Date Received: 2023-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I went into Covid Forebearance with another company XXXX during the pandemic. I started my loan modification to get off of forebearance in XX/XX/XXXX. XXXX had completed my application and sold my loan simultaneously in XX/XX/XXXX. They sold my loan to Mr. Cooper also known as Nationstar Mortgage. I was told they would honor my previous completed loan modification with XXXX, they reneged on that. Then I was told I would need to complete a loan modification with them instead. I submitted all required documents in XXXX XXXX then over the course of 7 months I had to submit over 100 documents to Mr. Cooper ; many of the documents were repeats of the same documents I had already submitted. Mr. Cooper was so disorganized that they were not able to sort through the documents already given to them. They constantly took so long that my bank statements would go over their 60 day due dates. I have been unable to make a normal payment on my loan throughout the entire loan modification process, I have been unable to complete the loan modification due to Mr. Coopers ineptness. In XXXX XXXX my loan was marked as delinquent and my credit score dropped XXXX points, even though I have requested and complied with every requirement to get off COVID forebearance for 16 months. I have asked several times to escalate my loan modification to get the process moving. I am blocked from making a payment to them and I am stonewalled from completing my forebearance loan modification for over a year. Now my credit has been decreased by XXXX points because Mr. Cooper has been unable to complete a loan modification over the course of 7 months despite hundreds of calls and hundreds of submitted documents. I am blocked from paying by Mr. Cooper while in a loan modification status while simultaneously are being punished for not paying on my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello again. Every response from Mr Cooper is carefully crafted to read as if Mr Cooper has been on top of their mistake. I assure you, after months of my time, efforts, and financial sacrifices, they have not been. Thus, my complaints. I am fling yet again. ( re : Mr Cooper failed to pay my monthly insurance policy, resulting in a sudden raise of my monthly mortgage payment and an escrow shortage. ) Prior to the CFPBs involvement, I'd paid 3-4 months of additional monies to Mr Cooper as a result of Mr Coopers mistake and asked that those over-payments be reimbursed to me, as well as the extra {$1000.00} I sent into escrow to cover this " shortage '' ( caused by Mr Cooper for non-payment of my insurance ). Since CFPB 's last inquiry, my escrow has been further compromised and I am suspicious of fraud. I am currently receiving three billing statements per month from Mr Cooper. They still notate a {$13.00} shortage ( impossible ) that has been applied monthly to my bill, which I must pay. But when I call, both the system and a representative tell me my escrow is POSITIVE {$2400.00} ( reflecting all of my over-payments ). Mr Cooper is still trying to take monies from me. I have been incredibly patient and inconvenienced of time, money and sacrifices in handling Mr Coopers mistake. Enough is enough. Who is responsible for holding them accountable? I want this matter resolved. I am a responsible homeowner and always on time with my obligations/ payments. Mr Coopers inability or unwillingness to amend their error and correct my account remains a large disservice to me. XXXX
Company Response:
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried on several occasions to get extra payments made applied to principal. The last time I spoke to XXXX XXXX on XX/XX/XXXX and the problem is still not resolved. They are applying it to future payments and charging me interest on the principal balance with out the extra payments applied. I currently don't owe a payment until XX/XX/XXXX. I believe they are doing this to get more interest applied to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60625
Submitted Via: Web
Date Sent: 2023-06-28
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: 3rd ATTEMPT On XX/XX/XXXX I signed a refi on my property via a broker and 2 witnesses at XXXX XXXX XXXX XXXX XXXX XXXX XXXX to be picked up with pout check due to machine problems Picked up check/over XXXX missing told credit score and XXXX mins before closing received call from agency stating credit score slipped more in interest. Demanded closing dics again machine problems, Docs TO BE MAILED. Never received copy of XXXX mortgage or closing Documents/ Finally told ALL DOCS LOST IN HURRICANE WILMA On XX/XX/XXXX a {$160000.00} mortgage closing took place at XXXX XXXX XXXX XXXX XXXX XXXX without XXXX XXXX knowledge, consent and authorization of any kind. The same notary on the XX/XX/XXXX mortgage is the same notary on the Fraudulent XXXX mortgage. Also present at this XXXX closing was a witness who also participated in the XXXX closing. All done via IDENTITY THEFT I have documents that spell out " A SCHEME TO DEFRAUD '' On XX/XX/XXXX I found out the truth and upon further inspection of the clerk of Court XXXX XXXX found the following facts a, Discovered a XXXX {$130000.00} Mortgage electronically filed b.XXXX XXXX XXXX Satisfaction pf XXXX mortgage c/Phone call to XXXX & XXXX who forwarded an unsigned settlement statement d, Found {$11000.00} theft in XXXX mortgage e. Electronic filing of a fraudulent mortgage to XXXX XXXX Clerk of XXXX Court on XX/XX/XXXX f.After too many calls to XXXX XXXX XXXX was able to bring the XXXX closing Documents safe RETURN from Hurricane Wilma ALL XXXX pages. g.Confirmation of the XXXX mortgage THRFT was confirmed witg a signed settlement statement that dame back from Hurricane Wilma. And all done with DELIBERATE DECEPTION OF DOCUMENTATIONs. Was I Profiled?
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
Date Received: 2023-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I took a forbearance on my home during the pandemic. I tried to do a loan modification and completed all 3 payments on time making me eligible to modify the loan. However, even though my ex husband was court ordered to sign the house over to me, he would not. I was able to find out about a program called XXXX XXXX XXXX XXXX. I applied for this and received my acceptance letter in XXXX of XXXX. I was WELL under the {$25000.00} cap that the program offered. In fact I was under it for 6 months. During those 6 months I called, and called and called my mortgage company making sure all the paperwork on their end was submitted correctly. It was not. When I would call " XXXX XXXX XXXX '' they would let me know that they were still waiting on my mortgage company. 11 times I put in a request for a manager to call me back. 11 times. They did not call even 1 time during this 6 month period. I was being told from the customer service reps that they are NOT able to transfer me to a manager. That they can only submit a request and someone would call back within 72 hours. I was later transferred to the " escalation department '' where I was told that a person was assigned directly to my account and that they would make sure everything was filled out with the grant and that they would communicate directly with the program on my behalf so that we could get this resolved. In those 6 months it did NOT get resolved. As of XX/XX/XXXX I was now receiving notices that my credit has been impacted as a result of non payment to my lender. I tried making a partial payment, to bring my mortgage back under the {$25000.00} grant cap. However my lender still didn't submit the paperwork in time. When they finally submitted the paperwork I was already back over the {$25000.00} cap. I did this again in XXXX. I made a large payment to pay my loan back down under {$25000.00}. My direct contact from XXXX XXXX XXXX sent me an email stating that they were reporting I owed over {$28000.00} ( Which I have a copy of and can provide ). She suggested I reach out to the mortgage company ( AGAIN ) and see where the discrepancy is. At that time. I again requested a manager call back, but also spoke with a Customer service rep regarding the account. None of the reps I spoke to that day had any idea why so much was reported. I asked if there was someone in the department who works with XXXX XXXX XXXX that I could communicate with in order to get to the bottom of the issue. To which I was told that it's outsourced to a 3rd party and the only way to communicate with them is via email. That I was not allowed to email them but the customer service rep would do it on my behalf. Again, I never heard back from anyone regarding why the amount was submitted incorrectly. We are almost up to a year now of waiting for this grant to process, and playing a game every month of 'hoping '' everyone fills out paperwork before another payment is due. As of 2 days ago I got an email from XXXX XXXX XXXX letting me know that I am now declined. As it has been to long since filling out the application and now I would need to go through the appeals process to re-open it. At this point, I have no idea what I can do to keep my house. I make enough money to afford the monthly payments if I were able to get back on track. I also would like this taken off my credit score, as my score is impacted because the paperwork wasn't filled correctly which is something I had no control over and called multiple times to resolve with no avail.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage through Mr. Cooper. I am charged through them in escrow for both insurance and tax. They have not paid out either in years, and they are now trying to force a ( far more expensive ) insurance policy on me, as well as drastically increasing my escrow payment. They have not refunded any escrow for unpaid accounts, ( as such, they ow me tens of thousands of dollars ), and refuse to accept my policy ( through XXXX - paid in full and updated. ) There is no phone number they have given me which allows me to talk to a human or to prove resolution.
Company Response:
State: CA
Zip: 94941
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: For a few months, XXXX has not been reporting my active mortgage with Mr. Cooper as the servicer of my mortgage. I've contacted Mr. Cooper, and they claim that they have taken up the matter with XXXX and that it is XXXX 's policy to delete these matters at will ( a charge that XXXX has denied having ). XXXX states that any file is only deleted upon the creditor 's request. Please see the attached response from Mr. Cooper. Nevertheless, I need assistance in this matter since the absence of my mortgage listing on XXXX is causing me a lower credit rating. Furthermore, this delay is preventing me from purchasing a new car.
Company Response:
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have reached out to the company using various means. I have a XXXX XXXX and XXXX issues which directly relate to using the phone. I have stated multiple times that I prefer to use email. Mr. Cooper refuses to use email. Their Assigned Agents are Not Allowed to use email for Privacy Reasons. Yet their Refinance Agents are allowed. They have a SecureMail Server, yet they refuse to use it. I sent email to the Accesabilty and ResearchIncoming emails in an attempt to address these issues, but there was no response. All responses to any complaint have stated that " No error has occurred ''. I have a response for Hearing and Visually Impaired. Not for Speech Impaired. Which have stated that I should CALL them.
Company Response:
State: ND
Zip: 58801
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to head off a disaster of not being able to pay my mortgages on two properties. Summary : I am XXXX years old and XXXX. These investment homes are my retirement. Lender Mistakenly Paid My Property Taxes For Two Properties I Own When I Pay Them Directly to County - now Lender is demanding I repay them via Escrow which means I'd double pay the property taxes. I can not afford the monthly escrow demand and I will default on the loans. I own two rental properties in the City of XXXX, XXXX XXXX S.C., XXXX I pay the property taxes directly to XXXX XXXX annually. I was late paying the XXXX taxes and arranged a monthly payment plan with XXXX XXXX which I have been paying in good standing. Mr. Cooper was the Lender Servicing Company - they transferred the loans to RightPath Servicing, a Division of Mr. Cooper in XX/XX/XXXX. At the time they transferred the loans to Rightpath, they mistakenly paid my property taxes to XXXX XXXX without contacting them or me - therefore they didn't know I am paying the property taxes on a monthly plan. Rightpath is now demanding I pay the annual property taxes via escrow which would mean I'm paying the property taxes twice! I never had escrow accounts with these two loans - I always have paid the property taxes and insurance directly. they want to charge me in escrow. The way they're structuring the property taxes in the escrow is so exorbitant that there is no way I will be able to pay the monthly payments. My {$810.00} payment is going up to {$2900.00} ( {$2100.00} in monthly escrowed property tax ). The other mortgage is {$620.00} and it's now going up to {$2200.00} ( {$1600.00} is monthly escrowed property tax ). I used to pay {$1400.00} per month for both mortgages. Now they want {$5100.00}! -- based on their mistake. Meanwhile I'm paying XXXX XXXX {$1400.00} per month for both properties, which Righpath has not taken into account. I ABSOLUTELY CAN NOT AFFORD TO PAY THESE MONTHLY PAYMENTS WHICH ARE DERIVED FROM THEIR MISTAKE. I WILL DEFAULT ON THE LOANS AND LOSE THE PROPERTIES. They use a third party company XXXX to deal with " customer service '' issues regarding escrow and even though I've called multiple times and complied with their requests such as sending them a copy of my payment plan contract with XXXX XXXX and explaining the situation in letters THEY DO NOT RESPOND TO ME, let alone resolve the situation and delete the property tax demand from the escrow accounts. Also I was promised the escrowed taxes would not begin until XX/XX/XXXX which they told me would give them time to resolve things but now I see they are demanding the payments in XXXX. I will lose my investment homes if this is not resolved. I'm XXXX years old and XXXX. This is my retirement. Please help XXXX XXXX
Company Response:
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sold my home in XX/XX/2023, Mr. cooper had my account after closing i had paid for XXXX, but they will not refund my over payment.,
Company Response:
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A