and the resulting credit penalty. I am seeking a fair resolution that includes the removal of the unjust late payment reports from my credit history and any necessary steps to repair the damage caused by this incident. I can provide any relevant documentation to support my claim if needed, including correspondence with Mr. Cooper, as well as credit reports reflecting the erroneous late payment reports. Thank you for your prompt attention to this matter. I trust that the Consumer Financial Protection Bureau will work towards a just resolution that upholds consumer rights and ensures a fair and transparent financial system. Sincerely, XXXX XXXX
Company Response:
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX Mr Cooper mortgage company who I pay escrow and my mortgage payment to, did not pay my Town taxes nor my home insurance. Due to this I will be charged fees. I pay monthly and early. Mr Cooper is happy to take my payments but not do the right thing by paying my insurance and escrow. Thisis illegal they are taking my money and not making these payments.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My parents were divorced when I was XXXX XXXX XXXX. I was raised solely by my mother. My father died XXXX of 2010. I'm a adult and have/had no means to take responsibility of his home or property. I'm an adult and he or his other adult children had no right to illegally sign/notirize my name to his land or mortgage and address it to his daughters home mailing address. The file shouldn't be attached to me. So far I've been denied XXXX ( XXXX XXXX income ) due to too many resources and I have none and the law firm assigned and the State of Oklahoma refuses to delete or remove the file. Never should my adult life be ruined with my father 's remains upon his death I was and will never in a position to live as he did. The property is not mine. It shouldn't be attached to me that causes random collection calls of taxes due and many people have began to name their children after me and XXXXor create imposters/doppelganger especially spouses that don't exist that often times lurk at the stairwell of the apartment complex where I currently reside attempting to recover from being homeless. The house and property is not mine ; he/they had no right to sign my name anywhere or notorize it to me ; I was an adult upon his death without any proper means or lifestyle to payoff his debt and he has/had 3 other adult children that he raised as military brats while married to my now deceased mother that he could of attached his death dead debt to especially based off the fact that he and them had solid relations as a family ; we didnt, I was raised as a complete bastards child by my mother.
Company Response:
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a 30 year fixed mortgage serviced by Nationstar Mortgage LLC also known as Mr. Cooper. My regular monthly payment ( MP ) covers three items ; interest, principal and escrow. Mr. Cooper is supposed to deposit the money collected from the escrow portion of my monthly payment to pay for real estate taxes and hazard insurance premium associated with my mortgage loan. My property is an owner-occupied fourplex with 3 separate structures ; as a result, each of the structures has its own hazard insurance policy. I carry 3 distinct hazard insurance policies associated with the mortgage loan serviced by Mr. Cooper. On XX/XX/XXXX XXXX XXXX Mr. Cooper was supposed to pay the annual premium owed to XXXX XXXX XXXX for all 3 hazard insurance policies related to my mortgage loan. Mr. Cooper paid the premium for two of the policies ; policy XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was never paid by Mr. Cooper. As a result ; my policy was cancelled by XXXX XXXX. I became aware of the problem when Mr. Cooper sent me a letter DATED XX/XX/XXXX OF 2023 NOTIFYING ME THAT THIS IS THIS IS MY " SECOND AND FINAL NOTICE TO OBTAIN INSURANCE ... ... THE INSURANCE WE BUY ( MR. COOPER ) WILL COAST AN ESTIMATED {$5900.00} ANNUALLY ''. On XX/XX/XXXXXXXX XXXX XXXX I contacted my insurance agent ; my agent was unable to renew the same policy with XXXX for an annual premium of {$580.00}. Many of the preferred insurance companies are choosing to exit the California market ; my agent was able to provide me with insurance coverage with a different carrier at a higher annual premium of {$830.00}. The new insurance premium is costing me {$240.00} per year for many years to come. In addition, Mr. Cooper wants me to pay {$860.00} for the lapse in coverage from XX/XX/2023 ( the date Mr. Cooper failed to pay XXXX ) to XX/XX/2023 ( the date my insurance agent and I provided a new policy through a new carrier ). Mr. Cooper is very difficult to communicate with, navigating its toll free number is impossible. To reach its escrow or insurance department is a very challenging task.
Company Response:
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am an XXXX XXXX single XXXX female with a small income and I suffer from health issues. I have owned my home for almost 20 years, but I now fear that Mr. Cooper / Nationstar will take my home away no matter what I do to try and reinstate my loan. I have had extreme stress from Mr. Cooper 's actions, including a trip to the XXXX XXXX after talking to Mr. Cooper 's employees. My loan is currently in a pre-foreclosure status even though I have been trying to pay Mr. Cooper. My loan is a XXXX XXXX loan that originated in XXXX. It was assigned to Nationstar/Mr. Cooper on XX/XX/XXXX by XXXXXXXX XXXX XXXX servicer since XX/XX/XXXX ). It has been nothing but trouble dealing with Mr. Cooper since they took over my loan. My current balance is about $ XXXX, and my monthly payments are about {$480.00}. I fell behind on my mortgage due to costs of plumbing repairs around XX/XX/XXXX. I am experiencing frustrating and ongoing issues in obtaining a reinstatement quote so that I can pay and reinstate my loan. I have the assistance of a HUD housing counselor, and I have local financial assistance ready and available to help me reinstate my loan, but Mr. Cooper seems to be setting me up for inevitable lawsuit and foreclosure on my home. Here is a timeline of the events : XX/XX/XXXX Statement from Mr. Cooper shows balance of {$4400.00} XX/XX/XXXX Faxed release and authorization for HUD Housing Counselor and legal aid staff to communicate with Mr. Cooper ( XXXX ) XX/XX/XXXX Mr. Cooper quoted {$6600.00} as reinstatement figure over the phone ; stated emailed to borrower as well XX/XX/XXXX I completed submission to City of XXXX for financial assistance XX/XX/XXXX Mr. Cooper called me harassing me saying they would have me out of my home in 30 days, despite no foreclosure being filed. XX/XX/XXXX XXXX XXXX XXXX approved funding a full reinstatement of my loan amount plus I secured {$480.00} payment from personal funds. XX/XX/XXXX - Mr. Cooper quoted {$6600.00} as reinstatement figure over the phone, told me it was good through XX/XX/XXXX XX/XX/XXXX I mailed checks to Mr. Cooper from myself and the XXXXXXXX XXXX XXXX in the amounts quoted. XX/XX/XXXX Mr. Cooper received payments per USPS XXXX XX/XX/XXXX Stamp date on checks entered by Mr. Cooper XX/XX/XXXX I called Mr. Cooper to inquire about application of funds. I was on a very long hold, and then I was hung up on by Mr. Cooper. XX/XX/XXXX I went to emergency room from stress related to Mr. Coopers refusal to apply my funds. XX/XX/XXXX I received a XXXX package from Mr. Cooper, containing the defaced, returned checks from XXXX and myself ( XXXX XXXX check ) ; I called Mr. Cooper and they stated I was short {$60.00}, so they were rejecting my payments. XX/XX/XXXX I called Mr. Cooper for reinstatement figures and was told I would get reinstatement figures in 3-5 business days. I was also told they will be 15 day figures, not 7 day figures. I have yet to receive this. XX/XX/XXXX I spoke with Mr. Cooper and they stated the reinstatement amount is now {$7600.00}, and it was good through XX/XX/XXXX and can only be cashier 's check or wire. I was very distraught because XXXX will not wire for less than XXXX XXXXXXXX and will not send out a cashier 's check. XX/XX/XXXX Mr. Cooper quoted me a 24-hour reinstatement amount of {$7700.00}, {$50.00} more than the day before, and within the previously quoted time frame of XX/XX/XXXX expiration. I asked for an escalation contact at Mr. Cooper and they stated that my loan was already referred to foreclosure firm on XX/XX/XXXX XXXX XXXX XXXX XXXX. They also stated that XXXX XXXX requested a reinstatement via their portal on XX/XX/XXXX. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Unproductive calls to Mr. Cooper that yielded no reinstatement figures TO DATE, I have no reinstatement figures from Mr. Cooper or LOGS ; The XXXX and I remain ready to pay, but no one at Mr. Cooper will cooperate in providing a reinstatement figure that is useful and will not work with me at all in accepting payment to bring my loan out of default. I feel that Mr. Cooper is purposely trying to foreclose on my home. I am sending a Notice of Error to them today.
Company Response:
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Beginning of Covid in XXXX our mortgage payments were refunded twice. I called and they said payments were suspended due to lock down. At the end of 2 years I was told I had to pay back payments totaling over {$89000.00}. Which I didn't have. In XXXX of XXXX my husband died after a long illness of XXXX. I was threatened with foreclosure. Since XXXX of XXXX I have sent in modification loan documents over XXXX times, only to be told something was always missing or I left out information. I had to take out bankruptcy in XXXX in order to stay in my home. The latest round was the final straw, again I am being told they didn't get the correct info and it was received late. I am XXXX XXXX XXXX with numerous health problems including XXXX XXXX. All I want is to be treated with respect and fairly. Help
Company Response:
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I sent a secure note to Mr Cooper requesting a copy of my original loan agreement again. They said I would hear back within XXXX business days. No response. Tried again on XX/XX/XXXX. They said would be in touch with me soon. XX/XX/XXXX messaged again. Same response as before. I called at the end of XXXX. I was told they could not find my documents and would have to send to another department to assist me. They said they would call or mail me when resolved. I have not heard back. In XX/XX/XXXX did a chat with a rep. He stated he too could not find my documents but " assured me '' I would get a notice along with my documentation. At this point I am POSITIVE we do not owe them money and they are just taking our payments.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I brought a home as first time buyer, shortly thereafter my mortgage was changed to a different servicer, Mr. Cooper. My monthly mortgage payment included my PMI insurance for an amount of {$2100.00} per month. At closing I paid for my hazard insurance for the year. On XX/XX/2023 that policy was to renew with XXXX. However, XXXX quoted an increase of {$2.00}, XXXX increase. I told them I am not renewing. The escrow department for Mr. Cooper called XXXX and XXXX told them the hazard insurance is XXXX. When I tried to make a payment, I noticed my mortgage was now {$2300.00} for a monthly payment. I called Mr. Cooper who told me that was for my hazard insurance. I then conferenced called XXXX with Mr. Cooper 's escrow department. XXXX acknowledged the mistake and stated they would send the check for the difference as they could not send it to the escrow department. Mr. Cooper 's escrow department stated, once I receive the check for the difference of {$1800.00} from XXXX, to immediately deposit in my escrow account and my mortgage payment would resume the original amount of {$2100.00}. I made the XXXX payment of {$2300.00}. On XX/XX/2023, I received the check in the amount of XXXX in which I deposited into my escrow account,. I called Mr. Cooper and they claim they would do an escrow analysis to correct the erroneous increase. On XXXX the problem was not resolved. I called again and spoke to XXXX XXXX did not give me her last name ) and she stated the mortgage would not change. The escrow department advanced payments and that paid for the credits. I asked for an account history. After receiving the account I asked why am I being charged a PMI. XXXX stated that is part of the loan. As we went down the list of transactions, the amount deposited was not deducted. The PMI amount is included in the mortgage payment of XXXX. I am being charged twice for the PMI and my fixed rate mortgage should not be at {$2300.00}. I made the XXXX payment at that amount and now I need to know what do here. I calculated the discrepancy on just the hazard insurance error and it is at {$2600.00} not to mention XXXX I am being charged twice since they took on my mortgage loan.
Company Response:
State: FL
Zip: 33407
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A