Date Received: 2023-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we made a payment using a wrong account number. We notified our mortgage company and we gave them the correct account number and the payment was cancelled from the first account and taken out of the second account. In XXXX we make our monthly payments as scheduled. Then a week later we were told we didnt make a payment and the money was reversed. Our bank send the Mr cooper documents showing we never received any money back for XXXX, however XXXX went ahead and pay then again until they fix the problem. XXXX we paid, everything was resolved then in XXXX after we make our payments theyre saying we owe over {$3000.00}. And no one can give an account for our payments. Even with documentation that money never refunds back into our account they have fixed the issue. We sent the message from their department that the problem was fix and nothing. Now they want us to pay another 2 months of mortgage when we already and its unfair. We asked to speak to a manager they say 48hrs its now 3 weeks.
Company Response:
State: NJ
Zip: 08854
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX, I paid my mortgage to Mr. Cooper ( Nation Star Mortgage ), using their phone service. I paid {$1000.00}, and received a confirmation transaction verification code. This is amount is more than my monthly mortgage payment. Last week, a representative from Mr. Cooper called, stating they had taken more than the {$1000.00} out of my checking account than I requested. They took XXXX out of my checking account. How can they do this without my authorization? The representative did say they could give me a refund, but If they do, and they don't receive the money from my account ( which they knew they already had the money ) I would owe the even more money. This isn't the first time I have had an issue with this company.
Company Response:
State: AL
Zip: 36526
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Background : I had 2 mortgages with Mr. Cooper/Nationstar, as I was moving from one city to another, XXXX to XXXX Virginia XXXX Both houses were insured by XXXX XXXX XXXX XXXX. However, the home that I moved to in XXXX Virginia had an escrow included in the monthly payments, whereas the home I was moving away from in XXXX Virginia did not have an escrow account. Also I do not pay property taxes on my home in XXXX Virginia because my husband receives a tax exempt status for life with XXXX XXXX of XXXX due to his military status. In XXXX of this year I sold my former home in XXXX Virginia and I discontinued my homeowners insurance with XXXX XXXX XXXXXXXX XXXX. I made sure that at the time I discontinued/canceled my insurance for the home in XXXX, that the home in XXXX would be unaffected by this change. In XXXX of XXXX, I received a letter from Mr. Cooper/Nationstar stating that I had canceled my homeowners insurance for the home located in XXXX Virginia XXXX At that time I called Mr. Cooper/Nationstar and together we communicated with XXXX XXXX XXXX . I sent in documentation sent to me by XXXX XXXX stating that my insured had been paid in full up until XX/XX/XXXX and that there had not been any lapse in coverage since XXXX when I first created this account. The next payment would be due before XX/XX/XXXXXXXX and on XX/XX/XXXX SXXXX XXXX XXXX XXXX received payment in the amount of {$3500.00} to cover the insurance policy from XXXX. However, on XX/XX/XXXX, I received in the mail a letter from Mr. Cooper/Nationstar stating that I had a lapse in coverage from XXXX XXXX I also received a copy of the lender placed hazard insurance that was retroactively placed on my home on XX/XX/XXXX, for coverage that ended 1 month prior to the writing of the policy. This insurance that was retroactively placed cost me {$1900.00}. I contacted Mr. Cooper/Nationstar on XX/XX/XXXX and spoke with XXXX in the Escrow Department XXXX After trying and failing to get her to understand the issue I was having I asked to speak with a manager. XXXX instead called XXXX XXXX, which was the 3rd party Broker that sold me.my insurance policy and has no direct affiliation with Mr. Cooper/Nationstar or XXXX XXXX XXXX XXXX Again we asked XXXX to speak with a manager in the Escrow Department and instead she transferred us to a woman named XXXX in the Escalation Department. XXXX told us there was no way to get anything done today, because XXXX XXXX was closed. She asked that we submit paperwork XXXXXXXX that would support our claim that we had never lapsed in coverage. We explained to her that we submitted all of that paperwork back in XXXX of XXXX, but we still submitted it again at the above email location because both XXXX and XXXX stated that the Escrow Department did not keep any of the prior paperwork and that they could not see any of the prior notes associated with our account. They also stated that it would tak between 2 and 5 days before they could access the paperwork. However, the following day I received an email for Mr. Cooper/Nationstar stating that not only had they received all my paperwork, but had already concluded that they would not change the charges associated with my Escrow account. I called XXXX back directly and left a message. Then my husband and I called the Escrow Department. After some confusion we ended up talking to a XXXX who worked for the Escrow Department at the same time we talked with XXXX from the Escalation Department. When then found out that the Escrow Department was charging our account a shortage amount of {$3500.00}. Additionally, that starting on XX/XX/XXXX our monthly mortgage payment would increase to {$2500.00} a monthy. The increased amount of {$630.00} was to cover a shortfall of {$1900.00} lender place insurance they claimed we retroactively owed, property taxes for XXXX XXXX XXXX XXXXXXXX for which my husband is exempt and had supplied documentation for when first got the house in XX/XX/XXXX and supplied again when we refinanced in XXXX, and an inflation increase for the insurance policy with XXXX XXXX that will be due in XXXX. We explained the situation again to both XXXX XXXX XXXX ). And each said that they would investigate the separate matters further and get back with us by XX/XX/XXXX. XXXX from the Escalation Department called us back on XX/XX/XXXX. She informed us that she tried to contact XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to check XXXXXXXX XXXX tax exempt status, but because we were not on the phone to verify our private information, they could not speak with her. Therefore, she informed the 3rd party company that handles payment of taxes to cities and counties and they decided to send payment to XXXX XXXXXXXX XXXX XXXX in the amount of {$1800.00}, for back taxes they believed we owed even though they had never received a bill in that amount. To clarify our County tax bill is XXXX for storm water twice yearly. {$12.00} will be due for us in the month of XX/XX/XXXX. Mr. Cooper/Nationstar previously paid out {$12.00} to XXXX XXXXXXXX XXXX XXXXXXXX in XX/XX/XXXX. The is not a delinquent bill with XXXX XXXXXXXX XXXX XXXX. We asked her why she just didn't call us to help her straightened the situation out and she basically said that was her job. The additional moeny that Mr. Cooper/Nationstar claims to have sent to XXXX XXXXXXXX XXXX XXXXXXXX was not added into the previous balance, so I fully expect for Mr. Cooper/Nationstar to further increase what they claim we owe.
Company Response:
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company Mr. Cooper sent me the mortgage statement in an open envelope and this contains personal and sensitive financial information. See image attached.
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have currently been paying on my mortgage since XXXX XXXX XXXX. I have not missed any payments and have paid additional principal amounts. My loan is now being transferred from XXXX XXXX and the new mortgage company, Mr. Cooper is saying my mortgage payment is due XX/XX/XXXX as of XX/XX/XXXX. This amount is incorrect and I see where XXXX XXXX has not credited some of my payments on their account activity made fro XX/XX/XXXX to XXXX XXXX. This is very concerning that a mortgage company can ignore payments that have been made and how often does this kind of thing happen to people because of crooked mortgage companies. This is utterly disgusting. I would like someone to investigate this matter further. I have currently reached out to Mr. Cooper and I will be mailing something out to XXXX XXXX since they only have dispute information via Mail.
Company Response:
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm having trouble getting my name added as successor in interest on documents mortgage.I was deeded property before death by my grandmother..but there's a mortgage my name is XXXX XXXX XXXX XXXX There's also an escrow amount for taxes and insurance I pay the taxes and property insurance on sed real estate so why am I charged {$310.00}. XXXX a month making my total payment {$1300.00} I don't understand when I pay these privately. That {$310.00} needs off my mortgage please.
Company Response:
State: WV
Zip: 264XX
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have 4 late charges on my credit report that the company promised wouldnt happen when I was on a Covid Relief payment when I lost my job. Ive havent missed a payment since. Please remove all late payments from my credit report which is inaccurate. Thanks
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: cooper bank is showing inaccurate reporting information on my credit report. they state that iam 60 days and or 2 payments late in my three credit reports, XXXX XXXX and XXXX accounts. This is incorrect. I have spoken to a representative XXXX XXXX who has stated that this issue was going to investigated and resolved. However The credit bureaus are reporting inaccurate information. My payments where kept in a suspense account and and not applied to my Morgage payment which is not correct and illegal. Secondly I had covid and was off of work and asked several times for help with this matter and no agents or supervisors helped me come with resolution. Third issue I inquired to get assistance with this matter and was told because I sent any email to the Mr. cooper MRC Research Unit email the representatives on the phone could not assist me. L if the payments were delayed why wasn't i offered a Covid program to help me or why wasn't I called to warn me about these lateness. I want these questions answered Mr. Cooper bank failed me and caused me Financial Hard ship and Pain and each agent and representative should be held accountable, with these inaccurate actions. when you are reading this " Place yourself in my shoes ''.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I somehow missed XXXX mortgage payment in year XXXX or XXXX ** approximate amount {$2100.00}. since the mortgage company put the wrong bank account number sent to my bank because the payment didnt clear ; i did not get any insufficient check fees from my bank and since the Mortgage Company ( mr Cooper XXXX didnt contact me because of my active bankruptcy status * No one alerted me to that missing payment ** I have contacted the Mortgage company multiple times disputing what they are reporting that i am behind by {$7000.00}. ** and they are adding late fees each month {$64.00}, I even requested and filled out a loan modification application about 3 months ago and have not heard any updates except they have all the documents needed from me. This bank continues to increase the amount they say falsely is owed * again I owe only 1 month * {$2100.00}. Also a lot of my payments are not being applied they are just holding them, i have even been paying more each month as i was advised by their bank representatives because my escrow had increased, even that additional payment each month is not being applied!!! This is a crooked bank, i look for relief as a Veteran ****Thank you
Company Response:
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: RIGHT PATH IS ATTEMPTING TO FORECLOSE ON MY HOME WITH A FRAUDULENT ASSIGNMENT. THE DOCUMENT IS ROBO SIGNED, THE HAVE ALSO VOLATILIZED FEDERAL LAW BY CARRYING OUT FORECLOSURE WHILE LOAN A MODIFICATION AND MORTGAGE ASSISTANCE WERE BEING NEGOTIATE. XX/XX/2023 THE SENT A NOTICED THAT MY ASSISTANCE REQUEST WAS DENIED. MEANWHILE THE FORECLOSURE WAS STILL IN PROGRESS. THIS IS DUAL TRACKING AND THAT IS AGAINST FEDERAL LAW. NATION STAR DOSE NOT HAVE LEGAL STANDINGS TO FORECLOSURE ON MY PROPERTY. THE TRANSFERS OF TITLE ARE FRAUDULENT AND FRAUD CANT BE THE BASICS OF OBTAIN A DEED. I ALSO SENT 2 QWR AND NEITHER OF THE MY REQUEST WERE RESPOND TO. THEY REFUSE ALSO THE SEND THE CURRENT MORTGAGE STATEMENT AFTER MY HUD REP REQUESTED THEY ALSO ACCEPTED 2 PAYMENTS FROM WHILE STILL PROCESSING A FORECLOSURE FOR XX/XX/XXXX XXXX
Company Response:
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A