Date Received: 2023-07-03
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: [ Your Name ] [ Your Address ] [ City, State, ZIP Code ] [ Email Address ] [ Phone Number ] [ Date ] Consumer Financial Protection Bureau Attn : [ Specific Department, if applicable ] [ Street Address ] [ City, State, ZIP Code ] Subject : Request for Assistance Regarding Negative Credit Reporting Dear Consumer Financial Protection Bureau, I hope this letter finds you well. I am writing to bring to your attention a concerning issue regarding my credit score adversely impacted due to a forbearance granted by Mr. Cooper 's mortgage company. I am a responsible homeowner and have diligently made timely payments toward my mortgage with Mr. Cooper for several years. However, due to unforeseen circumstances, I faced financial hardship during the month of XX/XX/2022 and was granted a forbearance by Mr. Cooper which would break up XXXX 's mortgage into equal payments over the following six months. It was my understanding that this forbearance would not have any adverse impact on my credit history. Regrettably, I recently discovered that Mr. Cooper reported the forbearance period as a 30-day late payment on my credit report. This inaccurate reporting has significantly affected my credit score and undermined my financial stability and future creditworthiness. I believe that this negative credit reporting is unjust and unfairly tarnishes my credit history, considering the circumstances under which the forbearance was granted. I have diligently fulfilled my financial obligations and acted in good faith throughout this difficult period. It is disheartening to see my creditworthiness compromised as a result of the very assistance I sought to maintain my financial stability. I kindly request the Consumer Financial Protection Bureau 's assistance rectifying this matter. I would appreciate your intervention in contacting Mr. Cooper 's mortgage company on my behalf to investigate the inaccurately reported 30-day late payment and request its removal from my credit history. Enclosed are supporting documents, including correspondence with Mr. Cooper, demonstrating the forbearance agreement. I believe these documents will help substantiate my claim and support the urgency of addressing this matter. I am confident that with your intervention, we can resolve this issue and restore the accuracy and integrity of my credit report. I sincerely appreciate your attention and look forward to a prompt resolution. Thank you for your time and consideration. Yours sincerely, XXXX XXXX
Company Response:
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2023-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed a complaint previously XXXX. This is a new complaint. I was told that my loan modification was being reconsidered and the application was showing as active on my account but then on the same day my Mr. Cooper online account showed " Your Loan Modification Has Been Rejected ''. I also sent a screenshot to the email address Mr. Cooper provided. I was told by XXXX, XXXX, and XXXX that my loan modification was approved. But my account for the last few days shows the loan modification as rejected. XXXX took a payment over the phone for {$500.00} as part of my last trial phase payment but my account is showing that I still owe {$96.00}. If I don't pay this I will be marked as late. If I do pay it and if my account actually still is in the Trial Phase, my loan modification will be rejected because I paid more than the {$500.00}. I also tried calling the manager XXXX XXXX several times. I left messages. On Monday XX/XX/ I will be having major XXXX so I won't be home to answer any calls.
Company Response:
State: MI
Zip: 48127
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan servicer committed multiples breach of contract acts, fraud by deception, Assignment of Mortgage is fraudulent and bogus, securing nothing. The Note and Mortgage were separated at settlement when XXXX XXXX XXXX XXXX XXXX XXXXXXXX nominated MERS as Mortgagee, while the beneficiary under the note remained. Fraudulent Assignment voids the Mortgage. XXXXXXXX XXXX XXXX XXXX XXXX XXXX, which sold the unauthenticated promissory note to Nationstar mortgage d/b/a Mr. Cooper Mortgage have no authority to foreclose on my property by filing titled Records of Releases and Other Actions. The crime in continuation and theft by deception included the Warranty Deed, Deed of Trust, Appointment of Substitute Trustee, all filed fraudulently to give XXXX XXXX XXXX XXXX XXXX XXXX/Nationstar mortgage d/b/a Mr. Cooper the appearance of authority to enforce the power of sale clause in the deed of trust. However, the bifurcated mortgage separated the paper promissory note from the paper security instrument rendering the Deed dead. The Deed of Trust was rendered a nullity the instance MERS was named as the beneficiary because there was no lawful method to perfect the lien in another partys name without that party being the owner/holder of the promissory note regardless of how many times they attempted assignments or transfer of the property I own, through their own actions they voided the Deed of Trust XXXX the only enforcement tool to legally foreclose on the property. XXXX XXXX XXXX XXXX XXXX XXXX /Nationstar d/b/a Mr. Cooper Mortgage is nothing more than a third-party debt collector masquerading as the note holder and forcing sale of property not legally entitled to foreclosure doing so committed fraud upon the court and filed fraudulent financial statements in public records. CC : Sheriff, Police department , County Attorney , County Recorder
Company Response:
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper Mortgage increased my payment to XXXX from XXXX When I called to inquire the CSR had a myriad of reasons which were easily refuted. Then she informed me my escrow account was negative.. My statement reflected XXXX which is well over the 2 month reserve requirement. The she informed me I actually had XXXX in impounds! So I suggested my payment be revised immediately as I was never in arrears on anything. She then said it couldn't be done! After going through this I decided to check with XXXX complaints. Well there were XXXXXXXX XXXX of similar.. That's when I decided to look for who Governs these shoddy companies. Alas I found you.. I need help. We're XXXX on a fixed income.. I have never been late on my payments. I need help. Thank you XXXX XXXX XXXX
Company Response:
State: AZ
Zip: 86409
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2023 on multiple occasions, I disputed their statement requiring me to have a XXXX policy on my condominium. In addition to not renewing my policy despite stating their requirement that I have XXXX, they deliberately closed my escrow account to also ensure non-payment of my property taxes as an act of revenge. Later they insisted they restored my escrow account for both property taxes and insurance. In correspondence, they showed they also added a lender placed insurance policy, resulting in duplicate coverage. During a call with their public relations ( propaganda department ), they not only admitted this was true, but that it was also done the prior year, despite NO LAPSE in coverage. This is fraud and needs to be punished criminally. I never received any correspondence notifying me of this fact. The policy had automatically renewed just as it had for countless years. I now suspect they have done it for multiple years further back without my knowledge or consent. I can no longer work with them as they continually refuse to deal with me in good faith, which is why I am requesting your intervention. Therefore, I am requesting a FULL ACCOUNTING of my mortgage from its inception, or at least as long as this criminal organization has been servicing the loan. I also implore the CFPB, in tandem with XXXX, to order the transfer of my loan servicing to another ( hopefully non-criminal ) organization.
Company Response:
State: FL
Zip: 33180
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX XXXX started blocking access to my account with a pop-up ad, that can't be defeated without clicking on it. Clicking ANYWHERE on an ad can download a virus. Mr Cooper is a mortgage servicing company, and should not be allowed to force customers to take such a risk, just to use their services. I did NOT select Mr Cooper as a loan servicer, but my mortgage was 'sold ' to them by the company I selected. I contacted Mr Cooper via chat, and then with a phone call, but still can not access my account without interacting with their pop-up ad. I wanted to change the date of my auto-pay, because I'm not sure I will have enough money to pay it on the first ( tomorrow ). Their solution is to mail me a form that I can fill out and return via USPS. Not a lot of help for making a change tomorrow. NO financial company should be allowed to force customers to interact with dangerous Pop-up ads just to gain access to their account!
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Multiple complaints already. Apparently, I can email everyone else within Mr.Cooper. Except the one person I need to be in communication with. Due to Privacy Concerns. Which I don't share. To me, email is a fast, effective, secure way of sending and receiving questions, answers and, yes, documents of a personal nature. My side is secure. Mr. Cooper has recently sent me multiple sets of documents/responses via standard mail. Among them was a document for a couple in Texas. I have their names, address, loan number, payment dates and amounts... I jumped on their chat, which is finally unlocked for me, and they had me email a picture of the document to a supervisor.
Company Response:
State: ND
Zip: 58801
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2023 is showing late mortgage payment. This is false. Weve never missed a payment. We applied for a loan modification at that time and mr Cooper incorrectly reported us 60 days late. Weve contacted them and also the credit bureaus but they refuse to correct it
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: i got an overdue payment reporting on my account i was overdue but mr cooper didnt make me aware of this till after i nade account current and guy i talk to there said there is nothing he can do he should be able be able to change history to current all im asking them to do is remove lare payment which i never knew was late i paid the amount due on account which they could of rejected so i wouldve known the amount was incorrect which they didnt do. also i never received a call from them informing me i was late they took payment and never notified me of anything
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Filed complaint on XX/XX/XXXX and mortgage company mr cooper claimed to have forwarded a response to me on XX/XX/XXXX and as of today XX/XX/XXXX I have yet to receive any response to request of documents NOTICE OF FILING XXXXDENTITY THEFT REPORT FEDERAL TRADE COMMISSION REPORT # XXXX
Company Response:
State: FL
Zip: 32792
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A