Date Received: 2023-05-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my home XX/XX/XXXX. The closing attorney sent the funds to XXXX XXXX who our mortgage was with. During the days of closing on our refinance with XXXX XXXX and the attorney sending the funds, XXXX sold our mortgage off to Mr Cooper. The closing attorney sent funds to XXXX who in return wired the money to Mr Cooper. The day I asked for a wire tracking number, XXXX was able to provide me one. XXXX wired the funds to Mr Cooper on XX/XX/XXXX. XXXX forwarded me this email Payoff Statement Quote : XXXX by XX/XX/XXXX Per diem XXXX Wire Received XXXX on XXXX at XXXX Difference : XXXX / XXXX = 4 days less than the quote. Good through XXXX minus 4 days allows for XX/XX/XXXX as a posting date. Mr. Cooper claims the funds were short and sent the money back on XX/XX/XXXX. I haver called Mr Cooper multiple times asking for a wire tracking number. Mr Cooper told me they wired the funds to the closing attorney, I called the attorney and they confirmed they have not received them. I had someone call and ask where the funds were sent and to check if they were sent to me or XXXX. I have not received the funds and neither has XXXX. Every time I call Mr Cooper and ask for a wire tracking number no one can provide me one and tell me someone from accounting will call me back and they never do. I call weekly ( 1-2 times per week ) and ask for a wire tracking number because no one can tell me where $ XXXX was sent. Now because the loan is considered in bad standing we have received letters from an attorney saying our home will be a foreclosure sale soon. Mr Cooper claims they have wired money and can not provide a wire tracking number, nor can their employees tell me where the money was sent. They asked me if I knew where it was or told me it was sent to places and it hasn't been sent. So either they haven't sent the money like they claim they have or they have wired $ XXXX to someone and they have no clue of who they sent it to. I don't understand how in todays age of technology no one at this company can tell me where this money was sent or provide me with a tracking number and I am continuing to get threatened with a foreclosure.
Company Response:
State: GA
Zip: 30115
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: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My mortgage was transferred from XXXX XXXX XXXX XXXX to Mr. Cooper/Nationstar on XX/XX/XXXX. When I was notified of this transfer, I immediately applied for auto pay with Mr. Cooper to make absolutely sure my mortgage was covered for XX/XX/XXXX. Unbeknownst to me, Mr. Cooper did not process my payment through the auto pay system so it showed that I did not pay for XX/XX/XXXX mortgage payment. The auto pay system went into effect on XX/XX/XXXX, so the late payment kept spilling over for the next 6 months. Mr. Cooper/Nationstar then reported to the credit bureaus that I failed to pay 4 payments and that lowered my credit score over XXXX points from around XXXX to XXXX. All of this was while I had more than sufficient funds to pay the loan off in full in my bank account. I did not realize the hit until I tried to apply for a new mortgage and my credit was lower than usual. My history of paying mortgages was flawless up until the events of XXXX XXXX XX/XX/XXXX. This event has hurt my credit very badly and I feel this error is not my fault as I believed the autopay covered that payment on XX/XX/XXXX. I had zero idea they did not process that XX/XX/XXXX payment until they let me know in the fall of XXXX. Afterwards, I payed an extra payment in XXXX to cover everything. I requested an investigation to their research department and it came back as no errors on their part and they refused to fix this with the credit bureau. I desperately need the CFPB 's help on this matter as Mr. Cooper is failing to cooperate and fix the issue.
Company Response:
State: DE
Zip: 19958
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
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 been a costumer of Mr. Cooper a mortgage company for about XXXX years now. I did not receive a notification about how mr. Cooper was gon na raise my mortgage due to escrow. And since I dont pay online due to the unreasonable chargers of paying with a card I like I have for the past XXXX years mailed in a check of the amount that I have been paying for the last couple years. After I was made aware of the fact that mr. Cooper since has raised my mortgage payment. I sent the additional money instantly to the mortgage company. So I did not miss a payment. But I was short on XXXX of my payments. And as soon I heard about it I sent them the difference. Not thinking nothing of it and thinking it was handled. Mr cooper then proceeded to report to the credit bureau that I missed a payment while my difference of payment was in motion to them. And that report knocked down my credit XXXX total points and now put me in a predicament to be homeless because now I can not qualify for the house that I am in the process of buying. Due to the fact I have already invested XXXX money into the house I was planning on buying I need this corrected as soon as possible. Please help me out because I have been trying repeatedly through emails and phone calls to get in contact with someone at mr. Coopers credit team and I havent had any luck. This process of trying to contact them has been a XXXX week period and still have yet to have any information about being helped out.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 80249
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was originated with XXXX XXXX and in XXXX of XXXX the loan was moved to be serviced by Mr. Cooper. I am a diligent payer of my mortgage and usually pay over the amount due to pay down principal and discovered I was dunned a late fee in XX/XX/XXXX. I noticed it and reached out to customer service and they refunded the payment ( albeit after a bit of a struggle as I had " paid '' the late fee ). I continued to pay my mortgage and excess principal monthly and discovered in XXXX of XXXX that I was again charged a late fee and when I looked back I had been charged late fees for every month in XXXX. It turns out that on the statement the verbiage stating when the payment is due instead of saying that the payment is " due by '' it states " If payment is received on or after *** a $ *** late fee will be charged ''. I assumed that if the payment was received by the " due date '' it wouldn't be subject to a late fee but I didn't realize that the payment was actually due the day prior than what was on the statement. I've now called them three times and they refuse to refund the late payments stating that I already paid them ( since i pay over the amount due every month ). There is no reason why i would be intentionally paying my mortgage one day late and paying a late fee. I think they intentionally put this date in place in order to garner late fees. I would look into the number of late payments they have received and charged to their clients that are only one day late as I may not be the only person who doesn't read this fine print.
Company Response:
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was holder of a foreclosed junior lien on a home. The senior lien held by Mr. Cooper ( aka Nationstar ) was in the foreclosure process with a redemption date of XXXX XXXX, 2023. When the previous homeowners did not redeem from me for my lien I contacted Mr. Cooper XX/XX/2023 to work on financing the home through them. I talked with XXXX XXXX and I made it clear of the redemption date. I was then transferred to the refinance department where I was working through the refinance with XXXX XXXX and his supervisor XXXX XXXX. I continued to bring up the redemption date as Mr. Coopers underwriter continued to stall the refinance with demands that I complete work on the home. XXXX XXXX informed me over the phone and in email that the home was not in foreclosure and all I needed was to complete the refinance. Needless to say on XX/XX/2023 I received a letter that I missed the redemption date and I lost all rights to the home. I called XXXX XXXX and XXXX XXXX and was told that it was my fault for missing the redemption date and because I no longer had rights to the home they were canceling my refinance.
Company Response:
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I decided to pay the taxes ourselves on the home, which is when the trouble began. My wife and I then decided to have Mr. Cooper pay the taxes and insurance. On XX/XX/2023, I received the following documents to have them pay the taxes and insurance. My wife and I filled out the documents and returned the documents to Mr. Cooper. In addition, I was instructed to send a XXXX dollar check to Mr. Cooper, which I did on XX/XX/2023, and indicated on the check that this would be applied to the escrow account only. Today is XX/XX/2023 ; I called Mr. Cooper and was told that my Escrow was open and closed simultaneously. How can my escrow account be opened and closed at the same time? I put on check in the memo section for Escrow shortage only. Unfortunately, Mr. Cooper failed to apply the money to my Escrow account. An attempt was made to move the XXXX dollars to Escrow, but because the account was open and closed, the money could not be moved. Mr. Cooper refused to answer whether they would pay my taxes on my home, having assured me on or about XX/XX/XXXX that they would indeed pay all of my taxes on my home. I can not afford to pay this month 's taxes as I gave the money I would use to pay the tax bill to Mr. Cooper. My wife and I have lived in the current home for the last 17 years and have never missed a single payment. However, we are now in fear of losing our home for failure to pay taxes brought on by Mr. Cooper and need immediate relief.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper, my mortgage servicer, maintains an escrow account I pay into, and Mr. Cooper is responsible for paying from that escrow account to pay all my property taxes for my home at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX DC, XXXX. On XX/XX/XXXX, I received a Notice of Tax Delinquency from DC XXXXs Office of Tax and Revenue stating that Mr. Cooper has failed to pay my XXXX and XXXX property taxes. If the property tax payments are not received by XX/XX/XXXX, they will force a sale on my home to recoup the property taxes owed. I alerted Mr. Cooper of their failure to pay the property taxes on XX/XX/XXXX. They told me that I would be provided an update on their resolution of the issue by XX/XX/XXXX. On XX/XX/XXXX, they called me and informed me that they had made no progress in resolving this issue, but that I could expect an update from them by XX/XX/XXXX. On XX/XX/XXXX, all I received from Mr. Cooper was a letter telling me that the issue was being researched by the tax department -- but provided zero timeline about when this will be resolved by, and zero recognition that the tax bill remains outstanding. At this point, it has been a full week they have been aware of taxes that they failed to pay for months -- and they have made no assurances of whether or when they will resolve the issue before DC 's tax authority forces a sale on my home. My current property tax balance owed to the DC tax authority is {$7300.00} -- that is what Mr. Cooper needs to pay for. They claim they paid the tax bills for XXXX and XXXX in XXXX, but the DC tax authority has no record of receiving any such payment. After speaking with Mr. Cooper by phone today again and receiving no meaningful help, I have let them know that I plan on submitting a complaint to the Consumer Financial Protection Bureau.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I WISH TO EXERCISE MY RIGHT TO LOAN CANCELLATION WHEN FRAUD IS FOUND 1 ) XXXX XXXX and XXXX XXXX issued a fraudulent, Federally backed, FHA loan. All of the loan statements, loan estimates and HUD statements were misleading. LENDER REQUIRED expenses were omitted to create the illusion of a lower house payment. NONE of the paperwork submitted to the Federal Government is legal, valid, or enforceable as a collectable loan note ( See Exhibit A ). This was not an accidental omission. LENDER REQUIRED ITEMS WERE LEFT OFF THE HUD. They are on their pre-closing checklist. No excuses. We have proven criminal intent by XXXX XXXX, XXXX XXXX, XXXX XXXX and Nationstar. How do we know? They never tried to correct the error as required by law and, instead, they used wire fraud to state they were correcting the problem while secretly attempting to foreclose on a widow. ( See Exhibit C ) 2 ) XXXXXXXX and XXXX XXXX never disputed the fact that these errors occurred ( See Exhibit B ). I believe these companies would have followed the law and refunded their portion if allowed to. They had no control over the loan according to conversations. XXXXXXXX XXXX and Nationstar also admit the loan fraud occurred, in writing, on their own letterhead ( See Exhibit C ). They admit that none of the paperwork submitted to the Federal Government is legal, valid, enforceable or collectable. Their excuses and claims that any of this was ever legal in laughable. In addition, they admit a {$900.00} a month loan went to {$1400.00} after the first year before settling in at an amount higher than my previous loan payment. I was ripped off. Period. 3 ) Nationstar DBA Mr Cooper admitted to another fraudulent act on this loan in XXXX in the Contreras V Nationstar Mortgage LLC case. ( SEE EXHIBIT D ) 4 ) Nationstar DBA Mr Cooper committed loan fraud again in XXXX. They are failing to properly credit early payments and their escrow department engaged in escrow fraud. In a bizarre attempt at accounting I received a refund check from the escrow account for having too much money while simultaneously receiving a payment increase from the same office. Accounting requires one or the other. An overpayment check means the payment should have gone lower. It went higher.
Company Response:
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2023-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I purchased our first Florida home after moving to XXXX XXXX in XXXX of XXXX. We originally used XXXX XXXX XXXX XXXX XXXX XXXX as our mortgage lender. We qualified for a fixed rate conventional mortgage with a principal balance of {$260000.00} at an interest rate of 3.5 %. The total fixed rate payment was {$1400.00} per month. This included {$1100.00} in principal and interest, {$100.00} in estimated taxes, and {$110.00} in hazard insurance. As soon as we closed our loan was sold to Mr. Cooper. Our first payment to them was in XXXX of XXXX. The payment amount and due date remained the same during the initial transition. In XXXX of XXXX we were informed that we had an escrow shortage and that our payment would be increasing. It increased effective XX/XX/XXXX ( date of first payment at this amount ) to a whopping {$1900.00} ( a XXXX XXXX increase ). I have NEVER known a fixed rate mortgage to increase by such an astronomical number. As a result of this absurd increase our funds have run low. We were barely able to pay the payment that we agreed upon when we purchased the residence, never mind their increase. We feel like this is a direct violation of RESPA and very unprofessional as most people in today 's society can not handle such an increase without extreme financial hardship. That is what my wife and I are facing now. We really need your assistance with this matter at your earliest convenience.
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: See Attached document. Payment was tendered, not returned, not credited to account and breach of private contract. Private trust property is being foreclosed on, I am the beneficiary of a decedent estate and there is an on going probate case.
Company Response:
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A