Date Received: 2023-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is my third complaint about this mortgage company. Why is my monthly statement showing that I owe {$1000.00} And why is it showing an overdue payment of {$590.00} and what is a partial payment unapplied mean? Why is my statement showing all this when I was approved for a load modification. Please first answer the meaning of partial payment unapplied. Where did that {$140.00} go if it's a partial payment unapplied? Every time my online account showed a payment due, I paid it. So how can there be an overdue payment. My monthly payment is supposed to be {$500.00}. not {$1000.00}. I'm supposed to have a loan modification because I have stage XXXX XXXX and can not work at this time but instead you're making it worse by saying I owe {$1000.00} and saying there is a overdue payment and what does {$140.00} in partial payment unapplied mean? Where did that money go? Are you keeping it for yourself? What does partial payment unapplied mean??? This is the worst mortgage company! They just want to hurt people. I keep calling and leaving messages for the XXXX XXXX XXXX XXXX and he never returns my calls. And then when I tried to do a live chat with XXXX on XX/XX/XXXX, after a half hour I gave up because she never came back. The last thing she said was " Thank you for your patience, please allow me a few more minutes, I am still reviewing your account. '' And then a manager stepped in.
Company Response:
State: MI
Zip: 48127
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX Dear XXXX, XXXX : Single Point of Contact at XXXX XXXX XXXX XXXX # XXXX I am writing to address NO contact received by me from you on 3 separate occasions. XXXX. On XX/XX/XXXX from XXXX who requested via email, a call back from you to me. XXXX. On XX/XX/XXXX from XXXX in XXXX who requested a call back request via email from you to me XXXX. And lastly from XXXX in TX on XX/XX/XXXX who emailed a specific request via email for a call back from you to me at XXXX XXXX on XX/XX/XXXX. After speaking with XXXX, I was taken off the fore bearance, made payment towards my mortgage and a flex modification was put into action. We also discussed the NO CONTACT between Right Path and XXXX XXXX XXXX XXXX FUND # XXXX. She stated no such communication was in your files and said she emailed XXXX at that time? She assured me you would call me back, going so far as saying XXXX XXXX is very good about calling back. I then spoke with XXXX and he informed me that the flex modification was not approved, he offered me a full -on application for a modification. As I was told this was my only option. I again requested a call back as XXXX XXXX you are the Single point of contact for my loan. I requested to speak with you as that is what I was told from XXXX. Lastly, I spoke with XXXX I was told my number was blocked because of the bankruptcy being filed. I received no communication that this was the procedure. I did receive an informational statement on XX/XX/XXXX on what I owe, no other information. She updated my account information, telephone, email and physical address and assured me I would receive a call back from XXXX XXXX! I am asking if this is a common practice at Right Path to make no attempt to speak with a person who is obviously struggling, and making them think they will lose their house, when an attempt was made to show good faith as well as trying to move forward with a plan to retain the property. I am appalled by the lack of communication and the perceived deceptive practice of this servicing company under Mr. Coopers umbrella. Please know that Im in contact with the Attorney Generals office and have filed a complaint with CFPB. XXXX XXXX
Company Response:
State: MA
Zip: 013XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan # XXXX I applied for a loan modification on XX/XX/XXXX and sent all docs in. My servicer advised per their web portal that i was missing A document so I sent the document and they received it. As of today those documents are still pending for review 20 days latter. I received a complete acknowledgement letter date XX/XX/XXXX. I spoke with a escalation rep on a number of occasion and on XX/XX/XXXX he said I needed another check stub I sent it the same day and by the way they never sent me a letter requesting documents on XX/XX/XXXX that was just what he asked for. As of today my documents that were sent on XX/XX/XXXX have not been review. I asked for a manager and he said there was no one higher than him. Again I have the complete acknowledgement letter that stated my application was deemed complete on XX/XX/XXXX so they have until XX/XX/XXXX to be finished but they have not even looked at docs yet I will screenshot the portal page and attach the complete acknowledgement letter.
Company Response:
State: SC
Zip: 29673
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
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 presence of a derogatory rating on my account is causing me great concern. I am deeply worried about the impact it may have on my credit. It has already led to 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: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: The mortgage company Rightpath, finally updated my account and I have been unable to reach the attorney they hired to start foreclosure on my home, XXXX XXXXXXXX. I have left at least XXXX messages to stop this foreclosure with no response.
Company Response:
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
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/Mr. Cooper shows late payments on an old, closed, fully-paid-off mortgage. These were deferred payments offered by them during Covid. As I understand it, there should have been a code identifying this as Covid-related so that my credit report/score would not be adversely affected. I believe my score has been negatively affected by these " late '' payments on my history. I have raised a dispute, twice this month, with XXXX, but other than different months marked late or different final payoff amount, I don't see any change in my creditworthiness. I am still considered being a late payer with them.
Company Response:
State: VA
Zip: 23236
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My ex spouse XXXX XXXX XXXX fraudulently used my name ( XXXX XXXX ) against the divorce decree order as a joint account holder for NationStar Mortgage.. I have court docs to prove signed by a judge ... stating that I XXXX XXXX AM NOT LEGALLY RESPONSIBLE FOR PAYING THE MORTGAGE THAT INITIALLY STARTED WITH XXXX XXXX.. AND THEN REFINANCED SEVERAL TIMES.. NOW THE EXISTING MORTGAGE HOLDER IS NATION STAR MORTGAGE.. I HAVE THE COURT LEGAL DOCS TO STATE THAT IT'S HER FINANCIAL RESPONSIBILITY TO PAY THE MORTGAGE 100 %.. PLEASE IMMEDIATELY TAKE MY NAME OFF OF THIS MORTGAGE.. AND EXPUNGE THIS RECORD FROM CREDIT REPORT WITH XXXX AND XXXX CREDIT XXXX THANK YOU!
Company Response:
State: CO
Zip: 80113
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Sold my mortgage. Kept my {$10000.00} mortgage payment. Did not puti it towards my mortgage payment.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying to close this loan assumption with Mr Cooper Nationstar since XXXX. The buyer and I signed documents on XX/XX/XXXX and this loan is still not closed and the buyer is not able to pay.
Company Response:
State: MN
Zip: 55075
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was originally opened in XX/XX/XXXX with my local bank- XXXX XXXX. I received notification XX/XX/XXXX that my mortgage was purchased/transferred to XXXX XXXX XXXX XXXX subserviced by Mr. Cooper. Although I was disappointed at this change due to having a local contact, I unfortunately did not have any choice in the matter. I continued to make my payments without issue. I will point out that it is extremely difficult to pinpoint who I am supposed to contact in regards to my mortgage at this time. I was told XXXX XXXX owns my mortgage, but that XXXX XXXX XXXX is the servicer. But then I also am submitting my payments to Mr. Cooper. And all of those companies seem to be doing business as XXXX XXXX XXXX? The website I log into is under XXXX, but my payments are sent to Mr. Cooper. Who is responsible for actually taking care of my concerns? In all of the mortgages I have owned or been aware of through friends/family, there is ONE servicer and not all of these " shells '' which are incredibly confusing and in my opinion, should be illegal. Regardless, my home originally appraised for {$780000.00} in XX/XX/XXXX as part of the original purchase. ( I understand this appraisal is no longer valid- please understand the purpose in preliminary calculations. ) My current loan value is approximately {$630000.00} - for a ballpark loan-to-value ratio of 81.79 %. I have spent roughly {$60000.00} in improvements since I purchased the home. In my opinion and preliminary calculations, my home 's value should easily surpass the 80 % LTV minimum required to eliminate PMI. I contacted Mr. Cooper in XX/XX/XXXX to request that my PMI be removed in light of the improvements that I made to the property. I was first told by the PMI department that they will need to submit in writing the improvements and amounts spent to XXXX XXXX in order to have PMI removed. I am told that since the amounts are so close, I shouldnt need to complete any appraisals but that they will check into it and call me back. No one called me back. I followed up two weeks later and this time I was told that the original agent did not outline the improvements in specific-enough terminology. I reviewed the amounts/dates again with the new agent and was told they would submit and get back to me. No one calls me back. It is now XX/XX/XXXX when I contact Mr. Cooper again. This time a new agent apologizes for the false information I was previously given. I spend over an hour on the phone with her, again outlining the situation and the dates/amounts of the improvements. The new agent indicates I will need to have an informal appraisal completed. This would mean that someone would come to the house and walk around the exterior. I would not need to be home and the person would not need to see inside of the home. This would not cost me any money. I agreed to this process and she submitted that request. I am told someone will call me within 30 days with further information. After 30 days and no one calling me, I again contact Mr Cooper in XXXX XXXX. At this point, I am told that ALL of the previous agents were incorrect. Because my loan is less than one year old, I would need to obtain and pay for a complete formal appraisal which would run ballpark of {$500.00}. They can not explain why I was given false information, nor why I was never contacted about the previous requests that were submitted. I agree to the formal appraisal and Mr Cooper says they will expedite the request. I am contacted by the appraiser ( XXXX. ) and we set date for XX/XX/XXXX. XXXX. comes to my home and takes pictures/measurements of all of the rooms and exterior. He asks about improvements we have made. He says we should get the results of the appraisal in a week or two from the bank. We arent sure who he means by the bank but assume it will work itself out. I contact Mr Cooper one week later for an update they havent received the appraisal report from XXXX. I contact Mr. Cooper again at the two week, three week, and four week marks each time I am told that they havent received the appraisal report from XXXX. As it was then a month since the appraisal, I contacted XXXX. directly to inquire about the status of the report. He tells me that roughly one week after the appraisal, he received a cancellation from the bank and was told not to proceed with the report. XXXX. told me that he had a question in regards to a Maintenance Agreement. ( My home is roughly 1.5 miles back a private legal right-of-way which is in the deed. There is no Maintenance Agreement as it is a deeded right-of-way. We do not live in a neighborhood with HOA, etc. which would necessitate a Maintenance Agreement and I have never heard of this before. ) XXXX. tells me that he contacted the bank to inquire how he should proceed with valuing the property with this scenario, and the bank told him to cancel the entire appraisal. I immediately call Mr. Cooper and relay the same information. I am told they have no record of the appraisal being canceled, and they are still waiting on the report. After explaining everything multiple times to different reps, they finally agree to submit a request to XXXX XXXX for an update. I go back-and-forth with Mr Cooper over the course of the next two weeks and spend many hours on the phone with different agents. Eventually I am told that XXXX XXXX responded - the appraisal was canceled due to Lack of Access to the property. They have no idea why seeing as XXXX. accessed my property and even took pictures. They submit more requests to XXXX XXXX to hopefully salvage the appraisal since XXXX. already had most of the report finished. At this point I even tried to contact XXXX XXXX directly and was told they cant help borrowers directly and I need to contact my loan servicer. Over the past one week, I was told that Mr Cooper agents were submitting a Voice of the Customer type of complaint to escalate my problem to management. On XX/XX/XXXX, I receive an email from a new company called XXXX inviting me to schedule an appraisal with a different appraiser entirely ( XXXX. ). Their website is malfunctioning, so I google the company XXXX. directly. This company has a slew of complaints from previous customers for various reasons such as poor customer service, lack of communication, timeliness issues, and even grossly undervalued appraisals compared to local comps. Again I contact Mr. Cooper for clarification the agent doesnt know anything about any new appraisals. They still dont have any updates from management, and they are still hoping to salvage the previous partial appraisal. I communicate my discomfort with the new assigned appraiser XXXX. On XX/XX/XXXX, I receive a call from a Team Lead at Mr. Cooper who relays that I need to schedule a brand new appraisal with XXXX. I again explain the problem and my concerns regarding XXXX, inquiring why I cant use previously assigned appraiser XXXX. The Team Lead agent tells me she doesnt know, but she will again document my concerns and escalate. As of today, I still do not have any resolution to why- or how long- I will continue to pay PMI despite the value of my home being satisfactory for cancellation. Further, the loan is now over one year old which means that according to Mr. Cooper 's original statement, the PMI should simply be removed based on description/values of improvements made to the property and no formal appraisal should be required. It has been approximately 4.5 months since I initially requested for my PMI to be removed from my loan. I have spent roughly {$420.00} in PMI premiums during that same time period for which I do not feel that I am liable. On top of this, I must take off another day of work to accommodate a brand new appraisal, which I am told will cost upwards of {$500.00} and will take another month to complete start-to-finish with an appraisal company XXXX. that I am not comfortable with. From the beginning of my write up, please remember that my original ballpark LTV ratio was 81.79 %. All of the above phone calls ( XXXX total hours ) I have spent on the phone with Mr. Cooper over the last 4.5 months are in regards to the value of my home increasing by less than a mere 2 %- when I have spent upwards of {$60000.00} in improvements to the property. Mr. Cooper and/or XXXX XXXX have failed to follow the requirements set forth in The Homeowner 's Protection Act of 1998 for timely removal of PMI within 30 days of the homeowners request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A