Date Received: 2023-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The accounting has been a complete mess I try to keep the scope small. As of XXXX my balance owed late payment was XXXXXXXX, per invoice. This also reflects payments with escrow totaling XXXX per month. But the escrow was only XXXXXXXX negative. Thats 12 months worth (while they show XXXX). The escrow to P&I was way screwed up. At their lowest cooper states I was 20 payments behind. XXXX XXXX XXXX attach. I kept showing them conflicti9ing documents As things have been in conflict before They misapplied payments to escrow to balance to back payments and nothing matches. When we see XXXXXXXX outstanding XXXX but payment is XXXXXXXX We also see a negative XXXXXXXXXXXX in escrow. What I understood we were doing is clearing the XXXXXXXX with XXXX paid by state and XXXX by cooper per their message. Wed then turn escrow back on (we turned it off to get the escrow to payments where it should have been. There was the negative XXXXXXXX in escrow that was supposed to be added to a new escrow calculation that should be collecting the correct about. And the shortfall would be repaid in 60 months. Escrow is still off. They did apply 20 payments to the account. At XXXX each. XXXX??? They took the XXXXXXXX were to eat the XXXXXXXX.. but not so much. ----- cooper email Mr. Cooper contacted the WI HAF program and requested an exception be made and for the XXXXXXXX be approved. WI has advised they believe they will be able to approve this request and will send sending us a request for a reinstatement amount. We received that request today and provided the reinstatement quote back to them today as well. As we discussed previously on our conference call, we will accept the payments to be applied at Principal and Interest (P&I) only and excluding escrow, until the account is contractually current. After the XXXXXXXX is applied to the P&I payments, Mr. Cooper will advance any remaining P&I payments in order to bring the loan current. This amount will not have to be paid back to Mr. Cooper. From there, we will run an updated escrow analysis, and spread any escrow shortage that remains, over 60 months. We will keep you updated on the approval from WI HAF. .----- It says I dont have escrow. So my payment would be nice and low for a bit. But then Id need XXXXXXXX to pay tax and insurance in XXXX I understand my mortgage was 30 year total the first 10 year XXXX to XXXX was interest only. That works out and makes sense its like a 20 year amort now. We can see in XXXX XXXX the overall payment goes up because the amortization starts then the balance is XXXXXXXX sum. However the amortization suggests we are in month XXXX when its more like XXXX. Sure enough if I run the 20 year 7.75% from $XXXX it is XXXX months from paid off going backwards. How did I advance though the amortization an extra 16-17 months? Misapplied payments this good(er) problem same problem. Would like the money in the right place. Ive emailed all this to the whole executive team with nothing after payments from them. In XXXX there was 200% escrow annual needs in the account. Time and time again the additional agree red arrears were excessive and nobody would help or believe me. This is proof. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX there's years more attached and upon request
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I have reached out to the involved companies through the credit bureaus, and it has been 90 days without any response. This lack of communication is concerning and disappointing, as I am only trying to resolve the issue with these accounts. The unresponsiveness from the company may be perceived as an admittance of incorrect or inaccurate information. I demand that this unverifiable information be removed from my credit report immediately. The 90-day delay in addressing this matter is unacceptable and impacts my financial standing. I expect prompt action to resolve this issue and ensure that my credit report accurately reflects my financial history. Please let me know if you would like any further revisions or if you have additional concerns.
Company Response:
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr.Cooper mortgage company took over my mortgage XX/XX/XXXX. My payments continued on automatic payment on the 3rd of each month. Sometime in XXXX or XX/XX/XXXX I noted that my credit score decreased and upon looking into it I noted that Mr.Cooper had reported that I did not make my mortgage payment in XX/XX/XXXX or XX/XX/XXXX. I went to my bank account to check and it showed that my payment had been paid. I sent in a dispute assuming this would be fixed. After 4-6 weeks I noted that the dispute was returned and Mr. Cooper continued that my payments were not paid. I called Mr. Cooper on XX/XX/XXXX and the customer service agent stated that my payments had gone up to put money in escrow for taxes. I explained that Michigan does not charge property tax to 100 % XXXX veterans and that we had sent in the paperwork and was making the same payment all year. I asked why no one had contacted me and she stated they had called multiple times. They were calling a number we did not have after buying this current home and gave her my new number. After going into detail the agent stated that she would send the issue forward and I should hear from someone in 3-5 business days. On XX/XX/XXXX I called Mr. Cooper again as I had not heard anything from them. The agent that took my call stated that my case had been reviewed and that Mr.Cooper was correct and I needed to catch up on my mortgage payments and pay the late fees that were owed. I asked to speak to someone above her, or other department who could help me. The man that I then spoke with was rude and stated that all I could do was send an email to a different department and they would get back to me. I sent the email the next morning and their reply was for me to FAX or post mail of the documents. I then faxed them both the XXXX & XXXX tax exemption documents from our township. On XX/XX/XXXX I again called Mr Cooper to talk about taking the Non-payment reports off my credit report and that I had received a check from Mr.Cooper for {$1600.00} stating that it was the overage I paid to escrow incorrectly. I explained that I had not cashed the check and did not want to because all I wanted was my account to show current and to fix my credit report as this is costing me a lot of money for a horrible credit score. The agent told me that if I paid the outstanding amount of {$260.00} and brought my account current that she could go in and fix the late fees and my credit report. I had already paid my XXXX payment that day and then also paid the {$260.00}. She stated that I could go ahead and cash the check that it would not affect the outcome. We ended our call and I felt very relieved that this was finally being fixed. She did say that it could take up to a month for the credit report to be corrected. On XX/XX/XXXX I received 2 letters from Mr Cooper, one showing that we are tax exempt for XXXX and the other stating that I needed to pay an additional {$260.00} and owed a total of {$410.00} to bring my account current. I planned to call first thing on XX/XX/XXXX to talk with them again but before I could call I received a call from Mr. Cooper stating that I owed tax money. I was extremely upset and asked to be transferred to someone other than payments as he could not help me. He transferred me to XXXX, she was very unhelpful and would not listen to what I was asking and saying. She just kept repeating that they only had a single sheet of paper regarding my loan. She again stated that they tried to call my old phone number multiple times, this is a nonworking number to this day, so no message was left and they made no attempt to get my information. She insisted that they received a tax bill from my township and that I had to pay the money and that they would not take the non-payments off my credit records. She even did a conference call to my bank and they told her my payments were made each month as usual. I was very angry and upset that she continued to say the same things and that I should have paid the higher payments even though I wasn't aware of them. She insisted repeatedly that my township sent a tax bill in XXXX. After our call ended with no help or resolution I called my township to double check and they stated that they showed our exempt status and that all we owed this year is {$35.00} for a special assessment. They also stated that they do not send out tax bills in XXXX, and did not send one for us. All I want is to have my non-payments off my credit report. I can't believe that a company can run like this and that you could obtain my mortgage, without us getting a say so because we just have to take whatever anyone does, and only have a single sheet of paper with old information and no current XXXX data and forms. If I could have my mortgage sold to any other company I would. I can't even use the Mr.Cooper website, my loan still shows through XXXX mortgage. What a shabby business. I feel like I am being put through XXXX. My veteran husband served 2 tours in XXXX, is currently on XXXX from it, and this is how we are treated. Shameful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2023 I had logged into my Mr. Cooper account to make sure that my payment had posted and to check the payoff balance as I am in the process of selling my home. I logged back in later that day to print out the payoff notice and I see that my account balance was double what it should be. I looked at the payment activity and for some reason Mr. Cooper had reversed out the payment that had just posted. I called customer service and they didn't know why that had happened and said that they would fix it. The payment was reposted back to my account on XX/XX/2023. Then at the end of XXXX they reported my account 30 days past due because it took them 4 days to post the payment back to my account that they had removed in the first place. I have tried to have them correct this issue and they keep telling me it's in process but now my current home is under contract to sell and since they are taking so long to correct the error, I am being denied a new mortgage due to the drop in my credit score as well as it showing a recent late payment.
Company Response:
State: TX
Zip: 76108
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home in XXXX in XXXX shortly after having used a Covid program to avoid foreclosure. During my closing process the loan servicer changed from the one I had made arrangements with for Covid relief to another called Mr. Cooper. At the time of closing I placed more than the value of the subordinate loan into escrow to wait for me. Cooper to file the claim. It has been nearly a year since closing and they have made no indications that they are anywhere near being able to accept my repayment of the Covid relief loan and complete my transaction with the closing attorney.
Company Response:
State: VA
Zip: 20121
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Currently have a mortgage with Mr. Cooper. Since being with this company we have been scammed out of hundreds of dollars. Examples include : putting their own insurance on our home meanwhile we have mortgage insurance. We paid up our escrow account but was told our payments are going up. They pay our home insurance from the escrow account, but the insurance company has not received a dime and is threatening to close out our home insurance. We pay XXXX faithfully every month and on time, but was told our escrow account is in the negative and when disputing this claim no one has any answers. I want to be moved to another mortgage company because this one is practicing fraudulent practices. Why am I paying two separate insurances on my home and why is my mortgage going up and our escrow account is current. Also this insurance we pay to them isnt listed on any billing documents
Company Response:
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I entered into a mortgage which was subsequently sold to Mr. Cooper. Prior to the sale of my mortgage, the previous servicers had purchased property insurance on my behalf due to their not receiving the proof of insurance that I had submitted. They later received the proof of insurance and cancelled the policy they placed and the premium was refunded to the loan servicer. Subsequently, Mr. Cooper acquired my mortgage but the refund had not hit my account on the date of transfer. My Cooper has been charging me for an escrow payment of {$100.00} each month since that date even though I have no escrow account with them. Purportedly, it is to recoup the insurance premium that was refunded to the loan servicer. I've spoken to both the original loan service and Mr. Cooper on the same call and these facts have been confirmed and that I owe no escrow amounts. However Mr. Cooper has continued to charge me for the escrow improperly. In essence, they are stealing money from me because no amounts are owed and they agree that no amounts are owed. I've been dealing with this issue with them repeatedly for several months. Now when I try to speak to a representative, their customer service number will not allow me to speak to a person. You can only receive automated information unless you are requesting to refinance with them. I need your help it getting Mr. Cooper to stop stealing my money. I've asked them to apply all of the amounts they collected in error to principal but after several months nothing has occurred. Please help me.
Company Response:
State: TN
Zip: 37217
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, XXXX, upon receiving a notice of change ( an increase ) of escrow payment amount from Mr. Cooper ( that purchased the mortgage from XXXX XXXX XXXX ) due to an increase in homeowner 's property insurance premium, we contacted XXXX, our homeowner 's insurance carrier. XXXX corrected the premium, lowering it by some {$600.00}. We notified Mr. Cooper by phone and via email ( we sent a new Declaration from XXXX ) of the change in premium on XX/XX/XXXX, and Mr. Cooper acknowledged receipt by email on XX/XX/XXXX. This change would have lowered our monthly mortgage payment by about {$50.00} per month. In contravention of our request, Mr. Cooper paid the incorrect amount on or about XX/XX/2023 to XXXX ( some 30 days after being made aware of the correct amount ), and has continued to refuse to correct both our escrow and our monthly mortgage payment. Three protracted telephone calls with Mr. Cooper 's employees have not resulted in a correction of the problem, and clearly paying the incorrect amount was done in blatant contravention of accepted practice and procedure.
Company Response:
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My mortgage payments were on autopay with our bank XXXX XXXX. XXXX was in middle of an upgrade where autopay did not send XX/XX/2023 mortgage payment. XXXX XXXX/Nationstar Mortgage LLC serviced by Mr Cooper ( mortgage company ) did not notify me of a missed payment until following month, no attempt of communication was performed within the 30 days of late payment. Servicer said they called on XX/XX/2023 to ask about late payment. No evidence on my phone records show a call. No voicemail was made. No email was sent out regarding late/missed payment. Even after explaining what had happened with XXXX about upgrade failure, mortgage servicer would not file to remove credit penalty. I have attached my phone records with highlights of the day they claimed to have called me, on XX/XX/XXXX, which no call was made. Phone shot record shows no calls were incoming from XXXXMr Cooper on XX/XX/XXXX. On XX/XX/XXXX, you will see a highlight of their call to tell me XXXX was late, as the fix hadnt been made until that notification. I paid both XXXX and XXXX on that date. Had I known XXXX was late with a phone call XX/XX/XXXX, I would have made immediate payment. As you can see on my payment photo, after our call on the XXXX of XXXX, both payments were posted. XXXX XXXX is our bank, I can provide documentation that an upgrade has been in the process for months now and no notification was made to us that a missed payment was made. I have attached a conversation with the servicer where they say they will call on day 2 and send a letter. I have also attached the part where the letter should be shown that was sent in XXXX that I have a late payment. No letter exists.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: ND
Zip: 587XX
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was involved in a hit and run accident on XXXX22.My doctors advised me that I was looking at a year before I could work ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) I reached out to my mortgage company in XXXX in 2022, asking for help.I submitted an explaination letter, bank statements, and application for loan modification and or any programs I could qualify for including putting payments on the back of my loan.To date I continue to get lied to saying documents were needed or they didnt receive information on time.I started e-mailing documents while on the phone with representatives, faxing documents to have a paper trail .I have had to resubmit requests for help over and over again.I now am 6 months behind, and still not working.New persons keep getting assigned, and the same run around starts all over again. ( 5 people since XXXX2022 ) Many dont read the notes on the account.The whole thing seems like a scheme to take my house.I am getting notices about foreclosure.Im being told these notices are automatically generated.I have documentation of everything.faxes, e-mails etc.I need helpXXXX.Enough is enough already
Company Response:
State: VA
Zip: 237XX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A