Date Received: 2023-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from my mortgage company ( mr cooper ) that they were missing proof of insurance from XX/XX/XXXX to XX/XX/XXXX. In response to this, I called my insurance agent and had the agent send over the required proof of insurance about two weeks later I receive another letter that states they still do not have proof of insurance for that time period, I have attempted to contact the mortgage company via a chat session ( which referred me to call the company ), then two separate phone numbers XXXX and XXXX. I was unable to reach a person on either number, the mortgage company apparently makes it impossible to reach a human ( I am sure this is on purpose ). I then emailed the proof of insurance to them at XXXX. The amazing part of this whole problem is I have a mortgage escrow account that is supposed to pay the insurance and according to what I have previously received from the mortgage company, it was in fact paid. Therefore, either the mortgage company paid the insurance or they stole money out of my escrow under the deception that it was for my insurance. I will attempt to upload the letter from the mortgage company , the email from me, and the actual proof of insurance.
Company Response:
State: IL
Zip: 60445
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to make my mortgage payment of {$570.00} for XXXX. The mortgage company, Mr Cooper, will not take my payment. I keep being told that they did not receive my mortgage for XXXX and XXXX but they did. On XX/XX/XXXX I called and spoke to XXXX. XXXX stated that XXXX and XX/XX/2023 payments were not received ; therefore, she could only accept a {$1800.00} payment for my XXXX mortgage. My mortgage is not {$1800.00}. It is {$570.00}. I advised XXXX that the payments were made. I followed up with the email showing the XXXX and XXXX proof of payments from my bank statements. XXXX said to call back and I would be able to make the XXXX payment once they verified these. On XX/XX/XXXX I called again and spoke to XXXX. XXXX confirmed that the XXXX and XXXX payments were received ; however, they were not keyed into the system yet so XXXX screen would only allow her to take a {$1800.00} payment. I asked to speak with XXXX since I had received an email that she was working on my account. XXXX said that XXXX was on another call, but that XXXX would call me back as soon as she was off her call. I received no call back. I sent a follow up email XX/XX/XXXX again explaining that I am trying to make my mortgage payment. On XX/XX/XXXX, I called and spoke with XXXX. XXXX stated the XXXX and XXXX payments were not made. I was put in contact with the supervisor XXXX. XXXX talked about several dollar amounts. I stated that I needed to simply make my XXXX payment of XXXX. XXXX said he could not take my payment. XXXX said my XXXX payment had not been made. I explained to check the records and then sent XXXX an email showing the proof of payment. XXXX would not acknowledge the proof of payment that is in front of his eyes and began talking in circles. I said that I was confused and to please put in writing what he was trying to explain, as I am worrying that I may need an attorney. XXXX said that MrCooper will not send me my loan information in writing.
Company Response:
State: IN
Zip: 46321
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Coo-er is the worst mortgage services in this country. I have fought with them for years. You really need to investigate them. Its not just me everyone hates them I have had HAF the past year and it always get posted late. HAF told me Mr. cooper recurved my mortgage payment on XX/XX/XXXX and it still hasnt posted. This happens to everyone and I am over them. You messsge them and the same thing always gets said. We will escalate the situation and contact you after one business day. Of course they never respond. I am so over this.
Company Response:
State: FL
Zip: 34711
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Rightpath Servicing XXXX and spoke with XXXX who told me there was a hold on my foreclose and not to worry. I finally received the call back from XXXX to get legal advice. She told me my home has a court date and the sheriff came to notify me on XX/XX/XXXX, but I wasn't home. I believe she said I have a sell date of my home XX/XX/2023. Meanwhile I received a letter from XXXX stating pay XX/XX/XXXX. XXXX sent the total payment due on XX/XX/2023. I need this foreclosure dismissed.
Company Response:
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023, I submitted a request to Mr Cooper to approve a sublet of my Co-Op XXXX XXXX of which Mr Cooper currently holds the mortgage ). I was told to email the request to XXXX. It took XXXX phone calls to customer service to find out I needed to provide several documents with the request. Mr Cooper has no information on their website regarding this type of request. I provided the documents on XX/XX/XXXX. On XX/XX/XXXX, more documents were required by the Research team, of which I provided on XX/XX/XXXX. It has been 31 days since my request for a simple letter of approval to sublet, and, I still do not have a resolution. I am in daily contact with their Customer Service department, as they do not have a phone number for the " Research Team. '' It's clear to me that their Customer Service department has no access or visibility on my request and their only update to me is that " the request is in process. '' An approval to sublet is a time-sensitive request, and should be treated as such by the mortgage lender. In this day and age of technology, I see no reason why a request from a mortgage holder in excellent standing should take more than 15 days. Additionally, Mr Cooper does not provide any transparency to the consumer on the process ( required documentation, timeline, expectations ). It's been 31 days and counting, and I still do not have a resolution from Mr Cooper on my request. Mr Cooper XXXX XXXX # XXXX
Company Response:
State: NY
Zip: 10002
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I found out about the foreclosure of my home through an outside lawyer. Rightpath has never told, mailed me or put a document on their website about foreclosure. For at least the last month I am not able to pay my mortgage on their website. It says call. I have called XXXX XXXX for two weeks. I had to file a complaint to cfpb just to have ILHAF gain access my account details for a request they sent to Rightpath XX/XX/. ILHAF did send them the full payment on XX/XX/, but it still is not showing on their website. I need to know when the date deadline is for my mortgage and have access to pay for it myself online.
Company Response:
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a complaint against our mortgage company, MrCooper, a Texas company, which has mishandled our mortgage since assuming it in XX/XX/XXXX. Since then, the company has : * failed to remit more than {$15000.00} in property taxes to our city, XXXX, Mass., even while collecting the taxes from us in our monthly payments and contributions to escrow, causing the city to lien our home and warn of foreclosure. Cooper paid the bill a few days after I became aware we were in arrears and called the company; * failed to competently manage our escrow account, which the company says has gyrated between a surplus of {$4400.00} on XXXX XXXX, XXXX, to a deficit of {$19000.00} on XX/XX/XXXX - a {$24000.00} swing in four months. The company says the account now has a deficit of {$8300.00} ; * attempted to hold us accountable for its failure to manage our account by increasing our monthly payments from {$2400.00} in XXXX to as much as {$4400.00} last month - an increase of {$1900.00}, or 79 percent over three months ; * ignored my requests to stop billing us for Private Mortgage Insurance after our equity exceeded 20 percent, the level at which the federal Consumer Financial Protection Bureau says mortgage companies may no longer require the insurance. Cooper itself says our equity has exceeded 20 percent for more than a year and is now 26 percent. * refused to explain any of this, even after I sent letters to company president XXXX XXXX, the companys customer relations complaint department and its payment department on XX/XX/XXXX. The letter included a check for principal and interest, but did not include a payment for escrow because the company has ignored my inquiries about how it mishandled the account and how it will properly handle it going forward. Our experience with all of this gives us no faith the company can pay our taxes and manage our escrow. Worst of all, the company has been sending an avalanche of emails and letters- including 17 emails since I deducted our escrow from my last monthly payment on XX/XX/XXXX - warning that we face foreclosure and that our loan is in default and has been turned over to a debt collector. It sent another letter on XX/XX/XXXX saying, among other offensive things, that the issue could be resolved if we transfer ownership of ( our ) property to us in exchange for relief from some or all of the mortgage debt. Several of Coopers letters have come from XXXX XXXX, a dedicated loan specialist in the companys XXXX, Texas, office. In bold type, she asks me to call as soon as possible. Ive called several times, including at XXXX XXXX. today. Shes never available and doesnt return messages. The number she provides in her emails is XXXX. The companys only specific acknowledgement of my XX/XX/XXXX letter explaining the problems it created came on XX/XX/XXXX, when in a letter signed only Mr. Cooper, it said it was reviewing your concerns and takes all matters seriously. '' Weve gotten no response beyond the threatening form letters. XXXX created these problems by its mismanagement. It should not be allowed to divert our property taxes over XXXX years, cause the city to put a lien on our home and advertise it for foreclosure, put my mortgage loan in default, threaten its own foreclosure, turn us over to a debt collector, attack my credit rating, suggest we give the company our home, double my monthly payment, provide no explanation for any of this and cause enormous stress in my family. Cooper fixed half the problem when it paid the city the {$16000.00} tax arrears it created. If Cooper also caused a deficit in our escrow, it should not be allowed to bully us to make it up by doubling our monthly payments, imposing an impossible hardship and forcing us from our home. By the way, Cooper also has tried to bully XXXX city treasurer XXXX XXXX. She told me that our property tax account fell into arrears because Cooper directed her to apply our property taxes to the wrong unit in our condo development. She said the company told her it was her responsibility to claw back the $ XXXX in misdirected payments. She said she told the company she would not, that she applied the payments as Cooper directed and that it was Coopers responsibility, not hers, to fix it. We will not be making escrow payments to Cooper going forward. We will paying the company only the principal and interest on our loan. We will be paying our property taxes and homeowner insurance bill ourselves. We will no longer be paying Private Mortgage Insurance because the equity weve built in the home frees us of that obligation. We would refinance with a different company but interest rates today are more than double what they were when we bought the home three years ago. Finally, I want to note the extreme emotional distress this company is causing my family. My partner, XXXX XXXX, and his mother, XXXX, live in the house that Cooper is threatening to take ( I live nearby ). XXXX and XXXX have paid all of Coopers monthly bills in full and on time over the three years the company has held the mortgage, until I took over the payments last month when the city advised me that the company had not been paying our taxes and put us $ XXXX in arrears. XXXX is XXXX, in a XXXX XXXX XXXX She has XXXX XXXX XXXX and a XXXX XXXX XXXX XXXX. She has difficulty understanding the issues here and is overwhelmed with stress and XXXX that she and XXXX will lose their home. Her only income is Social Security. XXXX earns about {$48000.00} annually as a XXXX XXXX XXXX XXXX XXXX XXXX They can not afford the {$2000.00} increase in their monthly payments that Cooper is demanding to cover its own malfeasance, with no explanation so far. There are no other affordable options for them in this area, where XXXX and XXXX both grew up and will stay. I have several documents detailing the problems outlined here, which I can provide you if there is any dispute. They include : 1 A copy of a letter I sent to Cooper on XX/XX/XXXX explaining the problems it has created.It has not responded. 2. Letters from the city of XXXX XXXX XXXX XXXX advising us that it had placed a lien on our home and was preparing to foreclose and detailing the deficit in our property tax account caused by Coopers failure to remit our taxes. 3. Monthly statements from Cooper showing how it has caused our escrow to gyrate between a surplus of {$4400.00} on XXXX XXXX, XXXX, to a deficit of {$19000.00} on XX/XX/XXXX ; XXXX. Some of the more than two dozen letters Cooper sent m after receiving my monthly payments for XXXX and XXXX, which included payments for principal and interest on the mortgage loan but not for escrow. As I said, Cooper responded by defaulting our loan, turning it over to a collection agency, threatening foreclosure and - most offensively - suggesting we surrender our home to the company. Thank you for whatever help you can render. Cooper Loan number : XXXX
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As detailed in my previous CFPB complaint regarding XXXX XXXX, XXXX failed to pay my property taxes from my escrow account. My loan has now been transferred to Mr. Cooper, my property taxes remain unpaid, and I have been unable to resolve this issue with Mr. Cooper. The property taxes were due on XX/XX/2023, and I have been informed that my home will be referred for a tax sale if this issue is not resolved by XX/XX/2023. After spending many hours over a period of months trying to resolve this issue with XXXX and being assured that XXXX would make the payment, XXXX informed me on XX/XX/2023, that because it had transferred my loan to Mr. Cooper it would not be paying my property taxes as promised. XXXX indicated that it had reached out to Mr. Cooper regarding this issue and instructed me to do the same. I called Mr. Cooper that day and was told that I was not in there system. I emailed Mr. Cooper about this pressing issue that same day, and have yet to receive a response.
Company Response:
State: VT
Zip: 050XX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage was moved from XXXX XXXX to Mr Cooper on XXXX XX/XX/2023 Mr Cooper onboarding said that the auto pay would transfer and that I would be able to see this on their web portal from XXXX XX/XX/2023. XXXX XXXX were unsure if the autopay would automatically transfer, so I checked with Mr Cooper by telephone and they could not confirm. On XXXX XXXX I went to the web portal and it showed that no autopay was set up and that my XXXX payment was late, so I set up a one time payment for the next day and set up autopay from XXXX XXXX onwards. I checked again on XXXX XXXX and found that Mr Cooper had processed XXXX payments on that day and changed the auto pay to be from XXXX XXXX and added a further one time payment scheduled for XXXX XXXX. I called Mr Cooper and spent over an hour speaking to XXXX in Escalations who was able to cancel the second payment but was unable to cancel the scheduled one time payment or update the autopay- she told me it would all be resolved within 24 hours. I checked at 24 hours, 48 hours, 72 hours and 96 hours and the problem was not yet resolved. I called Mr Cooper again on XXXX XXXX and was told that nothing could be done and that I needed to wait until the following day. I called Mr Cooper again on XXXX XXXX as the problem still exists. I spoke with XXXX in escalations who said they were having IT issues and had no idea when or if the problem will be fixed. So I asked to speak to a manger and she refused to connect me and said that it was policy that I had to wait for a call back which could not be guaranteed but should be within 48 hours. At this point, I have no idea what payments have been requested, or taken, or scheduled and I have no idea whether I am up-to-date with payments or if I will go into default in XXXX or what I need to do to stop that happening. I never had a single issue with XXXX XXXX but Mr Cooper, whilst promising an increase in service, =have been terrible and continue to be so. Surely there must be some way I can stop my mortgage being purchased by this inefficient and disreputable organization? Or at the very least some way to ensure they meet minimum standards of fiduciary responsibility? Please can you help?
Company Response:
State: IL
Zip: 60013
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am the successor in interest to a family home in mtn. home Arkansas. It took numerous attempts over the course of a year to get Mr. Cooper the mortgage servicer to recognize this. Since then I have requested a validation of the debt and the payoff amount. I requested any and all available loss mitigation options to be presented. None of these have been done or provided. They have on multiple occasions tried to assert the property is vacant and send people to " maintenance the property '' to which I have responded on each occasion that the property is not vacant. I believe this was done to ultimately cause more fees to be assessed making it more difficult to keep the property. I have not been properly noticed of the immanent foreclosure. No proof that Mr . Cooped has the legal right, standing, authority to foreclose and sell the property. Upon my own investigation I have discovered Mr. Cooper is demanding the remaining principle of {$35000.00}, plus {$14000.00} in missed payments, and {$7000.00} in " lender paid expenses ''. There is no details as to what these charges are for. The {$14000.00} includes principle amounts that the are adding to the states remaining principle balance in an effort to get more money in profits that could possibly be owed. I believe this to be a unconscionable and deceptive practice that was done intentionally by the mortgage servicer.
Company Response:
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A