Date Received: 2023-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a call this week from another financial firm attempting to foreclose on my house while it's tied up in divorce court in XXXX ( since 2016 ), index XXXX. The debt is not mine- it belongs to XXXX XXXX XXXX XXXX who stopped paying his mortgage at the time of commencement of this divorce. He is in contempt of automatic orders. XXXX XXXX has at the same time paid his attorney XXXX XXXX over {$200000.00} to tell the court that he has no money and can not pay his mortgage. Therefore, he and his attorney have committed perjury. Numerous accounts have been found in XXXX XXXX 's name that were not disclosed to the court when the misstatement was made about XXXX XXXX 's financial condition, to Judge XXXX XXXX. I do not know why I am at risk of losing this asset, as I made the downpayment and am not on the note. XXXX XXXX has been ordered by the court to pay his share of the mortgage, which is actually 100 %. The judge does not seem to be aware that XXXX XXXX is in contempt of automatic orders. My downpayment was used to purchase this house, XXXX XXXX XXXX, and I had to pay XXXX XXXX twice to keep the house from being sold at auction during the divorce, despite the fact that XXXX XXXX refused to talk with me because I was " not on the mortgage ''. I do not understand the law in the United States. My attorney is confused by the new threat of foreclosure, as well. His name is XXXX XXXX. The attorney who stated that the house is in pre foreclosure currently is XXXX XXXX, XXXX. XXXX XXXX made the following statements to me on the telephone yesterday : " The underlying debt is not paid. The current holder of the mortgage is able to foreclosure. They filed a complaint with the land court on friday. The divorce has no impact. Sale proceeds go to the borrower ( XXXX XXXX XXXX ), not to me. The attorney said. Im not a borrower so she cant tell me anything. The bank is Nationstar mortgage.
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was reported 30 days late in XX/XX/2023 and this is not accurate. I paid my account twice to make sure I wasn't late. Please help me remove this. I have been a great client and no way I could be late. This must be a bank error.
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been in contact with Aurora/Nationstar/Mr. Cooper for many years. Knowing what I know now I never would have had anything to do with an adjustable rate mortgage. I do not know how you can have one mortgage that describes both types of mortgages anyway, fixed and adjustable rate. I reached out to a company that helps people in my situation. They say I qualify for their help but Mr. Cooper refuses to accept them helping me.
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home is in the early stages of foreclosure because Mr. Cooper misrepresented and misled me. My family was negatively impacted financially during Covid and this is a VA loan so Mr. Cooper was required to offer a forbearance, and when that ended they are required to allow options to recapitalize the delinquent payments into the loan balance or review for loan modification or partial claim or repayment plan. As I understand it they are not allowed to demand the full past due balance from the Covid forbearance in a lump sum, but that is exactly what Mr. Cooper is doing to my family. My wife and I are both back at work full time and do not have a problem making our regular monthly mortgage payment, the issue is the {$12000.00} in delinquent payments from the Covid forbearance. I served my country proudly in the U.S. XXXX for 4 years XXXX XXXX and 4 years inactive as a XXXX. I bought my home in XXXX in XXXX with a VA loan and never had any financial issues. I live in the home with my wife and two XXXX and have worked as a XXXX for XXXX for the last 5 years. My wife XXXX is a registered dietician and when Covid hit our nation she was working at a XXXX XXXX. Unfortunately she was frequently sent home because she tested positive for Covid several times. Each time she tested positive she had to allocate time to quarantine and due to the frequent illness had her hours and income cut in half, and then they went out of business. This was a major hit to our family finances. My hours at XXXX were steady during XXXX and was still getting overtime but in XXXX Covid hit my industry and my hours and pay significantly dipped. We went through all of our savings but things finally caught up with us and we called Mr. Cooper and they said that I qualified for a Covid forbearance and that I did not need to send in the payments for six months so that we could get back on our feet. They told us that they would put the missed payments back into the balance of the loan and that we did not need to worry about it. When the XXXX months was over we resumed making our payments in XXXX and XXXX. Our monthly payment was {$990.00} but we paid {$1200.00} each month because we wanted to get caught up and pay down the missed payments. The Mr. Cooper agent we spoke to asked for a line item list of our bills and also asked for my paystubs. They said that I don't need to worry about anything, you don't even have to send paperwork in because we will run the numbers and this will all work out. In XXXX we tried to make our regular monthly payment through the automated system but it would not work. We had to press 0 for help and the agent that answered said no, sorry, you need to pay full past due balance because I had been denied for the assistance program. They did not tell me what programs I had been reviewed for or explain anything or disclose the income they used in the evaluation. They told me the only possible option was to reinstate the loan in full. I now owe about {$12000.00} included the late feels and legal fees and I got a intent to foreclosure notice on XX/XX/XXXX. The agents at Mr. Cooper told me I had nothing to worry about, that I could accept the forbearance plan and they would work with me to resolve this. They have not worked with me, they have misled me. My wife is now back working full time for the school district and I again have full time hours at XXXX. We have sufficient income to make our mortgage payment, the issue is that we don't have the full amount to reinstate and need help with that. We know that VA loans do have programs available to help people with this issue, but Mr. Cooper is denying access and starting foreclosure
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In reference to the following account below : XXXX XXXX XXXX Acct # XXXX NATIONSTAR/MR COOPER Acct # XXXX XXXX Acct # XXXX In accordance with section 602 an of the Fair Credit Reporting Act ( 15 USC 1681 ), " There is a need to ensure that consumer reporting agencies exercise their serious obligations with fairness, impartiality, and a respect for the consumer 's right to privacy. '' I am the consumer, and XXXX are consumer reporting companies. According to 15 USC 6801, " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers ' nonpublic personal information, '' I have the right to ensure that my private information isn't shared. A financial institution is one that " ( Furnisher information to credit agencies ) is by definition under that designation. According to section 2 of subsection ( a ) of section 604 of 15 USC 1681, " In general, anyConsumer reporting agencies may only provide a consumer report under the following conditions : in line with the consumer to whom it relates explicit instructions. ( Furnisher of information to credit agencies ) The financial institution and the consumer reporting companies XXXX do not have my consent to provide this information, and they most definitely do not have my written consent. Any and all consents, whether expressed orally, nonverbally, in writing, implicitly, or otherwise, to XXXX ( Furnisher of information to credit agencies ) are canceled. According to 15 USC 6802 ( b ) ( c ), " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party without first providing the consumer with instructions on how to exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never made me aware of my option to withhold information. Furthermore, according to 15 USC 1681C ( a ) ( 5 ), " No consumer reporting agency may make any consumer report that contains any of the following items of information, except as authorized under subsection ( b ) Any other adverse item of information, other than records of convictions of crimes that predate the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX do not follow reasonable practices. A consumer may exercise their right to opt out at any time, according to 12 CFR 1016.7. I choose not to use your reporting services and opt out of them.
Company Response:
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Loan has been serviced by Mr. Cooper since XX/XX/XXXX XXXX. They did not pay my Homeowners Insurance on time- which was due XXXX of XXXX. As of XX/XX/XXXX there was an {$81.00} balance. 2. When I contacted Mr. Cooper ( Loan Servicer ) on XX/XX/XXXX the automated system indicated that my mortgage payment was going to change by {$350.00} effective XX/XX/XXXX. I had not received any other notification regarding a change in my mortgage amount prior to this announcement. 3. When further researching I was advised that Mr. Cooper ( Loan Servicer ) paid my Flood Insurance in duplicate in two different amounts. I was engaged in a three way call between Mr. Cooper and XXXX XXXX. XXXX Provided Mr. Cooper with the reimbursement payment check number, the date the funds were cashed by Mr. Cooper, as well as the account number the funds were deposited into. 4. Mr. Cooper has not reimbursed the funds into my escrow account which is now XXXX because of their error. 5. Mr. Cooper advised that they lost the funds that they cashed and the funds. They are not aware to whom the funds were credited. 6. On XX/XX/XXXX I had to research what options are available to me, as Mr. Cooper advised me that they did not know what could be done. 7. I requested that a Missing Funds Case be created to research where the funds were so that my account could be credited with my money. 8. I was advised that nothing could not be done to halt the escalated payment amount beginning on XXXX XXXX until Mr. Cooper corrects their error of the mismanagement of my funds. 9. Since XXXX, I have had to contact Mr. Cooper over 10 times in reference to late payments for flood insurance, Home Owner 's Insurance and my taxes. 10. On XX/XX/XXXX, I contacted Mr. Cooper and requested an escalated call to a supervisor. She apologized but advised me that there was nothing that she could do to assist me. 11. I believe that Mr. Cooper ( Loan Servicer ) is engaging in predatory loan practices aimed at disadvantaged borrowers. 12. Mr. Cooper is mismanaging my funds. There is no acceptable reason for the funds returned to Mr. Cooper on my behalf not to be refunded into my account. 13. It's a predatory practice not to provide me the consumer with notification of an increase in my mortgage payment. This should not have been done through a notification on the phone system when I called in regarding the incorrect payment made to the homeowners insurance.
Company Response:
State: PA
Zip: 17104
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I started the loan assumption process in XXXX of 2023. I filled out all the paperwork that they required and mailed it. I followed up a couple weeks later because I had not heard anything. They told me that they had lost the paperwork. I then found out I could email the paperwork instead of mailing it so I did that XX/XX/XXXX. Neither I nor the assumer has gotten any communication from Mr Cooper. I have called every single week and all they say is that it is in the funding stage and they should be reaching out to the assumer. The assumer has not been contacted by Mr Cooper by mail or phone or email. I tried to get a manager to call my XXXX and they said the latest I would get a call back is XX/XX/2023. I have not received any callback on this. I have tried everything I can do but they wont give me any real updates and they wont give me a point of contact.
Company Response:
State: MN
Zip: 55075
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There was a problem with my escrow account beginning XXXX. I was charged twice for insurance. There were additional escrow problems at that time as well. I have spoken to this company many times, and all conversations have been recorded. Every time I get things straightened out, the system never picks up the changes that need to be implemented. XXXX XXXX one of their representatives recently requested that a manager call me, however they never called, but ; they did notify me that they are reporting me for a late payment that I do not owe.
Company Response:
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a loan through Mr. Cooper and went into a pandemic-related forbearance plan in XXXX of 2022 after my income lessened by 40 % due to sales slowing/not bouncing back due to XXXX. I was told numerous times by Mr. Cooper 's customer service team on calls that at the end of the forbearance, there will be options for repayment such as slightly increasing my monthly payment amount for a set duration, a deferral, or modification but was reassured that a lump sum would not be required. Even in the exiting a forbearance paperwork sent to me, they say there are options available and do not say a lump sum would be required. I have now been told that the only option for me is to pay at minimum 10 missed payments and that I can spread out 2 months ' worth of payments. This is completely contrary to what I was told repeatedly and not feasible. The customer service staff I spoke with said there are no other options available and that I should look into borrowing money, short selling, or providing a deed in lieu. I have been completely misled by their representatives.
Company Response:
State: CA
Zip: 95472
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Estimated Timeline about MrCooper issues MrCooper purchased mortgage from old lender XXXX between XXXX thru XX/XX/XXXX was told mortgage was still in limbo because of the purchase of one lender to another. XX/XX/XXXX was told they were going to begin the process for the forbearance plan pay back that XXXX started, and nothing was needed at that time. XX/XX/XXXX MrCooper told me that they were going to start a new process for the pay back cause current one was not the right one. Between XX/XX/XXXX to XX/XX/XXXX, I filled out the same paperwork on 4 different occasions. The first time was because my husband and I forgot to sign and date one paper and they wanted the whole packet redone, the second time MrCooper did not like how dates were written by the notary the sent, third time they said they lost the paperwork, and by the fourth time they said they were having us fill out the wrong paperwork and they stated they would send the right documents to fill out. During these times I was told not to pay anything until the paperwork was done I waited to receive the documents via mail and never did. I never received any emails and ended up calling and they did not send the paperwork via email till the end of XX/XX/XXXX I have been sending out the same documentation since XX/XX/XXXX up until XXXX. I have been told that the document I have sent in has been unable to be read but they were PDF files and the agents on the phone said it made no sense cause they have been able to read the files just fine, Ive been told that we need award letters for my 401K and my husbands TSP. I explained to them over the phone on several occasions over the months that the documents I sent show the amounts with the retirement plans, our names, and addresses. I explained to them the amount of {$16000.00} and some change was the combined amounts for my husband and I retirement plan thet we do not have access to and can not touch. MrCooper has escalated the same issue multiple times and every time gets denied and I still receive the same message from the phone calls that the images are too blurry or that the award letters Ive sent are not sufficient. We have received a letter date for XX/XX/XXXX, stating they will begin the foreclosure process XX/XX/XXXX if we do not pay {$31000.00} in a lump sum payment. After receiving the letter I called on the XXXX of XXXX and was told that I need to remove the {$16000.00} and change from the XXXX paperwork and resend the information I sent the email on the XXXX of XXXX to MrCooper with an explanation of the removal of the amount as advised by an escalation specialist. I called today XX/XX/XXXX to determine where we were at, and they said the underwriter had not gotten to the email yet. The representative on the phone asked if I could satisfy the above-mentioned amount. I told her No. All these paperworks Ive been filling out is supposed to be to help to setup and start a payment plan to pay it back the amount. At one point between XX/XX/XXXX and XX/XX/XXXX I called to inquire and the SCRA to which a Mr Cooper Representative said he will have to transfer me to that department ( MrCooper Military family team ) and also gave me the phone number ( XXXX ). I informed the representative of that department was going on and how the process has been taking a almost a year of both back and forth. That Representative told me, my husband and I do not qualify for SCRA. I questioned it and told that representative That doesnt make sense. My husband enlisted back in XXXX and we purchased the home in XXXX. All he said was sorry you dont qualify for the SCRA .
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: KS
Zip: 665XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A