Date Received: 2023-06-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/2022 we were offered by nation star a chance to defer our monthly mortgage for a year due to Covid, after which the federal would be added to the end of our mortgage contract. In XX/XX/2022 we began calling to begin paying again whereby nation star told us we needed to apply. We had already been told and applied online, answering their info so we assumed we were already accepted. When we tried to begin paying they told us we needed to send documents which we did for 5 months. We sent over 35 documents but they kept delaying. Finally we decided to sell to cover our mortgage costs. On closing they charged us interest for all those months
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98362
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have complaint that was closed Mr Cooper has destroyed! my XXXX check or lost it between the time I called on XX/XX/XXXX covid informing that they had received my certified letter containing my certified checks one for XXXX from XXXX XXXX XXXX XXXX and one certified check from XXXX XXXX for XXXX I was told on the phone that it was received at XXXXXXXX XXXX in XXXX, TX but that I owed XXXX in escrow shortage witch I played the person on the phone told me to turn off auto pay so they couldn't take a payment out when I e d that the statement said I owed XXXX dollars a week later I got a statement in the mail witch the never send since I have an online account starting I only played XXXX and they applied it to the account I called they denied getting the XXXX check they suggested that I call and cancel the check witch I did and the bank told me that it will take 90 days to do that meanwhile for 3 months they will charge me interest and continue to charge me mortgage payments I am XXXX XXXX XXXX and I think they are taking advantage of old people who want the security of paying off their home the woman I spoke to on the XXXX of XXXX congratulated me on doin that and now here I am paying interest on a loan I was told was payer off.
Company Response:
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Colorado emergency mortgage assistance program sent money to my mortgage company to bring my account current. On I called XXXX XXXX mr cooper , my mortgage company and The on XX/XX/XXXX a woman told me she was moving funds to help bring my account current and will pay for my XXXX and most of XXXX payment. I call back on XX/XX/XXXX and a woman tells me that with funds being moved it will leave me a balance of XXXX due not till XXXX. I call back after on XX/XX/XXXX and am told no funds where ever moved and she will do them for me. I call back XX/XX/XXXX and was told the lady on XX/XX/XXXX did not notate about moving any funds and they keep ignoring me when I say I want that call pulled and reviewed. I talked to someone else on XX/XX/XXXX and they tell me they requested funds to me moved but I have to bring the account to current before they move money that they was sent from the Colorado mortgage assistance program. The money was sent to be applied toward my monthly statements and they misapplied the funds leaving me owing for XXXX but I was funded for XXXX already but they didnt apply funds how they should be applied. They also sent my insurance a check this month but was due in XXXX so I lost my homeowners insurance due to that as well and now theres a missing check for over XXXX XXXX thats raising my monthly payment XXXX more
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 80550
Submitted Via: Web
Date Sent: 2023-06-21
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 received in the mail for my mortgage provider for Mr Cooper that they're selling my loan on XX/XX/2023 to XXXX XXXX XXXX XXXX XXXX in XXXXXXXX XXXX I looked this provider up on the XXXX XXXX XXXX and they are a d plus rating they're almost an F rating I have found almost XXXX reviews from the same people that this is happening to that this company is doing illegal things with mortgages they have a lawsuit against them and XXXX people want to start a class action lawsuit against them for misappropriation of funds from their mortgages that are not being treated fairly for a mortgage provider should be applying their loans fairly and without fees losing payments not allowing insurance payments to be paid properly to your escrow I do not know why Mr Cooper when I have a 100 % never have missed a payment a good loan I pay my payment before it's due I have a perfect credit rating would sell my mortgage to an F rating company that's doing illegal things the FTC needs to investigate XXXX XXXX XXXX XXXX XXXX because there's XXXX people can't be wrong every single one of them have gave them a XXXX review from from XXXX to XXXX they get a minus XXXX there's something going wrong here with XXXX XXXX XXXX XXXX XXXX its successors and are assigns XXXX XXXX XXXX XXXX XXXX XXXX XXXX and it also has the correspondent address of XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX and a payment address for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX XXXXXXXX there's not even a street address these are XXXX XXXX XXXX and I'm not sure why Mr Cooper would do such an a terrible thing here Mr Cooper 's is www.mrcooper.com and their address is XXXX XXXX XXXX and XXXX XXXX XXXX in XXXXXXXX XXXX the FCC needs to investigate this XXXX people can't be wrong and I'm not going to sit back and wait for somebody to XXXX me over please investigate this and let me know what you find
Company Response:
State: MO
Zip: 63125
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My ex husband got a house with me in my name then he XXXX XXXX me and I moved out and filed for XXXX and the magistrate ordered him to refinance to get in his name in XX/XX/202. He didnt do the magistrates order, I had to take him to court for contempt and finally won in XX/XX/2023. I need this removed from my credit. Thank you for your time.
Company Response:
State: AZ
Zip: 85395
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My ex husband got a house with me in my name then he XXXX XXXX me and I moved out and filed foXXXX XXXX and the magistrate ordered him to refinance to get in his name in XX/XX/202. He didnt do the magistrates order, I had to take him to court for contempt and finally won in XX/XX/2023. I need this removed from my credit. Thank you for your time.
Company Response:
State: AZ
Zip: 85395
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I set up automatic payments with my new mortgage company, and they withdrew double amounts and penalized me with overdrafts, return payments from other automatic debits, and are charging me for a returned check and missed payment now. This loan started with XXXX XXXX, was sold to XXXX XXXX, and now Mr. Cooperand in over a a years time frame, this is the first time I have had a mortgage payment issue. I called the company and they told me it was their mistake but they couldnt refund me, and that I would have to send them an email and a fax with the written description of what I wanted.
Company Response:
State: KY
Zip: 40475
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Like many we had job losses during the pandemic. We requested forbearance with our mortgage company XXXX XXXX. We were approved for that. Our loan was then sold to Mr. Cooper fall of XXXX. We reached to Mr. Cooper about a modification to our loan as we are not financially able to pay a lump sum at this time. Starting this year, XXXX... We signed papers saying we would make 3 trial period payments and if we did that, they would move forward with the modification. Our first trial payment was XX/XX/XXXX, then XX/XX/XXXX XXXX XX/XX/XXXX. We made all those payments as requested. After XXXX, we heard nothing! No email correspondence, nothing sent by mail, no phone calls XXXX nothing about what to do next on our online account. We reached out to Mr. Cooper as we were concerned about how to make our XX/XX/XXXX payment. The person who answered the phone there said they were still in the process of booking the modification and she could take our payment. She said the booking should be done soon. Then we came to XX/XX/XXXX and still... .we have heard nothing! No calls, no emails etc. So again, we called XX/XX/XXXX to inquire. Again-we were told they are still booking the modification and they could take our XXXX payment. Then we received a call XX/XX/XXXX saying we needed to make another payment??? I asked to speak to a supervisor as we had already made a XXXX payment and thus there was no one to help. The person on the phone from Mr. Cooper said we HAD to make another payment to start the booking of the modification. This made no sense to us as to why we were having to make a 2nd payment in the same month. Today is XX/XX/XXXX and we were told a supervisor would be in contact with us to help us, and we have received no such call. Also, looking at our account online it does not show any information except that we owe a lump sum of money. No information as to why we still have no modification completed, no calls from them.
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: 98272
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX To whom it may concern, I, XXXX XXXX, am a client of Mr. Cooper who I obtained a mortgage from for the residential property, XXXX XXXX XXXX, XXXX XXXX, Texas. Acquiring the help from my relator agent, the short sale of the residential property listed above began on XXXX XXXX and was an active listing as of XX/XX/XXXX at {$130000.00}. This listing was active until roughly XX/XX/XXXX due to an investor submitting an offer of {$100000.00} for the above listed residential property. The time line below will explain the short comings and issues I have encountered during this process. I would like to state how poorly the professionalism has been while dealing with this matter. Upon submitting any required documentation, we have discovered that the appraisal being used is based off what the market was a year ago. The condition of this house and this property before and after I had agreed on the purchase, was not and is not adequate to the value the lender is asking for. I originally purchased this residential property for {$110000.00} and have had numerous issues with it. Now the lender is requiring my agent to repost the listing for 6 months at {$140000.00} and no less. This listing will only cause more interest to occur the longer it stays active. Also, since the time we had started the initial process, we have had problems getting feedback from the lenders in order to close this process without the occurrence of more defaults adding up. Since it has taken so long, I am now more behind than when we started and lender is currently asking for us to hold off on taking the listing down for the 6 months or until a buyer with the required amount comes forward. All showings of this property have resulted in the same findings, having a rise in the economy, the cost of the repairs is not worth the asking price. I do not appreciate the lack of professionalism being showed by this company nor do I appreciate being scammed into more debt than what was initially agreed upon. If this process continues, I will have no luck selling this property as well as have future issue with buying new property in the future. They had refused to open documents or processes until weeks at a time causing more delays and more interest to accumulate causing more money to be owed. The list below names just a few repair issues that the house requires in order to be livable again. There are several discrepancies on the appraisal that will be listed below. Appraisal states that there are no repairs that need to be done to the home as well as does not show a garbage disposal included when in fact there is one present. The repairs are not something that magically appeared, they were present before the home was purchased, and at the time of purchase. T The appraisal also states that there is a drive way as well as a covered back patio when in fact the half circle portion of the driveway is a full rock driveway and there is none leading to the carports. The back patio is not covered. Appraisal States at the time of the appraisal the property was not offered or had been offered for sale at the time of the appraisal or within the last 12 months. Appraisal states gas hookups are available but does not include that there are no existing gas lines available. Appraisal states presence of gutters and downspouts when in fact none are present. Appraisal states home is in average condition at the time of the appraisal but in fact at the time of the appraisal, the issues listed below were already present. Appraisal states that there are no physical deficiencies or adverse conditions that affect the livability, soundness, or structure integrity of the property when in fact the sloping of the house due to leveling issues as well as the rotting joists and flooring of some of the rooms will only cause more structural damage. Which has already led to many of the walls to become cracked and or shifted in such a way that has compromised the integrity of the structural framing of the home and foundation. List of repairs for hous e : Two A/C Units that do not work or constantly shut off Downstairs bathroom floor and joists need to be replaced Kitchen, dining room, living room, mud room flooring and joists need to be replaced. The kitchen floor is so bad you can feel the rotted wood and well as any hardware that was used in order to secure joists to house. The back part of the house has become unlevel mainly the mud room and kitchen and down stairs bathroom. The flooring in the living room has buckled due to the house being unleveled Electrical breaker and panel box need to be updated, some of which requires new equipment. ( out of code ) Fireplace was shifting away from house, had to seal off with fire foam No possibility of gas lines without having to do the work myself due to all house equipment being out of date. List of yard issues : Improper driveway throughout yard would have to hire contractor in order to fix rock driveway properly and bring to house. Property line dispute with neighbors- lines where not properly marked correctly. Piles of buried bricks and trash in back yard that was unknown until contractor was hired for first time yard clean up. TIME LINE FROM RELATOR : Short Sale documents were sent to the lender on XX/XX/XXXX Short sale listing went active on XXXX on XX/XX/XXXX and started out at {$130000.00} Only 1 showing so we lowered it to {$110000.00} on XX/XX/XXXX At XXXX we had 9 showings but no offers. Feed back was that it was overpriced and too many repairs XX/XX/XXXX - lowered listing price to {$100000.00} and on XX/XX/XXXX we received an offer for $ XXXX. We submitted the offer to Mr Cooper via email. Mr. Cooper would not open the short sale review because they said it needed to go through the waterfall process. Finally, on XX/XX/XXXX they allowed the short sale to be opened up in XXXX. On XX/XX/XXXX an interior appraisal was completed. We received the appraisal results on XX/XX/XXXX that they came in at $ XXXX. Value dispute was submitted on XX/XX/XXXX via XXXX XXXX opt Out letter sent again XX/XX/XXXX XXXX in XXXX : Hi, In the underwriting review process only completed. we are waiting for completion of modification trial pack approved or not. once modification complete the decision then we will move the file forward to next step. Thank you. from : MR COOPER Lots of emails and calls to the lender in between these messages. Im just trying to post a quick timeline for you. XX/XX/XXXX Message in XXXX- Sent a specific form to fill out and asked us to submit the value dispute again with that form. XXXX Message in XXXX Value dispute returned with no change in the value. XXXX The appraisal they used has comps from almost a year ago when the market was super hot and even at the end of that we were getting offers. Home is now back active for XXXX XXXX in case we can magically get a buyer. Appraisal attached and it expires 6 months after completion and then the lender will order a new one. XXXX1 File was not able to be uploaded due to XXXX XXXX XXXX File unable to upload was XXXX XXXX listing of the house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77627
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mr Cooper has ALWAYS auto-drafted the correct mortgage payment amount, ON TIME, each and every month. I have bank statements to prove this ( {$950.00} amt ). XX/XX/XXXX, XXXX rec 'd a Mr Cooper system msg the payment was made, on time ( {$950.00} ). Unbeknownst to me, they attempted to pull {$970.00} on XX/XX/XXXX AND XX/XX/XXXX, as well!!! In XX/XX/XXXX I was told XX/XX/XXXX was NOT paid, so I was automatically removed from their auto-draft system ( not informed of this on the msg system I knew about ). Was told XXXX & XXXX were not withdrawn, either, so I needed to make 3 pmts to be current, which I made ( totaling $ XXXX ). When asked why this occurred, response was : " We switched our pmt processing firms so that was problem. '' " Will this be reported to the credit agencies? '' I asked. " No. Not at all. '' " Will I be charged any late fees? '' " No. '' " Okay. '' XX/XX/XXXX while trying to apply for loan I learn these WERE reported to credit agencies! I notified Mr Cooper immediately. After 2 weeks, I rec 'd a letter denying it was their fault! I again BEGGED for this to be corrected as it is costing me THOUSANDS of dollars in a higher mortgage rate, fees, etc.
Company Response:
State: NC
Zip: 27265
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A