Date Received: 2023-05-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Inquiry - XXXX Dear XXXX, I have received the letter that the Ombudsman 's Office should have received from Champion Mortgage. I am forwarding this letter to you and asking for your help because I feel that I am the victim of a serious tvery. The enclosed letter contains disinformation. I quote verbatim from the letter from Champion Mortgage : " Your reply will be sent no later than XXXX XX/XX/2023 ''. To date I have not received a reply from Champion Mortgage!!! It is totally incomprehensible to me what happened to the {$77000.00} reverse mortgage? Where is this amount that no one has ever used. The {$77000.00} reverse mortgage was transferred to Champion Mortgage. I only claim {$77000.00} + interest and damages as I am the daughter and heir of XXXX XXXX. My mother 's money was wrongfully taken by Champion Mortgage. Today I tried to report the new error to the Ombudsman 's office, but your system did not allow me to do so today. On my registered page, the Ombudsman 's office considered my case closed. Am I being ignored or am I persona non grata because I have Hungarian citizenship? I find it outrageous that neither my mother ( who became incapacitated due to illness and died in a XXXX home ) nor anyone else took out the reverse mortgage of {$77000.00}. Why was the {$77000.00} reverse mortgage loan transferred to and ( by whom ) Champion Mortgage? Please help me! Thank you. Best regards, XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Cooper prevoiusly known as Nationstar has erroneously sent forclosure documentation to my property during the modication process of my loan in which payment can not be made. I was accepted to do a forbearance for one year after my active duty orders were cancelled due to covid. I still paid as much of the mortgage per month. I then submitted for a modification to put the owed balance into new monthly payments. This process began in XX/XX/XXXX. During the modification process, I have uploaded more than 50 documents per their request including bank statements, LES, GI XX/XX/XXXX, renters payments, lease agreements. I have been through underwriting six times but fail to complete due to expired documents. They fail to review the documents in time so they expire in which I reupload. They then asked for the last 30 days pay stubs which an LES is ONLY RELEASED ONE TIME A MONTH if you are in the XXXX XXXX as a XXXX. I have uploaded each pay stub and bank account statement since XXXX of XXXX. They then state they need the most recent which does not post in the time they review the documents which then expires by the time they review the document. I have received two erroneously attempted forclosure notices during the modication process. I have spoken to 15 representatives, including a senior manager who had worked on this for six months with no resolution. I have never defaulted in providing any documentation or written notices. I am a XXXX XXXX XXXX at a school of XXXXe in which I do not work. I am in the XXXX XXXX. They want to see income but I do NOT have taxable income outside of my drill pay as I am on XXXX and using XXXX XXXX. I can not pay during modification because the account is closed during the application process ; thus, them stating I am default. I have spend XXXX man hours on the phone, uploading documents, uploading tax information so I can pay my mortgage. I just want to PAY the mortgage. I have attempted to call, submitt written complaint and pay all of which has been denied. They state I have to pay the full balance but that is the reason we are in modication, so that they balance is split into new monthly payments. I wouldn't have submitted for modification if their staff couldn't complete the process. I have been in application and underwriting for six months which is affecting my credit. I believe this in an attempt to taken a XXXX XXXXXXXX loan property from a XXXX veteran that sits in a prime location in North Carolina. I only want to pay my mortgage but I can not as the account isn't open for partial payment during modification. I finally received a notice that I should speak to an attorney if I am represented by one at the exact time receiving documents that I have completed the documentation process for modification. How is it possible to receive a notice for debt while refinancing in modification while being protecting during the process, while the documents have expired, while stating I am complete?
Company Response:
State: NC
Zip: 271XX
Submitted Via: Web
Date Sent: 2023-05-02
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: To Whom It May Concern, I have been trying for years to remove PMI from my home loan. I have also been trying to get someone from Mr. Cooper to explain to me why they have charged me for numerous property inspections over the years. Recently, I asked the Office of the Colorado Attorney General for assistance with this matter. They were unsuccessful and not able to acquire the requested information from Mr. Cooper. The Office of the Colorado Attorney General suggested that I reach out to you as a way to possibly obtain this information. In XXXX of XXXX, I was informed by Mr. Cooper that in order to have PMI removed from my home loan, my house would need to evaluate for {$230000.00}. Per their request, I obtained a broker price opinion showing that my home had a value of {$460000.00} - well above their requirement. Further, every time that I log into my account on the XXXX website, I am greeted with information explaining how much my house is worth, as well as, the amount of equity I have in my home. The figure that Mr. Cooper provides on their website is very similar to the estimate that was calculated on the broker price opinion that I provided to them. Further, companies such as XXXX, XXXX, etc. also estimated the value on my home to be about the same as shown on the broker price opinion that I provided. In any event, Mr. Cooper refuses to remove PMI from my loan. I am requesting that the CFPB ask Mr. Cooper : 1 ) What they believe the market value of my house is currently, as well as, what it was in XXXX of XXXX. According to their website, my house has a value of {$450000.00} as of XX/XX/XXXX ( Attachment 1 ). Does Mr. Cooper believe that the information that they provide on their website is not correct? Mr. Cooper boasts on their website - mrcooper.com : More Intelligent Homeownership When it comes to owning your home, we believe the more you know, the less you have to worry about. Thats why every Mr. Cooper home loan comes with : Detailed intel on your home value and equity. ( Attachment 2 ) I, along with the Office of the Colorado Attorney General, have asked Mr. Cooper to explain what they believe the value of my house is. They refuse to provide this information, even though they clearly state on their website, every Mr. Cooper home loan comes with : Detailed intel on your home value and equity. Please ask Mr. Cooper to provide me with an estimate of the current market value of my home, as well as, their valuation of my house in XXXX of XXXX. 2 ) Please ask Mr. Cooper to provide information about the numerous property inspection fees that they have charged me for ( Attachment 3 ). I, along with the Office of the Colorado Attorney General, have provided billing statements showing the property inspection fees, however, Mr. Cooper has refused to explain these charges. Thank you for your help and I look forward to hearing from you soon. If you want a copy of the broker price opinion, billing statements, correspondence letters, etc. please let me know. Again, for clarity, please ask Mr. Cooper to provide : An estimate of the current market value of my house. An estimate of their valuation of my home in XXXX of XXXX. A detailed explanation of the property inspection fees that they have charged me for. Best Regards
Company Response:
State: CO
Zip: 80237
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: During late XXXX knee COVID related business reduction hit me pretty hard in my small XXXX XXXX. Along with additionally the XXXX as an electric company has mandated outages took a pig financial stress on my XXXX XXXX Additionally my wife of 13 years left XXXX has caused significant damage through excessive litigation that has caused me well over {$100000.00}. in late XXXX he was attempting to bring it out a forbearance which was the advice of my first family law attorney. But at the time I started forbearance it was sold from XXXX XXXX XXXX to Mr. Cooper. I've has significant problems with Mr. Cooper from the beginning. I felt again for forbearance in XXXXXXXX XXXX XXXXXXXX. They have stalled for 9 months and I blame all along their intent is to force foreclosure because of the significant estimated equity in the home which has well over {$300000.00}. Even though I am not in foreclosure they have rejected payments and sent them back to me. I have attempted a loan modification during this whole time. And initially they accepted the modification and were sending the documents to sign. Every month from XX/XX/XXXX through XX/XX/XXXX, they kept publishing a letter re-stating I would have the documents to sign to execute the modification.. Then the loan officer lost all the trust and deed documents they additionally required. Then they changed and required me to take the home out of the trust that I had the home, even on XXXX told me it was fine and I had all the documents showing that I had all documentation to make all the legal decisions related to selling or refinancing the home... I spent the last 5 months submitting all the documents they required and then always them rejecting a document but never telling me why. These including mighty pay stubs now when a log on today I find again for the second time that the loan modification process is nowhere to be seen.
Company Response:
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had this mortgage for in excess of 10 years. I have never missed a payment. My payments are scheduled to come directly from my checking account one or two days BEFORE the first of the month in which it is due. I have been harassed by collection calls to my place of employment. I believe that this practice is illegal. I have tried to reach someone in the company who is not just a collector to no avail. I have requested documentation or statement of how they think I am delinquent. All of these requests have been ignored. I am attaching a letter from my bank showing payments made from XX/XX/XXXX through XX/XX/XXXX. I could also provide statements for payments made from XXXX through XXXX of this year. I would like to add that after the first few collection calls, I was convinced that this was a scam. I couldn't reach anyone in a responsible position and they only tried to contact me via my work phone.
Company Response:
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My issue is with Mr. Cooper, and I am hoping this complaint reaches management and they are able to help. My issue is I have been trying to get a loan modification for 2 years now and they keep refusing to give me the modification which is causing me to owe more and more money, and this could have been easily resolved. On their website they have a link that says the federal government has a program that can help you with behind payments and I have applied for that program in my state witch is Florida, I have a HUD counselor that is working with Florida program and they have stated they would pay up to {$50000.00} towards my mortgage witch would help erase some of my debt and put me ahead in payments so I don't fall behind again. But in order for them to pay the money Mr. Cooper has to grant me a loan modification and push what I owe to the back of my loan, and they will make the payment, they have stated they will not make the payment while I am in default as it would be a waste of funds if they proceed with the foreclosure. I am asking management to please review my case and grant me one more loan modification, so that way the program can pay the {$50000.00} towards my mortgage and I can keep my home, if there is a program willing to help my mortgage, why would you guys not accept the loan modification as this helps both parties, because I get to keep my home and you guys still get paid. Please help me.
Company Response:
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Mr. Cooper, my loan servicer on my mortgage loan, regarding dropping my mortgage insurance the week of XX/XX/XXXX. I was told by their representative ( they record their conversations ) that if I waited until I hit the two year mark then I would not need to disclose all the substantial improvements we have made to the home. We have spent approximately {$60000.00} on two new bathrooms, new floors, fixtures, countertops, etc. Rather than dig out all my old banking records she encouraged me that the process would be easier in two weeks. I called Mr. Cooper today, two years and one day from my original mortgage note of XX/XX/XXXX and was told now that I am one day over the two year mark, I now have to obtain 65 % loan to value instead of 80 % I would have needed two weeks ago. Now they are telling me that there is nothing they can do as these are XXXX XXXX regulations. Had I not called my loan servicer and been misled I would agree with them. However, I called them looking to obtain their process to drop my mortgage insurance and was told since I was under 2 years I would need to provide all of the information regarding all the improvements but if I just waited two weeks then this wouldn't be necessary. Their answer was misleading they should have finished with " but be aware if you wait you will now be required to get to 65 % instead of 80 % ''. My mortgage insurance is {$150.00} per month. Their misleading information and encouragement to wait ( I'm guessing the individual I spoke with didn't want to take the time to go over my improvements ) will cost me an extra {$9900.00} over the next 5 years which is when you get to the next loan to value tier. I asked to speak to a supervisor and they claim she will call me but nothing we can do except to say we are sorry their representative didn't give me the correct information. In other words, it's okay to lie or just say you are sorry that their representative gave me misleading information but it's XXXX XXXX rules nothing they can do now. Unethical and unfair to me as a consumer.
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I legally applied for mortgage assistance during the pandemic. I have since caught up all of my non-payments and my mortgage loan is current. My home mortgage has now been sold several times. It has now increased over $ XXXX with the explanation being that there is a {$3500.00} shortage in my escrow account. I don't understand how this shortage occurred. The previous loan holder was Mr Cooper. It is now with RightPath Servicing. The monthly increase is a hardship for me. I also requested that the loan be in my legal name, not my former married name. I was told that they couldn't change the loan name unless I refinanced and that they were a servicing company not a mortgage finance company. How do I get my loan back to a mortgage company? How do I decrease the payments? How do I get the loan in my legal name?
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I been trying to pay additional principal payment to mr cooper. The payments kept getting reverse so i chat with mr. cooper agent. The agent told me i need to call bank and see if there is any issue. I called my bank. The bank agent told me there is no issue. so I called mr copper. basically telling me to try again call got dropped so i try again to chat with differenct agent. same thing happened telling me to try again. I tried many times already.
Company Response:
State: MD
Zip: 20770
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper has NOT applied funds they received on XX/XX/23 from the NY Homeowners Assistance Fund to my mortgage. They did the same thing in XXXX of last year. Kept the money ( accruing interest for themselves ) and then sent it back to NY in XXXX of last year. It has been 8 months of my life trying to get this mess resolved. I have pages and pages of notes to both Mr Cooper and Homeowners Assistance Fund. The gross unprofessionalism and inefficiencies of Mr Cooper is unacceptable. It is truly a shame that we are all held XXXX to these companies. Mr Cooper has so many complaints on various sites including the XXXX.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A