Date Received: 2023-07-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX the XXXX household contracted XXXX. During this time XXXX and XXXX reached out to their bank ( XXXX ) to ask for XXXX assistance. XXXX immediately agreed and said it was taken care of. Unfortunately they mistakenly deferred their HELOC. When this error was discovered XXXX bank assured the Schmidhamers they would fix the mistake and defer the missed mortgage payments due to covid. Unfortunately many more errors followed and right before they were told it was all going to be fixed soon the loan was transferred to Mr.Cooper. The XXXX then restarted the entire process for Covid relief with Mr.Cooper. Unfortunately the process lasted much longer than anticipated and ultimately it was mistakenly denied when Mr.Cooper requested a quarterly profit and loss statement for a business. The XXXX do NOT own a business of any kind. Even though XXXX called on several occasions to address the issue and continued to provide months of paystubs by her employer and tax returns Mr.Cooper denied the claim because a document that does not exist wasnt provided. After this unfortunate event the Schmidhamers restarted the entire process over and were reassured again that everything would be fixed and not to worry. On XX/XX/XXXX the family received the news they had been waiting for. A letter saying congratulations and explaining the past due loan amount would be deferred and be due at the end of term with regular mortgage payments restarting on the date of XX/XX/XXXX. XXXX called Mr.Cooper to verify the letter and again had the long awaited good news confirmed. XXXX called again a week or so after to ask if the mortgage payments would be auto deducted and was told just to call on XX/XX/XXXX to make the payment. Unfortunately this was all later found to be completely untrue and the Schmidhamers learned that not only was nothing resolved but they would again have to restart the entire process. Mr.Cooper informed them that they missed the deadline to complete the paperwork for the USDA Covid relief they previously stated the Schmidhamers were approved for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97013
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: mr cooper is not looking at what im saying logically i said i never received notice in the form of phone call or email i tried to explain this to them butthey refuse to beleive me i state i never knew i was overdue due to problems on their way of XXXXommunicatimg m overdue thing to me which i stated was not done on their part never called XXXX XXXX me date they called and talked to me which i doubt they can do and copies of email that were read by me
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/2023 I was reported by my mortgage as being 30 days late on my monthly. Payment which incorrect. I contacted the the company and reported this inaccuracy and was unsuccessful in this being corrected. I've been paying on this mortgage for XXXX months never late that in itself should speak volumes to my character. I have great credit and this has impacted in a negative.
Company Response:
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage with Mr Cooper and I submitted my tax exemptions months ago. The mortgage didnt come less but {$300.00} more and Ive been calling and finally spoke with one person who didnt know what to say and told me they will call me back a month a go and nothing. Ive been trying to reach someone and they hang up. I cant get a hold of anyone there.
Company Response:
State: FL
Zip: 33433
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: mr coopr might of ent letters but not to me because i didnt get them nor did i receive any phone calls from them i straighten out the matter as soon as i found out with XXXX effort on mr cooper XXXX i didnt vomplain i payed up as sooh as i found out of my own accord even though amout doubled which should count for something
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My house is been foreclosure on with fraudulent assignments, and we were attempting to modify the with the loan service but instead we were placed in foreclosure while accepting documents for a modification. This is dual tracking. I asked for the gap account because I questioned the amount owed. I sent QWR
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: nationstar offered a mortgage assistance application in connection to covid 19 ( letter ) and shut it down because they did not have authorization Athorization to release information from the mortgaggors, who are 2 owners ago, now that thebank " found an authorization to participate '' that was permanent ( attached ) they need to respond to the covid 19 modification applicaition and ask us what other docs they need if any ( attached ) we wnat a current response that we never got. THIS IS NOT A DUPLICATE REQUEST PLEASE RESPOND
Company Response:
State: NM
Zip: 87120
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: My XXXX XXXX bankruptcy was discharged in 2014. XXXX XXXX XXXX never reported my payments to the credits bureaus and now y mortgage is with Mr. Cooper and they are not reporting my payments. My mortgage was not included in the bankruptcy.
Company Response:
State: MD
Zip: 21209
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I came out of Forbearance from XXXX XXXX and ended up with Mr. Cooper ( Acct. XXXX ). They never called me to set up anything. On the phone with Mr. Cooper on XX/XX/XXXX and also on XX/XX/XXXX. It took two days because the representative could not find my account. I only knew from talking to XXXX XXXX to start paying Mr. Cooper on XX/XX/XXXX. XXXX XXXX told me that my monthly payments would be actually less than pre-forbearance. I started paying Mr. Cooper {$1500.00} monthly until they told me to stop paying them when my XX/XX/XXXX payment was not accepted. The reason is that my payments were messing up with their arbitrators. They told me that it will take them up to three months before a set payment amount is made. In XX/XX/XXXX Mr. Cooper sent me a mortgage contract that I had to sign and notarized. That was completed and mailed to them. I have not received my signed copy back and have requested it numerous times. It appears that I do not have a mortgage contract, which they started to this day. They send bills through XXXXXXXX XXXX for the entire forbearance period with XXXX XXXX. They just dinged my credit score by saying i am 180 days late for payments which is untrue. Documents will show monthly payments from XX/XX/XXXX to XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34638
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I need HELP!! I was approved for a forbearance during COVID in XXXX, but was also terminated from my job in XX/XX/XXXX. My dad ( a veteran ) died from XXXX in XX/XX/XXXX, so I requested an extension for the forbearance and was approved. I was denied unemployment and during the appeal process, a librarian helped me fax some papers. She informed about the Mortgage Assistance for Alabama. I applied but was denied because they said my loan payment showed it was over the {$50000.00} maximum. I went to XXXX XXXX XXXX and XXXX XXXX for assistance. I was asked if the mortgage company could accept the {$50000.00} and apply the partial/balance over the {$50000.00} amount to me, or modify the remaining ( since it would primarily have been for escrow due to taxes & insurance ). The Mortgage Assistance of Alabama program stated there is a time frame, and funds were available on a fist come first serve basis. Mr Cooper REFUSED to assist me! Mr Cooper demanded the full past due amount and would NOT accept any smaller payments! They only offered to refinance my entire loan for another 40 yrs & a higher payment, & higher interest rate! They were forcing me into foreclosure, so in XX/XX/XXXX I filed bankruptcy to prevent foreclosure. My attorney advised me to apply for another modification while the bankruptcy is active. However, on XX/XX/XXXX I was terminated from my current job ( reason states for filing bankruptcy ), and I have applied for Unemployment. My employer is refusing to pay the Unemployment Benefits. I have appealed and I am currently waiting on a date and/or update, but I currently do not have ANY income. In XXXX, I called Mr Cooper and explained my situation. I was instructed to contact my bankruptcy attorney and have him call them. On XX/XX/XXXX I received a packet with a modification agreement that states it will add {$13000.00} to the current principal balance of {$160000.00} adn the new principal balance modified will be {$180000.00} ... which will begin on XX/XX/XXXX. On page 2, it states in 1 ( A ) I am experieincing a financial hardhsip, and as a result, ( i ) I am in default under the Loan Documents or my default is imminent, and ( ii ) I do not have sufficient income or access to sufficient liquid assets to cure the default or to make the monthly mortgage payments now or in the near future. It states the new maturity date will be XXXX/XXXX/XXXX ( which is 40 years )! And the current Total Outstanding Balance of my loan is {$220.00}, XXXX. The interest rate will increae from 4.25 % to 6.8750 % and the new monthly payment will be {$1500.00} due on XX/XX/XXXX. The original loan amount was {$200000.00}. They have ignored or disregarded ALL the payments that I have made from XXXX! I called and they said They could not speak to me, only my bankruptcy attorney, due to the bankruptcy filing. My attorney filed the affidavit authorizing me the ability to communicate with Mr Cooper and receive statements or any documents pertaining to a modification. This seems like price gouging or predatory lending to me! Today is XX/XX/XXXX and I STILL do NOT have ANY income! Plus, I am in an ACTIVE bankruptcy ( due to Mr Cooper ). So, I know I will not be able to pay ANYTHING on XX/XX/XXXX! Hopefully, I will have had my Unemployment Appeal and my Termination Appeal before then, so I can get my job back and/or have some type of income!
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A