Date Received: 2023-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband is 100 % permanent XXXX Veteran due to multiple XXXX and XXXX and a XXXX XXXX XXXX. Our lender was XXXX XXXX. We went to forbearance transitioned to loan modification- we received confirmation on our approved loan mod via call, email and mails, when the loan was sold to Mr Copper. We continuously receiving confirmation of our approved loan mod from Mr Cooper. I set up automatic payment with my bank but was returned. When I called MrCooper I was told " although it's approved we have to wait for the written doc that needed for my Husband and I to sign and notarized ''. Since then I called them almost every week and I get same response " to wait '' coz it says it their notes it has been sent ( it was XXXX of last year XXXX ). Since then I have been calling them but never get anybody answer the call, calls put on hold for an hour and no one return my call ( I leave message to depart that offers voicemail ). We've been receiving 2 kinds of mails asking for us to pay in full the missed payment ( during forbearance ) and missing payments ( amount that was approved for loan mod ). Starting XXXX of this year, we've been receiving calls 2x a day but when we answer, the person on the other end drop the call. We know it's from MrCooper coz we tried to call them back but couldn't get hold of anybody. They want us start a new Loan Mod with the current APR more than double of our approved interest rate. MrCooper Customer service called me back and finally gave me the reason for the mess " XXXX forgot to send them " one document '' and they can't get hold of them ''. Because of it, they're penalizing me? we are living in a twighlight zone for a year now.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage with Mr. Cooper. I had a mortgage relief when the pandemic started in XXXX. It had continued for two years. After that point I was not able to pay because of loss of income. i have been working with the company to try to resolve the problem. Recently I have had a person intrerested in buying the property. Because of the amount I still owe on the property we were trying to do a short sale. When this was submitted on XX/XX/XXXX it was rejected because they said it was to close to foreclosure date of XX/XX/XXXX. We have tried to get Mr. Cooper to extend the sale date but they have refused to do so. I am requesting your help with this problem so we can do the short sale. Thank you, XXXX XXXX XXXX
Company Response:
State: WV
Zip: 257XX
Submitted Via: Web
Date Sent: 2023-06-26
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: In XXXX XXXX XXXX I put my house in Forbearance due to XXXX difficulties at that time my payments were current and the loan was in good standing. On XX/XX/XXXX I filed a complaint due to the XXXX company reporting for 15 consecutive months to the credit reporting agencies that my loan was 90 days delinquent for 15 straight months. You intervened and the XXXX responded with file 0033719428_RESP tc.pdf ( attached the closed complaint # XXXX ) admitting the mistake and rectifying it with the credit reporting agencies. On XX/XX/XXXX I filed complaint # XXXX which details the following Complaint : I was in forbearance during COVID and entered into a loan modification agreement with my lender. I was given a payment schedule of three payment to make of approx ~ XXXX. They do not have automated payment methods. I called in to make the first payment in XX/XX/XXXX ( the phone call was recorded ) and the person told me that I had XXXX} in suspension ( I made a partial payment during the forbearance period ) and that I could apply it towards my first payment. I asked her at least three times if that was true and she said yes, so i authorized an ACH payment oXXXX XXXX ( which combined with the XXXX was more than enough for the initial payment ). I called in XXXX and made a full payment of ~ XXXX and it was processed from my bank account. In XXXX when I called to make the third and final payment they told me that the agreement was breached for a missed payment on my part and that the agreement was cancelled. I explained what the lady told me and they researched it and got back to me acknowledging the mistake and informed me that she was wrong that a payment in suspension could NOT be used towards a payment. I explained that I was prepared to make a full payment when I called in and would have done so had she not directed me in this manner. At this point I have been on the phone with them XXXX times for over XXXX hours and each time they tel me it is reinstated and then I get letters to the contrary. I have escalated to no avail and at this point they are telling me tht I have to reapply for a loan modification and start all over. The big issue with that is that my current interest rate is 4>65 % and I have a lender that is willing to refinance it down to 2.24 % which will reduce my payment by ~ $ XXXX but this cant be done until I am officially out of forbearance and it is reported as such. Please help as this company seems to be hamstrung by systemic issues and are not willing to fix their mistake. The company responded ( see document 0033719428_RESP.pdf ) and admitted the error. Subsequently 2 mos later I filed the below complaint : I filed complaint # XXXX with the CFPB approx 2mos ago and was immediately contacted by the XXXX company. They called me three different times and said that they take my complaint seriously and that it has been assigned to the " Office of the Customer '' and that I have a personal person in charge of it ( they never gave me a name or direct phone number for that person, the number they gave goes to their call center ). The person I spoke with acknowledged the mistake in my complaint as well as the letter they sent and said that they are working on my COVID relief loan modification and that they will fix the problem on their end immediately and that I should receive a new loan modification in 30 days. I asked them multiple times if there was anything I needed to do ( new paperwork etc. ) and they said no XXXX XXXX this is our error and we have all of your info and we will send out your new payment and terms in 30 days. It has been over 30 days now and I have been contacted by XXXX to begin a new loan modification process/paperwork. When I called in to inquire they do not seem to know what is going on. It was escalated to a guy named XXXX who actually looked into the problem and said that he believes he sees what the problem is ( they tagged my loan as a new loan modification instead of a CARES act COVID relief modification ) however he can not resolve it. He claims he escalated to the office of the customer and they should take care of it. Yesterday XXXX called me to say they received the complaint are reviewing whether or not I need to submit a whole new package, here we are back to the beginning again and I am afraid these people are going to try to take my home and foreclose on me. Furthermore I should have been able to refinance my home for a much lower rate ( I am currently at 4.625 % and I have been quoted 2.5 % ) which would save me ~ $ XXXX month back in XXXX. Now the rates are going back up and who knows if I will ever be able to take advantage of this and then I lose out for the next 30years which could end up costing me hundreds of thousands of dollar 's please help. Their response on XX/XX/XXXX is summarized as follows : They offered me a correction but said I would need to pay the XXXX that was in suspension that they were unwilling to apply to the loan ( stating I would get a refund once the loan was out of the trial period ) and the final payment of XXXX ( I was making bi-weekly XXXX payments instead of monthly payments ) for a total of XXXX and I would need to pay this immediately to continue with the current loan modification. I expressed my displeasure and said I could pay the {$1500.00} but that I did not have the additional {$2700.00} and would need to take the option to start over. They stated that it would take up to 30 days to recalculate the Loan modification and send me out the new agreement. From XXXX to XXXX of XXXX I have never received any new paperwork regarding a new loan modification per the cares act or COVID relief, they kept insisting that is was being processed and would be sent out soon but I never received it. In XXXX of XXXX I received notice that Mr. Cooper is taking over as the servicer of this loan. I talked to Mr. Cooper and told them about all of my issues and they said they would look into it. There response was that they were working on a loan modification for me and would send it out. In XXXX of XXXX I was finally approved for a Loan Modification ( which I have signed and mailed back in to avoid, foreclosure, threats, and put my credit back in good standing ). The loan modification has increased my interest rate from 4.265 % to a whopping 7.125 % thus increasing my mortgage payment over {$1000.00} a month which in unaffordable for me. Since my last payment my local taxes have decreased from XXXX to ~ $ XXXX a year which should significantly reduce my escrow payment as well but instead I am going from a previous monthly payment of ~ XXXX to a new payment of ~ XXXX. Not too mention if this error had never occurred and my original loan mod had gone as planned and communicated I would have been able to refinance my loan at 2.5 % at that time which would have enable a payment with the reduction of taxes to around $ XXXX with escrow and now I am paying double that, please help as I am extremely disenfranchised here and I feel like this company has taken advantage of the pandemic and my unfortunate circumstances.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-06-26
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 usually pay the total amount of my loan for the next month at the end of each month. However, the payments on XX/XX/XXXX and XX/XX/XXXX were both reversed. I received a phone call from the company Mr Cooper in XX/XX/XXXX informing me that the payment on XX/XX/XXXX had been reversed, so I made the payment again on XX/XX/XXXX. But nobody notified me that the payment XXXX had also been reversed, so my payment was delayed by one month, causing the bank system to mistakenly assume that my monthly payment was for the current month 's loan. Since XX/XX/XXXX, I have been charged late fees for four consecutive months, namely XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The employee of the company Mr Cooper who called me at the time said that the reason for the reversed payments was due to a system update, so all of these payment errors were caused by your system. I have paid my loan on time every month, and I am not at fault, let alone being charged late fees for no reason. I demand that Mr Cooper refund all of my late fees, but the company didnt resolve this problem so far.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is my 2nd request to get Mr XXXX to honor what they said i could do post covd19 forbearance which was to extend my past due payments to the end of my loan. I have been in forbearance since XXXX and still waiting on Mr.CoopXXXX and VA to assist. If I have to get an attorney to get the assistance that I need I will. I was current on my mortgage before entering into covd19 payments protection plan. I'm a veteran of the XXXX XXXX XXXX and need for Mr.Cooper to honor what they said I could do post covd19. Mr XXXX lied to me stating VA does not offer that program any more which was not true because I contacted VA myself and they informed me that Mr.Cooper refused to participate in this program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I filed bankruptcy in XXXX the {$25000.00} debt I was told by the mortgage company had been XXXX. In XXXX I received paperwork that I still owed the debt so for 6 years I have tried to resolve the debt but I get no help from the mortgage company that now holds the debt maid numerous phone calls over this time .now I want to try and refinance the debt with another company but they tell me now the debt has ballooned to over {$54.00}. I have been attempting to get a payoff quote for the new mortgage company since XX/XX/XXXX of this year I have made 16 calls to them with nothing but excuses I have asked for call backs from a supervisor but no ever calls they are costing me interest points and interest I don't know what to do now hope you can help
Company Response:
State: MI
Zip: 48135
Submitted Via: Web
Date Sent: 2023-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I submitted a form to get a pre-approval letter for a mortgage within the application of Mr Cooper that I used for a monthly payment of my current Mortgage with them. Somebody called me, XXXX XXXX, NMLS # XXXX, and I gave him all the required information, including my SSN. He already had all the rest, like email, the company I'm working for, address, tel #, etc. Later that night, I received an email with more requirements to move forward on the process, which is fine. But this morning, a day later, I received several calls and texts from other financial companies asking me to work with them. So, after submitting my request and personal information to Mr Copper, I start receiving calls from other companies with my information. Did Mr Copper share my info? They have not only my ssn but also my bank and personal information ; I can not trust them any more, but I am stuck with them since they are owners of my Mortgage.
Company Response:
State: CA
Zip: 94306
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I contacted the legal team representing MR.COOPER and their legal team has even remained silent when I asked if they could prove the validity of the alleged loan from XXXX XXXX so I think it's safe to assume it is indeed void ab initio. I really wanted to avoid this cause it will be a pain, but as per DTPA regulations sec. 17.46 DECEPTIVE TRADE PRACTICES ( b ) ( 3 ) causing confusion or misunderstanding as to the source, sponsorship, approval, or certification of goods or services ; ( 4 ) Causing confusion or misunderstanding as to affiliation, connection, or association with, or certification by, another ; ( 12 ) representing that an agreement confers or involves rights, remedies or obligations which it does not have or involve, or which are prohibited by law ; ( 24 ) failing to disclose information concerning goods or services which was known at the time of the transaction if such failure to disclose such information was intended to induce the consumer into a transaction into which the consumer would not have entered had the information been disclosed ; XXXXXXXX XXXX as well as MR. COOPER have attempted and alleged that I am the cesta que trust XXXX XXXX XXXX. I am the administrator and beneficiary of this trust I am not the trust itself and I am not a name. I will also provide multiple copies of the statements in which the last time I sent a complaint they provided a photo saying this coupon we've sent you here 's a photo. That was the first time I've ever seen it so they lied in their response and I have downloaded statement after statement on their website not one is accurate to their response. I also have many paper statements with the same result. I have requested more that 10 times between MR COOPER and their legal team to verify that I was loaned anything of value. If they could show a paper trail that would verify with 100 % certainty that I was loaned anything at all. They have not produced this or can not. This was a part of my complaint last time as well and even then the only thing they sent was a copy of the contract which is in no way a paper trail or proof that I was loaned anything of value. They have continued to harass me by attempting to illegally sell my property which they have no claimed rights to as they can not verify the validity of the debt. I am currently seeking to sue them as companies such as yours clearly don't do anything about the deceptive business practices that these companies operate in. If you want the cusip number that verifies that XXXX XXXX XXXX is a trust I can provide that. I'd rather not sure the XXXX out of them but I definitely will. They gave out my personal private phone number for zounds of unwanted solicitations. I thought I have made it incredibly obvious that I only desire to talk through writing, but somehow I never get any mail or anything from. In fact I was getting paper statements before my last complaint and haven't gotten a single paper statement since then. Fishy. Regardless of whether you do your job or not with the necessary action that should be taken with MR COOPER " the face of home loans '' ( like it says on the front of their mail ) I will take action against them, their harassment, their desire to continue with the fraud they are committed and for violating my rights as I don't have any signed agreement anywhere that MR COOPER can produce, they have no claimed rights to the property they are attempting to steal from me. I paid for the house with my cesta que trust by signing on behalf of my trust. This is all fact I have copies of all their running around avoiding giving any evidence that would prove they have any rights to the property in question. At this point they are literally stealing my property and trying to sell it to someone else cause I caught them and they hate it.i Can not wait to go to court because I have 100 % confidence in my facts. Below I attached the three most recent statements none of which as you can see for yourself include the documentation that was complained about the last time is not included as they claimed. They once again have been deceitful and to you and did you do anything to look into any of it. Nah clearly not so I'll be making this known to the judge if I take them to court under DTPA voilations. I'm really confused on how the consumer protection company just sends my complaint to the company I'm complaining about and takes no action for justice to be had, how exactly is that protecting anything? For me this is more evidence against them when they respond so I guess there's that. All rights reserved The living man XXXX
Company Response:
State: TX
Zip: 79703
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, my mortgage was transferred from XXXX XXXX XXXX to Right Path Loan Servicing, and I have had nothing but issues. My mortgage was in forbearance due to XXXX. In XX/XX/XXXX after the forbearance ended, I entered a modification agreement with XXXX XXXX XXXX to make 3 trial monthly payments of {$640.00}. Once the trial was completed, my new monthly payment was supposed to be adjusted to {$640.00} and the past balance of {$19000.00} was to be deferred to the end of the loan with a new loan maturity date of XXXX/XXXX/XXXX. All payments were made on time, the final signed agreement was mailed to XXXX XXXX XXXX in XX/XX/XXXX. However, my loan was transferred to Right Path Loan Servicing before the changes were completed. I have contacted Right Path Loan Servicing and the acknowledge that the records show that the payments were made. They asked if I could submit a copy of the agreement which I did, however they did not have a copy of the final signed agreement and it was needed to process the load modification. They asked if I could provide a copy of that as well. I explained to them that it was mailed to XXXX XXXX XXXX therefore I was unable to send it to them. I was told because they dont have a record of it they were unable to honor the terms of the agreement. I asked if another final agreement could be mailed, and I would sign it and send it back but I was told that wasnt possible. If I was unable to show that I submitted it they were unable to honor it. I expressed to them that I felt that was unfair that my loan was transfer and my documents were assumingly misplaced and I am being held responsible for it. I was told it w would be researched. On XX/XX/XXXX, I spoke to a representative that indicated that just because I have a trial modification doesn't mean the terms would continue. The statement is incorrect. I discussed the modification in great detail with XXXX XXXX XXXX. The 1st page of the attached modification confirms our agreement. At the bottom of the page, it states : " if you follow the terms of the trial payment plan, your mortgage will be permanently modified. '' I was also told by that representative that the issue would be escalated. I have yet to receive a response. On XX/XX/XXXX, I spoke with a manager that stated I didn't meet the terms of the agreement because the payments had a shortage. When I asked how much were the payments received he stated {$640.00} ( which is clearly the amount listed in the agreement ). He then stated that you all needed a signed copy of the agreement. The signed copy was returned to XXXX XXXX XXXX as per their instructions. I provided Right Path Loan Servicing a highlighted document that showed that I was instructed to return the signed copy to them and I would receive a signed copy back ; however in the midst of this, my loan was transferred to your company. This brings me to my 2nd issue. On XX/XX/XXXX, Right Path Servicing received a payment of {$20000.00} that was inappropriately applied to my account. My portal showed that the payment was applied towards the past due balance which as discussed above should have been deferred to the end of the loan. My trial payment plan was completed XX/XX/XXXX, therefore the modified terms were due to begin XX/XX/XXXX. The company failed to make the adjustments which caused my account to continue to reflect a past due balance which was incorrect in accordance with the new terms. My account also continued to reflect my monthly payment as {$780.00} therefore each of my monthly payments are being applied incorrectly. After months of going back and forward with Right path Servicing and getting no where I decided just to apply for a mortification with them. On XX/XX/XXXX, I applied for the loan modification, and I uploaded all required documents. On XX/XX/XXXX, I contacted them to verify the status of the modification. I was told that everything was received, and it was being proceed. I never heard anything. On XX/XX/XXXX, I sent a message through the customer portal asking for the status. I received a generic email that stated that it was still be process and I was provided with my case manager name and contact information. I attempted to call the number provided but I was routed to the main line. I spoke to a representative that stated that a document was missing. I was asked what was missing and I was told since the application was done in XXXX and it was now XXXX I will have to do the process all over again. I asked why I wasnt ever notified, and I didnt get a clear answer. On XX/XX/XXXX, I resubmitted all the documents. On XX/XX/XXXX, I contacted them to check the status I was told everything was submitted and it takes XXXX to process. I explained it has been over 30 days and I was told to call back in a few weeks. I called back on XX/XX/XXXX, I was told the same thing. I explained that I have been dealing with this issue for a year and I needed it resolved. I was told it would be escalated. Later that day I received a letter that indicates that my loan will be changing from Right Path Servicing to XXXX XXXX as of XX/XX/XXXX. It appears that Right Path Servicing is avoiding granting my loan modification so they can collect more money which is unfair to me a consumer. The CARES act allowed consumers to enter a forbearance due to financial difficulties and there were payment options available after the forbearance has ended. Right Path is avoiding complying with the Act but claiming a form was not receiving and referring to assist tor rectify the issues, by not process loan modification request and now transferring my loan to another carrier.
Company Response:
State: FL
Zip: 33054
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have continued to watch the HAF pay. Today I was told by XXXX that Rightpath did receive the payment and my home is still in foreclosure.
Company Response:
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A