Date Received: 2023-06-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: REASON FOR MY COMPLAINT : Misapplied Federal Housing Administration guidelines in denying my request and opposing my inclusion for the XXXX recovery state assistance option. I applied for the XXXX program with the state in XX/XX/XXXX. A representative from the state notified Mr. Cooper of my approval XX/XX/XXXX and Mr. Cooper erroneously opposed my participation XX/XX/XXXX. As a result, I received a letter from the state XXXX stating : " Your mortgage servicer has objected to your inclusion into the program ''. I have several recorded and noted conversations with Mr. Cooper which confirm that Mr. Cooper had NO reason to oppose my acceptance into the XXXX program. SEVERAL representatives of Mr. Cooper stated that their HARDEST HIT FUND DEPT. received the inclusion/approval letter from the state and sent the denial/objection letter to the state of NJ/ERMA. I have also received a letter XX/XX/XXXX from Mr. Cooper affirming THEIR ERROR. However, in the same letter they erroneously stated that they/ Mr. Cooper do not determine the ERMA/State 's decision which is 100 % False as my XXXX/XXXX/XXXX letter from ERMA CLEARLY STATES as follows : Your MORTGAGE SERVICER has objected to your inclusion into the program. I trusted Mr. Cooper when they said they would try to resolve THEIR Error when they erroneously objected my inclusion into the XXXX. I also appealed the XXXX denial letter with confidence Mr. Cooper would resolve the issue THEY created which now caused me to become delinquent on my mortgage due to loss of employment AND the understanding that I would be receiving XXXX funding because of being included in the program. To my heartbreaking disappointment, I was again deceived by Mr. Cooper. I received another letter from the state ( XXXX XXXX ) on XX/XX/XXXX which said as follows : After careful review of XXXX our decision is as follows : Your MORTGAGE SERVICER has objected to your inclusion into the program. I am unable to reapply to the XXXX program that I initially applied for in XX/XX/XXXX as I am still with the same MORTGAGE SERVICER. I previously submitted a complaint. Mr. Cooper 's response was NOT Accurate as their response states that they received an initial letter from NJ XXXX in XXXX, see my attached letters. XXXX XXXX received the confirm of my inclusion to the XXXX program in XXXX resulting in an XX/XX/XXXX denial letter from XXXX stating : Your mortgage servicer has objected to your inclusion into the program Mr. Cooper 's response was untrue as there are SEVERAL calls and notes confirming MY attempts to rectify THEIR MISTAKE. In closing : Mr. Cooper 's unfair Mortgage practice and errors have caused me financial risk and undue stress. I am seeking legal assistance at this time as I don't want any other customer to endure what I have experienced. This whole ordeal have been pain staking to me a single mother and my 3 children. I am requesting support from the CFPB as I believe Mr. Cooper 's actions towards me are an abomination. Help, XXXX XXXX
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was paid off following the sale of my home in XX/XX/2023. I had an escrow overage of {$1400.00}. I was issued a check in XXXX. My bank returned this check for insufficient funds//declined payment from the check issuer Nationstar Mortgage dba Mr. Cooper. I have attempted to contact Mr. Cooper several times to get this corrected, but can not get a reissued check sent to me. It is now XXXX.
Company Response:
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted Mr. Cooper ( rightpath ) 10 times as of today for explanation of balance she owes. Was granted Forbearance XX/XX/XXXX and again XX/XX/XXXX. Tried to gather payoff amount XX/XX/XXXX. Also, submitted in writing request to " XXXX '' No response and no one we spoke to including a manager could provide a breakdown for the balance now owed. -Date of last payment balance owed {$40000.00}. -Breakdown of Payoff Balance {$58000.00} Including itemized breakdown of Principle Adjustments, Lender Paid Adjustments, NON interest balance. Attached are : Call contact notes with each rep. Payment History Letter of Complaint Copy of last written request sent Our payment breakdown notes.
Company Response:
State: NJ
Zip: 08087
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with my home with Mr Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Oh XXXX I am retiring and wanted to pay off my mortgage I ask for a pay off quote and the sent one for XXXX I got two certified checked from two accounts one for XXXX XXXX and one for XXXX put them in the same envelope and sent it certified male they sent me an invoice said the needed XXXX for an escrow shortage as the had paid insurance and taxes for next year I called and they said they received the certified letter at the XXXX and if I played the XXXX my mortgage would be played off so I had them take it out of my auto pay account and then was told to go on the web site and shut off the auto pay witch I did and then the sent a statement that said that they only received XXXX and just called them and they have stated that they never recieved the XXXX I believe they are trying to rip me off and I have stoped payment of XXXX check to them I don't believe any one should do business with them they messed up the insurance payments and the insurance company keeps sending me the over payment back I call they say it is a problem with XXXX I call XXXX XXXX they tell me that they have no policy for me it stressed me out so bad I desided to pay off the loan we do they insist in ripping off old people?
Company Response:
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage, a.k.a. Mr. Cooper has failed to provide it's customers with service. I have repeatedly tried to reach them by phone, to speak with a human being, about the required steps to process an insurance claim check which I recently received. Nationstar is listed as a co-payee and I must coordinate their endorsement to be able to deposit the funds for repair of my home. Multiple phone # 's have been used to reach them with no human contact available. This is deplorable customer service. I have had my mortgage with them for a couple of years now and never been late on rendering consideration to them. Perhaps if I withhold my payment, a real human being will call me, at which time I can address the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30165
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got my home refinanced by XXXX XXXX, who sold it to Mr. Cooper ( Nationstar ) I was given payment and account number for my loan for Mr. Cooper ( nationstar ) I set up online bill pay with my bank and send my payment to Mr.Cooper which they received on XXXX XXXX, XXXX. On same day, I received a welcome letter from Mr. Cooper in which the loan/account number was different. I have sent proof of my payment from my bank, called them several times, emailed their research department and also to their escalation department however they have no responded even once to my emails and just keep jerking me around since days. I paid {$1000.00} to them and need help to resolve this. Respectfully
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer is Mr. Cooper ( Nationstar ). the servicer failed to pay home insurance on time from the escrow account. the home insurance expired on XX/XX/2023. I called on XX/XX/XXXX to the servicer to confirm that the home insurance was indeed not paid on time and already lapsed. the renewing insurance amount is {$960.00}. I then contacted my insurance company ( XXXX XXXX ) to paid it out of my pocket in order to renew the insurance while my servicer attempt to figure out the disbursement of payment. couple of days later ( today, XX/XX/XXXX ) I checked the escrow account and noticed that two ( 2 ) payment of {$960.00} was made to XXXX XXXX. I called my servicer again to confirm that indeed the double payment was made. at this time the extra payment can not be cancelled but according to the servicer I will receive refund from insurance company and then have to deposit {$960.00} back into escrow account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 90713
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We initially had our loan through XXXX. It was transferred in XX/XX/XXXX to Mr. Cooper. They have since placed forced hazard insurance on us and refused to refund us the premium and late fees. Our initial homeowners insurance company was involved in a bankruptcy and we were never notified of it. We continue to pay our premiums monthly. They are trying to tell us that were negative. They raised our mortgage payment. We keep getting the runaround and can not get any answers. I believe they have violated the code We have spoken to them numerous times today XXXX XXXX. They told us that they sent us a letter in XXXX which they did not. I have the two welcome letters they sent us. None of them said anything about insurance being lapsed, and then our first bill received from them was XX/XX/XXXX of XXXX and I have a copy of that as well that showed our escrow balance being {$160.00} and some change far from the negative balance I said we had when our loan transferred to them, we did not know we were behind on anything until the middle of XX/XX/XXXX they did not notify us in the required amount of time according to law. 1024.37 Force-placed insurance.
Company Response:
State: SC
Zip: 29073
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2023 we requested Mr. Coopers Escrow Department to reanalyze our escrow account as a result of our home receiving XXXX homestead exemption which also included the prior year. Mr. Coopers Escrow Department contacted me 3 weeks later after my persistent request for a status on the request to reanalyze our loans escrow. Mr Cooper told us that XXXX XXXX didnt reflect the exemption and refused to look into it further! I immediately contacted XXXX XXXX and obtained the exemption document Mr. Cooper told me didnt exist and we submitted it again and requested our loans escrow be reanalyzed. Again no response until I sent a request for a status, the middle of XX/XX/2023 we received a call from Mr. Cooper advising us the exemption was indeed in place and we should expect a refund of {$600.00} from XXXX XXXX and that Mr Cooper is waiting on XXXX XXXX to confirm the exemption and then they would re analyze our escrow. Now, yesterday, I contacted Mr. Cooper and to my amazement we were advised our loan has been transferred to another servicer. Its pretty obvious that Mr. Cooper refused to process our escrow review because they knew our loan was going to be transferred! We were not advised about this until I contacted Mr. Cooper and was advised they dont have my loan; and said the new servicer will be intouch! Wow!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 75090
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act ( XXXX ) account number XXXX has violated my rights. 15USC 1681 section 602 states I have the right to privacy. 15USC 1681 section 604 a Section 2 : it also states the consumer reporting agency can not furnish AN account without my written instructions. 15USC 1666 B : a creditor may not treat a payment on a credit account under an open-end consumer credit plan As late for any purpose.
Company Response:
State: PA
Zip: 18201
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A