Date Received: 2023-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice from Mr. Cooper stating that they would buy insurance on my behalf. I asked my insurance company to send proof of insurance, see below APPENDIX 1. Mr. Cooper received, the email with attached dec page, but refuses to acknowledge the insurance, see below APPENDIX 2. APPENDIX 1 Hello " Mr. Cooper '' ATTN : Loan XXXX, Please see the attached Declaration Page for XXXX XXXX 's currently inforce policy. In addition, we have attached the payment received on this policy to confirm that it is currently paid in full for the term of XX/XX/XXXX to XX/XX/XXXX. As XXXX XXXX states below, and we confirm he is correct, because payment was made during the grace period the coverage never lapsed. If you have further questions or additional information requests, please let us know by contacting us via : Phone : XXXX Fax : XXXX Email : XXXX Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Fax : XXXX APPENDIX XXXX From : XXXX To : " XXXX '' Sent XXXX XXXX XXXXXX/XX/XXXX at XXXX XXXX XXXX Subject : XXXX XXXX Has Not Been Processed Thank you. This email is to inform you that we have reviewed the recently submitted document ( s ) and are unable to proceed with updating the policy information. Mr Cooper bought my mortgage from XXXX XXXX. I have had numerous issues with servicing. It took multiple attempts to set up direct pay through checking. I applied for bimonthly pay four times and made double payments to get ahead as instructed and they found spurious reasons to reject the application each time. I have threatened to complain and they don't care. This latest egregious example is an attempt to purchase insurance on my behalf for exhorbitant prices, even though as documented and submitted to them, my policy never lapsed. This company is egregious in its lack of service and attempts to use any means necessary to gouge their clients, who, I assume, did not want to be their clients in the first place.
Company Response:
State: OH
Zip: 44139
Submitted Via: Web
Date Sent: 2023-05-19
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: I have been behind for several months with Mr. Cooper. When I call in to talk to them about my options, I'm always told withdrawing from my XXXX is my " best option ''. It's been a fight to get them to even entertain the idea of a payment plan or hardship plan. I was recently on a hardship plan with them and missed a payment due to job loss. They then declared my loan " over 6 payments late '' because my missed payment violated the hardship program agreement. I'm not 6 months behind. This number is staggering. I don't understand how I was making payments to the hardship program but somehow those payments didn't count towards bringing my loan current? I called today to request reinstatement of my loan as it is now in foreclosure for the past 14 days. I've been told that I have to call back in to " see if the quote has come in '' next week. This loan company does not care at all for anything other than getting money. As long as you pay them, you're golden. But if you slip, they let you fall and they do little to nothing to help you get out of that. I know for a fact in XXXX over 750 complaints were filed for this company. I'm not alone. I've read the court documents. This is a predatory loan company and they don't care about helping people stay in their homes at all. Just money.
Company Response:
State: MO
Zip: 63109
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called several departments within Nationstar Mortgage ( Mr. Cooper ), with respect to my escrow for a secondary policy on my condominium. I was advised that my escrow would be cancelled for my individual condo insurance policy because I did not wish to renew it. Then another rep told me it was required. I requested written proof that it is a condition of my mortgage. They provided me my note and no such statement was found in the note. I called again and they insisted it was required, but refused to provide me proof, and refused to transfer me to supervisors repeatedly. Now they intend to cancel my escrow and force place a policy on my mortgage ( no doubt at an inflated rate with a kickback as a reward ). Their utter lack of cooperation leaves me convinced this is a criminal operation. They told me the " research '' department could provide written proof of such a requirement. I requested that proof, and a confirmed response that it would be provided, and the document that it would be contained in. Nothing has come back from them and this group does not accept incoming calls. This organization is likely engaging in racketeering-like criminal behavior and an investigation should be launched.
Company Response:
State: FL
Zip: 33180
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My loan keeps getting moved around as the mortgage companies keep getting bought out. First my loan was through XXXX then to XXXX then to Mr. Cooper and now Nationstar. Every single time my loan gets moved around, the month that their transition happens the new lender marks my mortgage as 30 days late. I have NEVER been late on my mortgage, it gets automatically taken out of my bank account every single month. Every time this happens I call the lender and they tell me there is nothing they can do and I have to dispute it on my end. This is negatively affecting my credit score for no reason and it's not fair that I suffer the consequences. I have no say in my loan being moved over when the mortgage company gets bought out and I have never done anything wrong. None of these companies have ever been willing to fix this and they have no explanations for why it keeps happening. To me this is illegal, I am paying every month exactly like I should and I get punished because they sell their company to another. I have been able to get a couple of them fixed but I have a new one from Nationstar and I absolutely have proof that I paid it and they won't reverse the late payment mark. I also have one from XXXX last year that has not been reversed that I have fought.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2023-05-19
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: XXXXXXXX AND XXXX XXXX XXXX XXXX XXXX. ON FORECLOSURE ISSUE., THE SALE DATE IS SCHEDULED FOR THE XXXX OF XX/XX/2023 XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Mr. Cooper Mortgage Service XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan # XXXX This is to give you an update on our situation with Mr Cooper. You have requested that we keep you informed. The judge ruled in our favor to do a short sale. We have more than two offers on contract to sell the house. Mr. Cooper is refusing the offers, saying that it will take too long to close. The court has a scheduled hearing for the XXXX of XX/XX/2023. The problem is that the title will pass hand on the XXXX of XX/XX/2023. We are writing to request your office to intervene. The sale date we need to be moved. Also, Mr. Cooper should allow the short sale to go thru the process. One of the offers the buyer was already preapproved, while the other offer was from an investor who wants to pay in cash. Please see attached sale agreement. Also, Mr. Cooper has given different information regarding the balance owed on the house. First Mr Cooper said that we owed over one Million balance on the mortgage. Then they said that the loan balance is XXXX Dollars. Again we did an appraisal on the house. Our appraisal came out to {$430000.00}. Mr. Cooper is saying that they did a drive-by appraisal. That the drive-by appraisal is {$330000.00}. Mr. Cooper has done everything to frustrate our effort to work out any resolution. The judge first recommended that Mr. Cooper do a modification. Mr. Cooper never came up with any modification. I know that the notice for you to intervene is short. Please we are applying that your office intervene in our situation. Thank you in anticipation. Our house address is XXXX XXXX XXXXXXXX XXXX XXXX Connecticut XXXX. Thanks, XXXX and XXXX XXXX
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX. ) XX/XX/XXXX I contacted Mr. Cooper ( mortgage co. ) to request an application for a Home Loan Modification to reduce my monthly mortgage payments, as they were scheduled for another increase in XXXX due to an increase in the interest on the loan and increase in property taxes. I retired in XXXX and my income has lessened significantly since I was actively working. On XX/XX/XXXX, I sent them the completed application along with the requested documentation. 2. ) Three weeks later, Mr. Cooper notifies me that they sent me the wrong form and I would be receiving the new form to complete. I did not receive the new form until XX/XX/XXXX. I completed the new form and returned it to them on XX/XX/XXXX. They said it could take up to 30 days to process. 3. ) I had initially requested in XX/XX/XXXX, that the XX/XX/XXXX and XX/XX/XXXX payments be put on the end of the loan and I would be making a payment in XX/XX/XXXX for the new amount which I was initially told would be {$1000.00}. I was subsequently told that it would be {$1100.00}. Then most recently, a woman named XXXX XXXX at Mr. Cooper ), told me that I could not do a deferral and a modification at the same time. I am concerned that this process is taking a lot longer than originally anticipated and that I may lose my house. When I first spoke with Mr. Cooper I was never told that you couldn't do a deferral and a modification at the same time, as that is when they provided the amount of the new mortgage payment. Can this process be expedited due to the fact they had sent me the incorrect form initially?
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please note previous CFPB complaint id : XXXX XXXX which was closed as resolved. However, Mr Cooper ( a/k/a Nationstar Mortgage ) still has not resolved the problem. Owner : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA XXXX Due to the insurance crisis in Louisiana, many insurers have left XXXX XXXX leaving only XXXX XXXX to insure properties. As an upstanding citizen, I immediately received updated insurance with XXXX XXXX. The updated insurance policy was sent to Mr Cooper too many times to count, from both XXXX XXXX XXXX and myself, by emails, fax and uploads to their site, which did not remain after two previous uploads. The insurance department was in receipt of updated insurance providing emails stating " nothing due nor action required ''. However. servicing does not appear to communicate with the insurance department as they repeatedly send mail and emails stating lapse in insurance and added escrow and late fees to be added to my mortgage, which I have never escrowed, which also caused more calls and attempts to send proof of insurance. After I provided initial complaint to CFPB id : XXXX XXXX, this non-issue seemed to be resolved as a letter from Mr Cooper was received stating insurance received with no additional escrows would be added to my account and it would take up to 10 days to remove the added fees on my mortgage However, shortly after receiving that letter, I was also mailed a check in the amount of {$150.00}, which I did not cash as it should not have been received since this was due to fees that should not have been applied to my account and did not require a refund ( check attached ). Despite receiving an unwarranted refund, I continually receive emails stating that I am late with a negative amount showing due to escrow and late fees. Mr. Cooper 's website shows a balance due of {$760.00} where as my XXXX mortgage statement shows total due in the amount of {$1400.00} rather than my fixed payment at {$690.00} per month, which is paid directly from my bank account every month, which means that I have never been late. nor escrowed. Please see attached last 13 month payments from my XXXX bank account along with XXXX XXXX correspondence dated XX/XX/2023, as part of feedback from my initial CFPB complaint, which also includes their accounting of repeated late fees/ escrows falsely added to my mortgage. Again, I have never had escrows nor have I had a lapse in hazard or flood insurance. I have attempted to speak to them and I can not get anywhere as service representatives do not comprehend what has incorrectly taken place on my mortgage. I feel it is abuse to repeatedly receive emails stating that I am late / past due on my mortgage. Please have XXXX XXXX update my mortgage correctly without any late fees nor escrows. Thank You.
Company Response:
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is an additional set of problems with the same servicer, Rightpath, tgat i made the previous complaint about. The default that was created by torturing the facts in the escrow account had also resulted in information im on the credit reports that is causing me serious damage and preventing me from curing a bridge loan I was forced to takeout for legal expenses. Another very frustrating isd e with the same company is that they refuse to answer my letters. Thay have stated quite clearly that they will only send mail to an attorney who I do not have contact with. She was retained for one task, and that was to send a qualified written request to Rightpath, because they ignored the one I sent as a civilian and not an attorney. They claim that only this attorney can request that the my communicate with me but i have no authority to do this, even though I am the one whos house they are threatening to take as a sort of blood sport : I am not aware of a law that protects their right to deny communication with me at this critical time when so much is at stake and the clock is running out. I need these two obstacles to be removed in order to recover from this bazar adventure and get back to a safe place without worry.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have never been past due or late making a payment on this account. This company is reporting false information and we have been in contact with them for several months now trying to get them to correct these discrepancies. Im currently deployed on military orders and my wife has been calling constantly trying to get these issues resolved. The person or persons we have talked to have all agreed that our payments were not late or past due and they do not understand why their company is reporting things differently. This needs to be fixed.
Company Response:
State: AZ
Zip: 85335
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice of delinquent property taxes. Upon further investigation I found that on XX/XX/2023 the mortgage company paid property taxes on the wrong property. This is gross negligence. On XX/XX/2023 I received a notice of delinquent status on my house insurance. I contacted my insurance agent and he was able to receive payment. He informed me that upon the mortgage company purchasing my loan they were required to contact insurance, which they failed to do so.They also just contacted my stating my escrow account is short and will be raising my payment.
Company Response:
State: TN
Zip: 37091
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A