Date Received: 2023-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had an escrow account with my mortgage company Mr Cooper, they were late paying my XXXX taxes with the county of XXXX tax collector as a result a late fee was charged in the amount of {$690.00} by the tax collector which Mr Cooper eventually paid. I have never been late on my mortgage payment. Now Mr Cooper is attempting to bill me for the late fee being imposed by the tax collector, a mistake that Mr. Cooper made. Mr Cooper initially placed blame on the delinquency on my previous Mortgage servicer ( XXXX ) XXXX XXXX XXXX but after XXXX did an audit, Mr. Cooper agreed the delinquency was cause by Mr. Cooper. This is an on going issue that has been going on since at least XX/XX/XXXXXXXX with no real resolution.
Company Response:
State: CA
Zip: 95624
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This started back in XXXX of XXXX XXXX XXXX, My payment was reversed because of what was told to me by the mortgage company that it was because of technical issues with their new payment system so I made. The payment again it was reversed again. And then finally it went through this happened again in XXXX. I called in XXXX checked and they said my payment was OK.I called in XXXX to make a payment and they said it was reversed again I made i The payment again then they had said that one of my payments was not processed and now I was behind, So after trying to figure out what was going on and why my payments were being reversed they said that their system was fine nothing was wrong and that it Was my fault due to some issues with accounts, So it's worked out a payment arrangement so that I would not be affecting my credit score. Nor would it affect the chance of losing my home. I noticed that it did get reported on my crebut after calling and trying to figure out what was going on again. They made it seem like it was my fault. ''Why didn't I ask if this would affect my credit report? '' This company has been nothing but problems for the last few months I have constantly called and tried to resolve the situation and they may Make it as if it is my fault yet. I don't get a clear insight as to what is going on. Why my payments were reversed why it is affecting my credit When I am on a payment arrangement so that it does not affect my credit This company has showed a complete lack Empathy And customer service.
Company Response:
State: CO
Zip: 81004
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a ROUGH outline, of which I can add more detail and specifications if needed/requested. XXXX I made contact to give information regarding approval of the program- I was informed and pressed the best option was to reject the funding and apply for a modification. I did not want to do that. I was informed that from the transfer, he could see that it was previously in forbearance awaiting funds, but because the funds were not received before transfer Rightpath was using a legal loophole in making the loan current and not honoring the forbearance state. Prior to getting off the call it was requested to put it back in forbearance until the funding timeline could be identified and I was to call the program back and have them make sure they had updated contact information for Rightpath as well as understanding how funding would be applied if there was a modification request. XXXX I called back and spoke to a woman who confirmed that the prior agent in fact DID NOT put the account back in forbearance status, but she was able to accomplish that while on the phone together. She confirmed it seemed like the account was coded to receive funding but because of the balance she was not sure how to proceed, and would need to get in contact with the HAP dept to get more guidance. XXXX XXXX Spoke with a HUD housing counselor that I have been approved for assistance now, twice, but there are issues surrounding the mortgage loan being transferred four times within this time period and information not matching what was initially on the application/original loan information. Delays happen from changing the mortgage company and needed to re-reach out. I explained the volume of calls to the assistance program and thay they have 7 times now put out a request to Rightpath since XXXX without any contact information back. I shared a conversation with the assistance program case worker who was taking a special interest in this file. I was explained by HUD that the CARES ACTs intention was that a mortgage company is not to require a mass lump sum total payment for missed payments during forbearance once it endsthere is suppose to be some type of payment plan worked out or preference to accept state/fed assistance funding when applicable. There is an encouragement for mortgage companies to participate with these programs. I called Rightpath to see if there was an update, there was not. Confirmed forbearance was still being applied. There was another request to get an understanding on how to connect the approved funds to my balancethis request was sent to the HAP dept. XXXX Two calls were made. There were no notes or information available to share about funding, the first the two calls said it did not appear there was any funding pending at all. This first call is what prompted the second call. XXXX There were a few concerning calls one morning with the loss and mitigation dept where I was told that I specifically needed to reject the program assistance and pay the balance in full or apply for a modificationthat somehow the assistance would be rejected even if I did not reject it. Essentially the only option involved paying the balance as a lump sum without assistance. This is when I made my first call to a HUD counselor where I took up their offer to be on phone with RightPath because information from the assistance program, prior HUD agents, and RightPath were not reconciling. We had a call with a rep, XXXX, where it was identified that the funding would need to be accepted, there would be a needed letter outlining COVID impact, and then the remainder would be a secondary loan balance at the end. However XXXX needed some information about what is to come first and how to initiate this- this request went to the XXXX dept. She was to call back within a weeks time and would also help identify what would need to be written in the letter. XXXX did not call back within a week. XXXX XXXX second HUD counselor phone call happened, less lengthy. It was confirmed with the loss and mitigation agent that I was expecting a call from the same agent who I made plans to use at the point of contact for her dept. It was also reconfirmed that a letter was needed. What to include was still not understood for Rightpath. Additionally, it was shared I was still eligible for the assistance with the remainder as a second loan on top of the main mortgage loan. XXXX phone calls following up and specifically asking for XXXX to return my call were made throughout the month. All of these calls resulted in XXXX return calls. I even double checked with the hud counselor who was on our call together to see if she may have accidentally called her back instead. This counselor confirmed there had not been a call back to her from Rightpath. XX/XX/XXXX, filed a complaint requesting clarification and call back by Friday. I have identified that had been the better part of 10 months to get this response for an action plan forward. No more tickets for a follow up that does not arrive. XXXX, no call came. XXXX a call to follow up on the complaintwas informed it can not be found. Advised to make and expand further on documentation trail of efforts Out of all my requests for a call back- I have received XXXX to date. Out of all the tickets to the HAP dept submitted from loss and mitigation, it seems they have also replied 0 times. I believe a few things at this point- their might not actually be a HAP dept, this company may be trying to push out the terms so I am officially not eligible for assistance, this company might be intentionally delaying processing for financial gain ( eg : ability to access legal or late fees in bad faith while applying pressure to pay forbeared amount in full only )
Company Response:
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Mr. Cooper servicer of my mortgage for XXXX XXXX to inform them I would be 2 weeks late due to an emergency. They acted very concerned and offered me a forbearance which had to be for 3 months minimum and assured me there would be no fees, no penalties, negative credit reporting and I would have the choice to either pay the full amount in forbearance at the completion of the period, pay monthly amounts to bring the account current or add the due balance to the end of the mortgage period which would be extended depending on the total. I accepted. Within 2 days they reported the mortgage delinquent and I received bi monthly fees for inspection of the property, despite the promises made and agreements with the government. When I researched the internet I found this is the standard abuse for which they have been sued and were penalized and there is a class action law suit in Maryland. When I called to close the forbearance and assume regular mortgage payments I was told I had to either pay in full or surrender the title, they would sell the house at below price to expedite closing and they would demand the balance from the V.A. I refused and reminded them of the promises which they deny were made. However, I recorded all 4 phone calls and they clearly demonstrate beyond doubt they made the promises without conditions. They asked me to send an application and 2 documents to apply for relief which I did. They then asked for clarification but then discovered they were going forward with Foreclosure while pretending to be reviewing a solution which violates the court order intered by the company with the federal and state government promising not to foreclose while pretending to be reviewing a solution. I told the agents by phone and in writing about the court agreement obligating them to act in good faith but they just ignored it and said there is no prohibition. I have repeatedly requested they comply with the promises made and recorded but they ignore and say they never make such promises, just general comments. However, a lawyer, a retired judge and a retired prosecutor who listened to the 4 recordings say there is nothing ambiguous and the statements are clear and unequivocal. They also noticed the agent starting recording when she read the statements telling me they were offering me the forbearance, that I would get a letter in the mail. I recorded from the first hello to the last goodby because they advise callers the call will be recorded which gives me the legal right to do the same. I wonder the intention behind recording what is good for them and not what they promise customers. The number of demands, legal action and complaints make me wonder how such company can still be in business. I will also contact the Attorney General of Florida since they are part of the lawsuit which produced the consent agreement. I am also looking for lawyers to help pro bono and file a class action since I understand there are other homeowners in the same situation,
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33844
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1. During the COVID-19 pandemic, I experienced several medical and financial setbacks that left me in a hardship. I am a 100 % XXXX retired military veteran. I am a single father of XXXX children, including XXXX college students, which all reside with me. a. XXXX XXXX XXXX ( XX/XX/XXXX ) 30 days convalescence leave b. Removal of XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) 30 days convalescence leave cXXXX XXXX XXXX XXXXXXXX ( XX/XX/XXXX ) 30 days convalescence leave d. XXXX XXXX repair ( XX/XX/XXXX ) 21 days convalescence leave 2. These multiple medical issues/procedures caused me to take multiple absences from work for XXXX XXXX XXXX XXXX XXXX etc., which depleted my accrued sick/annual leave for recovery and XXXX XXXX. This is reason that I chose forbearance as an option for my family. I have been attempting to come out of forbearance with Mr. Cooper since XX/XX/XXXX, right before my loan was sold to them from XXXX. 3. I contacted Mr. Cooper again on XXXX XX/XX/XXXX ( approximately the 8 such calls ) today to inquire about why the Housing Assistance Fund ( HAF ) Partial Reimbursement form has not been completed in regards to using it in conjunction with Loss Mitigation to come out of COVID-19 forbearance. This form was submitted to the lender, Mr. Cooper on XXXX XX/XX/XXXX, which was around the time that the Loss Mitigation was being worked/submitted. I frequently informed Mr. Cooper that it was my intent to Use HAF funds during the Loss Mitigation and that the form was needed for that purpose. The HAF form is needed for me to potentially receive HAF assistance to bring my loan current. I have spoken with several different representatives that have all relayed the same message : They would send an email to the Mr. Cooper HAF department, to keep checking back, and that upon completion the form would be sent to myself and the HAF coordinator. I, as well as my HUD Counselor ( XXXX XXXX XXXX ), have made multiple calls to Mr. Cooper with XXXX success. I have not had any communication at all with the HAF department at Mr. Cooper. 4. I also again informed them that this form is what is needed to continue my request for HAF assistance. This obviously impacts what the conditions of what my Loss Mitigation would be. Currently no HAF information has been included in my current Loss Mitigation. It is my intent, with the assistance of the HAF, to bring the account as close to current as possible ( request a loss mitigation strategy for the smaller amount ). 5. I am not sure what my next recourse should be. I feel very discouraged at this point and all I need is for Mr. Cooper to send the requested Housing Assistance Fund ( HAF ) Partial Reimbursement form so that I may receive HAF funding assistance to bring my account current. Is it possible to elevate my issue up higher? Is there a complaint process for Mr. Cooper that I can utilize to get further assistance from Mr. Cooper to complete the documentation ( HAF Form ) that I need to process my LM correctly? The only answer that I and my HUD Counselor have ever received is that it was received on XXXX XX/XX/XXXX and nothing else. The lack of having HAF assistance included in my Loss Mitigation has/will directly impact the continuous efforts to get this my situation resolved. Any other guidance that you can provide would be greatly appreciated. 6. I would like to resume my course of action with the Georgia Mortgage Assistance, but I need the Partial HAF Reinstatement Information Form ( sent to Mr. Cooper on XXXX XX/XX/XXXX for signatures ; must be emailed to XXXX, XXXX XXXX XXXX ( HAF ) ( XXXX ) and myself at XXXX ) to do so. 7. Any assistance that you could provide would be greatly appreciated. XXXX or XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applies for modification end of XX/XX/2023 after not able to make mortgage payment on time in XX/XX/2023. Over the last 6 weeks Mr.Cooper aka RightPath Loan Servicing has asked for same documentation 3 times. I attach a document and then next time XXXX call.to check up the underwriter can not find it or wants another copy. Nothing has changed but they ask again for same document for loan modification.
Company Response:
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good Day, I am writing this letter as I was recently approved for a trial loan modification plan with Mr. Cooper but was subsequently rejected without proper notice. I was impacted by the XXXX pandemic and lost my job as of XXXX. I was receiving unemployment so I was still able to make my mortgage payment up until about XXXX of XXXX. My lender offered me a XXXX relief forbearance which would last 3 months and I accepted. They advised that mitigation /workout options would be available to me once that period ended and/or that I could request an additional 3 months. The period ended but I had received new employment with the XXXX XXXX and my husband and I are more than able to make or monthly mortgage payment at this time. However, I was also playing catch up with my other financial obligations. Therefore, I requested an additional 3 months of the XXXX pandemic plan that my lender was offering. When that plan ended, I called Mr. Cooper on XX/XX/XXXX to discuss my workout options. I could not afford the reinstatement request at the time, so I requested a modification over the phone. The rep advised that she would mail the application, but it was never received. I went back into my account and the application was there to fill out on XX/XX/XXXX. I completed those forms and sent them in immediately. On XX/XX/XXXX, we received an internal mod letter dated XX/XX/XXXX stating Because no additional documentation is required from you for us to conduct our review, your application is complete as of the date you requested post-pandemic relief, XXXX Uploaded to our portal on the same date ( XX/XX/XXXX ) was an internal mod missing docs letter, dated XXXX This letter mentioned that everything was received on XXXX but they needed 30 days consecutive paystubs for my husband ( co-borrower ). I called in and was informed that they need clarification on the frequency of his paychecks, being that he worked for a school district. That representative told me to email XXXX, the following message, Borrower 1 gets paid on the first and the XXXX of the month. He works for the school district but gets paid 12 months throughout the year. I sent that back same day and called back as a follow up on XX/XX/XXXX. That rep advised that she did not receive anything and for me to resend that information. Opposed to the previous rep asking me to sent the quoted statement in the body of the email, this rep told me to send it in a PDF. I attached that PDF stating the same XXXX. I then received another Internal Mod Missing Docs letter on XX/XX/XXXX. I called them on XX/XX/XXXX to follow up and they confirmed receipt of the second email I sent. On XXXX, I received another Internal Mod Letter stating, Because no additional documentation is required from you for us to conduct our review, your application is complete as of the date you requested post-pandemic relief, XXXX That same day, I received another Internal Mod Letter stating, your application was deemed to be on XXXX On XXXX I received the Modification FHA Trial Agreement. Stating that I needed to call in by XXXX to accept the trial payment and send the first payment of {$1200.00} sometime in the month of XX/XX/XXXX. The next {$1200.00} would be due in XXXX and XXXX of XXXX. I called in that same day XXXX to ask questions regarding the terms of the modification and decided to proceed. I received the same exact Trial Agreement on XXXX I called back in on XX/XX/XXXX just to confirm that they received my verbal agreement that I was accepting the plan. On XX/XX/XXXX, I missed a call from Mr. Cooper because I was working but I called them back only to be advised that the trial agreement that I had consented to, was null and void. The advised me that the entire process had been rejected. I had to disconnect the call to attend to work, but I called back in about 20 minutes to verify where I stood with my mortgage. The new rep confirmed that it had been rejected, as the last rep stated due to the Affordability Questionnaire not being completed in the trial review I was approved for. When I asked, why this was missed, she advised that the document is something new that rolled out a couple weeks ago. 2 weeks from today would be XXXX My trial plan was sent on XXXX I was transferred to a supervisor to discuss the situation and she confirmed that this was a new requirement and that they could have done a better job in advising us of this before sending out a trial doc and/or could have called us prior to advise. At this stage, they are trying to review me again for another hardship review ( could take 30+ days ) and I could possibly be denied. Not to mention, the first rep I spoke to today XX/XX/XXXX, said that Im 8 months behind so I dont qualify for a reinstatement or payment plan. So now, I dont really have much recourse to help bring my loan current and make my contractual payment going forward. If they deny me for this new review of a modification and deny me, I have no other mitigation options other than deed- in lieu or short sale, as explained to me today and I don't want to lose my primary residence. My husband and XXXX kids love this home.
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NM. XXXX Wednesday, XX/XX/XXXX Via CFPB and certified mail to address below Narionstar, aka Mr.Cooper Debt collector Notice Of Error/Request For Information, Including notices of error, complaints, requests for information, or other qualified written requests Attn : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX XXXX : Account number for debt XXXX Dear Mr Cooper and XXXX XXXX ( debt collector attorney ), My name is XXXX XXXX XXXX and I am responding to your contact about collecting a debt. You contacted me by email on and unidentified the debt as belonging to a third party and that is 100 payments ( 8 years ) behind as the date of dischargeor that there is a second loan dated XXXX. I do not have any responsibility for the debt youre trying to collect. I owned the property in XXXX and the current owner is XXXX XXXX, a XXXX XXXX. She did not authorize or sought a second mortgage or line of credit loan in XXXX from Mr Cooper on the property she owns since XXXX. Any loans should check title. If you have good reason to believe that I am responsible for this debt, mail me the documents that make you believe that. Stop all intimidation efforts to obligate me on debts of a third party, and record that I dispute having any obligation for this debt. If you stop your collection of this debt, and forward or sell it to another company, please indicate to them that it is disputed. If you report it to a credit bureau ( or have already done so ), also report that the debt is disputed. Any attempts to collect from my social security funds, XXXX funds or real estate property on an uncollectible stale or wrongful debt would be against FDCPA. Stop all communication of your client and/or you with my employers, family members for collection of this debt. Any damages suffered to my job are a direct effect of your collection efforts against FDCPA. Thank you for your cooperation. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NM XXXX XXXX
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello! I had a homeowner 's insurance expiry on XX/XX/2023. Prior to this date I had found a less expensive provider. I instructed my insurance agent to submit, in writing, notice to the loan servicer that we would be changing companies. I also forwarded this notice to the loan servicer as well as having verbal phone contact with them to notify them of this change prior to XX/XX/XXXX. The payment was made by the servicer to the new insurer. The servicer, without explanation, also conducted a second duplicate payment to the previous insurer without authorization. I submitted a complaint to them regarding this the week after XX/XX/XXXX. I received a letter from the servicer in XXXX stating that they would be conducting an investigation of what had occurred. On XX/XX/XXXX I called the servicer again to request explanation and a conclusion of the investigation. I asked that they provide, at minimum, an expected deadline and conclusion to their investigation. I have not heard from them since the XXXX letter in regards to this complaint.
Company Response:
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Initial VA mortgage loan via XXXX and it's mortgage provider, Nation Star, XX/XX/XXXX. O/A spring XXXX, Nation Star servicing was transferred to " Mr. Cooper '' XXXX ( Same address, XXXXXXXX XXXX XXXX ). Last month, received a letter ( dtd XXXX XXXX XXXX ) that my loan servicing would be sent to another subsidiary, XXXX. ( Again, same address, XXXXXXXX XXXX XXXXXXXX ). The letter stated " if you are on Autopay, there is nothing you need to do '', which I am. I went to check the status of my payment today, and discovered I was no longer able to see that information via the Mr Cooper app. I called to complain that the letter specified there was nothing I need to do if on Autopay, only to find out I still must jump through hoops as the customer ( by establishing a XXXX account ) to now view current and future payment processing. I then went to XXXX to file a complaint against the company ( XXXX ) only to find that they are not XXXX affiliates. While on the XXXX website, I found a judgement against NationStar, signed by the judge on XXXX XX/XX/XXXX. My complaint centers on three aspects : 1 ) as a former NationStar customer, how do I receive my portion of the XXXX XXXX adjudication against them? 2 ) why are these mortgage companies allowed to make it more difficult for the customer by creating their shell company subsidiaries? 3 ) Nation Star, Mr. Cooper, and XXXX are, in reality, the same corporation and their business practices impair the customer, and that is not good business! Because my mortgage is a VA mortgage, it seems they are taking advantage of the veteran. Your federal agency is the only way to stop this as they are a nation -wide company and states have no purview.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A