Date Received: 2023-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I AM REQUESTING OMBUDSMAN OR BANKRUPTCY DEPARTMENT TO CORRECT MY ACCOUNT AS MY BANKRUPTCY CASE XXXX IS STILL OPEN. MR COOPER SYSTEM IS INACCURATELY REPORTING THAT MY BANKRUPTCY CASE CLOSED ON XX/XX/XXXX. STILL, MY ACCOUNT WAS MODIFIED DURING BANKRUPTCY XXXX XXXX FOUR YEARS AGO WITH ME PAYING ON TIME UNTIL COVID 19 NATIONAL DISASTER. HOWEVER, I AM IN GOOD FINANCIAL STANDING AND QUALIFY FOR TRIAL MOD AND MET ALL THEIR REQUIREMENT STILL, THE INVESTOR THAT OWNS MY NOTE IS IGNORING MY FILE TO PUT ME IN HARMS WAY DESPITE PROVIDING FINANCIAL DATA TO THEM SEVERAL TIMES. I RECIEVED A LETTER AN XXXX SINCE XXXX AND RECENTLY A XXXX LETTER LETTER DATED XX/XX/XXXX FROM MR COOPER STATING A RESPONSE APPROVAL FOR TRIAL MOD BY XX/XX/XXXX. YET, MY ACCOUNT IS STILL PENDING GOING ON 9 MONTHS TO INTENTIONALLY PUT ME AND MY FAMILY IN HARMS WAY FORECLOSURE DESPITE 3 TIMES EMAILING PROOF OF {$22000.00} PER MONTH INCOME. I EVEN OFFERED TO PAY MR COOPER {$20000.00} OVER THE PHONE TO CATCH UP MY ACCOUNT AND THEY REFUSE MY MONEY PREFERRING TO FORECLOSE MY ACCOUNT. SINCERELY, XXXX XXXX XXXX XXXX XXXX VETERAN WITH HONORS
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, In XX/XX/XXXX My husband and I were experiencing financial problems due to loss of income. I reached out to XXXX XXXX XXXX XXXX in XX/XX/XXXX. I was then Two months behind on my Mortgage. I was able to receive funds from XXXX XXXX XXXX Ohio that would pay my Mortgage Company XXXX the two months in rears and make my Mortgage payments until XXXX of XXXX. In XXXX of XXXX XXXX sold our Loan to RIGHTPATH AKA NATIONSTAR Mortgage Company. I started to receive Mortgage Statements from RIGHTPATH In XXXX stating that I was past due on my account. At the time I did not think anything of it, I just thought that the Funding from XXXX XXXX XXXX had not been applied to RIGHTPATH and that it would eventually be caught up. I keep receiving past due statements. The second week in XXXX I contacted XXXX XXXX XXXX XXXX and told them the Mortgage was sold. They instructed me to send them the Good bye letter from XXXX and the Welcome letter from RIGHTPATH. The person I spoke to said to do this immediately or else it could be Months before it would be resolved. I sent these two items immediately along with RIGHTPATHS latest Mortgage Statement. A month went by and RIGHTPATH was still not receiving the funds from XXXX. I did a three way call with XXXX and RIGHTPATH in XXXX. I explained everything to them I was assured by the agent at RIGHTPATH that they were going to Straighten everything out. In XXXX I called RIGHTPATH to make my regular mortgage payment and I am unable to do so because RIGHTPATH is telling me they never received the Federal Funds from XXXX and that my Mortgage is {$8000.00} behind. They gave me a name of a Dedicated Loan Specialist that was handling my account and told me that she would call me. She never called me. I keep calling RIGHTPATH in XXXX and XXXX and I ask them if they received the money from XXXX? No, they said we have no record of any transfers. The gave me the name of another Dedicated Loan Specialist ( XXXX XXXX ) he was suppose to call me the following Monday and never did. Now I'm getting upset and call RIGHTPATH in beginning of XXXX and expressed my anger, they tell me there sending a EMAIL to XXXX and he will call you Monday. Its now XX/XX/XXXX XXXX has not contacted me and I received a Letter from Mr. Cooper ( A sister Company ) stating my loan has been referred for foreclosure. So today I called the Consumer Finance Protection Agency and spoke to an Advocate, her and I did a three way call to XXXX to find out when they sent the funds to RIGHTPATH. The rep at XXXX had to get with Acquisitions and Transfer team to research when funds were sent and write an internal E-mail to RIGHTPATH. I was told by XXXX XXXX XXXX that I will be helped in the order I was received and that the only way I would get priority is when our house would go to Sherriff Sale, only then would I become a priority. So in closing, I have been making numerous phone calls to all three parties involved, I am ready to resume my monthly payments and have XXXX, XXXX and XXXX payments saved. I think that RIGHTPATH should be the ones trying to find these missing funds instead of me, also XXXX XXXX XXXX should not put consumers in this situation where they are at risk of losing there home and destroying our credit. Thank you
Company Response:
State: OH
Zip: 44144
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As a least sophisticated consumer, it has been brought to my attention the bad faith dealing and unfair and deceptive ways I have been deceived about the way my loan was processed for 16 months before the sale of my home, and for 7 years afterward. XXXX XXXX XXXX transferred my loan to your company in XXXX of XXXX knowing that I had 23 late payment fees transferred, which should have stated I owed deferred late fees of {$1200.00} but your company allocated {$990.00}. Your company failed to onboard the loan until XX/XX/XXXX, and I had no one to take my XX/XX/XXXX payment due XX/XX/XXXX. Your company then proceeded to act in a predatory fashion and serviced my loan as a planned default, not allowing any assistance or modification at all, nor allowing me to sell my home without filings to avoid damaging the value of the home. XX/XX/XXXX, your company generated a welcome letter that contained the XX/XX/XXXX bill, not mailing it until the last few days of XXXX which was received by mail by myself on XX/XX/XXXX, causing a late fee of {$56.00}, service fees for delinquent payment of {$100.00} and causing me to pay another {$9.00} to be able to pay the bill immediately that day to which I was forced to pay on the phone, to no fault of my own that I was forced into predatory charges of {$170.00}, and that your company charged me sometimes twice for phone pay charges. This happened every month until XX/XX/XXXX, when I paid for my XXXX payment billed on XX/XX/XXXX. My XXXX billing was dated XX/XX/XXXX, and was delinquent XX/XX/XXXX, not XX/XX/XXXX, when your company claimed I was 60 days past due and in default on my mortgage. Then you charged me another {$110.00} for service fees claiming I was delinquent over 30 days for XX/XX/XXXX upon the payoff of the loan on XX/XX/XXXX, when that payment was made 26 days after the XX/XX/XXXX billing date on XX/XX/XXXX, accepted by your company XX/XX/XXXX. You charged me {$960.00} for unearned late, service, and phone pay fees on top of overcharging me for unearned lender fees for reversed advances never made to XXXX XXXX XXXX. All of this happened while knowingly overcharging me for interest based on an overstated principal debt amount. You failed to apply for my final payment as per the required payment allocation of principal, interest, and escrow before any adjustments, or other charges, first depleting the amount of interest collected by {$200.00} and only refunding that amount with a check for {$180.00} and not claiming this interest refund on the XXXX IRS Mortgage Interest document in box 3. This act left {$15.00} of interest not credited promptly nor allocated to interest collection at all while it has sat in suspense for 7 years and 9 months, leaving the loans payment only partially paid/credited, causing me almost a decade of negative and false reporting to my credit files but in a XXXX XXXX. More than that, you failed to credit my entire final payment before making any adjustments. Your firm, specifically XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, and outside Counsel XXXX XXXX all knew this while I did not in XXXX. Due to my lack of understanding your companys outside counsel made a false claim I was just changing my claims, no error corrections were made much less disclosure that the internal payment history claimed your company made a late fee payment allocation that was damaging claiming I paid for XXXX late fees in lines XXXX. XXXX XXXX sent your outside XXXX a XX/XX/XXXX payment history that fraudulently concealed the actual {$11000.00} allocated by Nationstar to late fee payments and she unlawfully altered the payment history by deleting every single charge for late, service and phone pay fees internally starting at line 12. The XXXX CFPB Consent order supersedes RESPA 1024 which claims your company does not have to service the loan. It does not place a time constraint on correcting the inaccurate payment allocation and lack of full final payment crediting, and the closing out of the suspense account. That is until the requirement expires on XX/XX/XXXX, which is what I understand your assistant general counsel and outside counsel are stalling to reach. Your original detail report used output code Q which shows everything and the XX/XX/XXXX report used code B which fraudulently conceals service fees, and both conceal advance disbursement payment reversals. Your XXXX payment history completely concealed the actual entries in the internal payment history and conceals all service fees charged to me outside of the unearned late and lender fees and conceal that {$15.00} of interest remains held with my payment toward XXXX reversed advance payments in suspense. I am asking one last time for Mr. Cooper to honor the XXXX orders required mandated corrections defined on pages XXXX of the consent order and please correct inaccurate crediting and payment allocation in my mortgage account in lines XXXX of my final payment of {$170000.00}.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/, I called XXXX XXXX, loan officer at Mr. Cooper to see if my husband and I could be " pre approved '' for a residential home loan, which in a recorded call he took a verbal application for lending, ran both our credit reports and approved a pre qualification letter materially misrepresented as " Pre Approved ''. We were offered one loan product, conventional with 5 % down and a XXXX amount of closing costs, being under the understanding that no further litigation was occurring for a previous loan as of that date. On the same date, the company 's outside counsel filed a motion for restraining order to restrain me from settlement negotiation this same counsel invited in a recorded phone call, so on XXXX XXXX XXXX with the possibility of a new judgment, I was forced to cancel the verbal application and revoke our approval for further credit checks and to prevent any further forward actions under pending loan XXXX. XXXX XXXX XXXX after never receiving a cancellation of the pre qualified verbal lending application as of the date this application was cancelled both verbally and in writing for two days till XX/XX/2023, XXXX in origination took my call and told me unfortunately Mr. Cooper was not legally allowed to cancel any application for lending and I understand he stated that it would remain pending for 5 years.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I reached out to my mortgage company regarding my year end tax statement. According to their records I payed significantly more in interest during XXXX than I had in XXXX. I have a fixed interest rate and pay additional principal each month. When I looked at my monthly statements I noticed that the amount of interest paid was no where near what was reported in tax statements. I reached out in XXXX and spoke to a live person over the phone. I received an email saying I would get an answer within 15 days. I have not received any communication since then. My mortgage company is nationstar mortgage llc
Company Response:
State: OK
Zip: 748XX
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice on XX/XX/XXXX that servicing of my loan would be transferring to a new servicer. The letter is dated XX/XX/XXXX. This was the sole notification I received. The effective date is XX/XX/XXXX. The letter states that my old servicer, Union Home Mortgage will stop accepting payments received XX/XX/XXXX and beyond. I have a payment due XX/XX/XXXX. I attempted to set up a login with the new servicer, Nationstar Mortgage LLC d/b/a Mr. Cooper, with the loan number provided and their online access did not recognize the loan number. Additionally their customer service line wouldn't connect me with a representative because it does not recognize my loan number. I have 1 week to make arrangements to get the payment to the new servicer, with whom I can not set up an online account, and can not reach a representative via their customer service telephone line. They do offer the mailing address for the new loan servicer, but due to security concerns and inconsistencies with XXXX, I do not want to remit payment to them via check by mail, nor does it seem correct to mail a large payment to a company that can not demonstrate to me that they are in possession of my home loan. The letter does state " XXXX XXXX law, during the 60 day period following the effective date of the transfer of the loan servicing, a loan payment received by your old servicer on or before it's due date may not be treated by the new servicer as late, and a late fee may not be imposed on you. '' However, this then requires me to make payment on my loan EARLY, by special arrangement to my existing servicer before the loan is fully transferred, assuming the borrower has the funds available. If I make normal payment, it will be rejected by the current servicer per the cutoff date rendered above. The statement does not give a 60 day allowance for late payments to the new servicer due to inability to set up proper payment, and no information or stipulation is mandated to the two servicer to give the borrower to provide sufficient lead times for them to make such arrangements. The transfer of loan servicing is obviously done with some financial incentive for the loan companies at the detriment and expense of the borrower. I assume some financial gain is made by the loan companies on either side of the transaction, of which the borrower does not benefit at all. In fact, the transfer is arduous to the borrower, who is left with the administrative burden of setting up a relationship with the new servicer, ensuring payments are made on time, ensuring insurance companies have been properly notified, and in the following year additional tax forms to cover the entire year from both loan servicing companies. They are also solely held responsible for the consequences of late or missed payments.
Company Response:
State: VA
Zip: 23669
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made my XXXX payment. On XX/XX/XXXX was the first communication I received saying my payment was not made. My mortgage company Mr. Cooper is refusing to reimburse me the nsf fee. Their IT dept can show I logged frequently to check the status of my XXXX payment as the payment never debited my account. The Mr. Cooper homepage showed my account current for two weeks. The mortgage company provided no information that the payment was not made till after the payment was considered late. As a consumer I had no communication or was even given the opportunity to rectify the matter before penalties occurred
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm a new customer for Mr. Cooper ( AKA Nationstar Mortgage LLC ) whose mortgage loan was purchased by Mr. Cooper, via XXXX XXXX, from XXXX XXXX XXXX XXXX on XXXX. At this point I had already paid my first Mortgage payment to XXXX XXXX XXXX XXXXXXXX. Additionally, my loan with XXXX XXXX had a sales Incentive subsidy that the home builder paid for as a incentive for me to buy the house. This subsidy was part of the original mortgage loan contract and was told that it was also transferred to Mr.Cooper as is. Upon first email contact by MrCooper on XXXX, I started planning to pay off the loan with Mr. Cooper. On XXXX, I requested a payoff quote from Mr. Cooper website. I had was also in discussions with a Mr. Cooper customer service Rep called XXXX of Louisiana who set up a quote for payment by XXXX XX/XX/2023. I explained that I needed it to be delayed to XXXX XXXX so I could get to the bank for the wire transfer. XXXX said no problem but to add a day of interest to cover the delay. So, I wired the " quoted '' amount plus a days interest ( {$68.00} ) to Mr. Cooper, which they received. I called a Rep 2 days later to see if my funds were received. They had but, they said I needed a new quote to cover deficient funds. It was not told to me how much more I needed so I wired {$230.00} to cover the second quote ( {$25.00} ) and 3 days of interest to arrive on XXXX. The second wire arrived but was applied to my account and the previous larger wire funds was not applied to my account because of another deficiency. I much later found out that the deficiency was not for interest but for a subsidy of + {$7900.00} that Mr.Cooper wanted to retain but their Quoting System correctly subtracted it from the mortgage payoff quote. Discussions went on for another month and Mr.Cooper Payoff Dept would not approve any further quote payoffs and they never called or contacted me once to explain the problem. I finally got a Rep that finally got my original wire transfer returned to me almost a month after it was wired to Mr.Cooper. She has also been my advocate to discover what happened and explained to her own people why I should have my first quote honored as of XXXX XX/XX/2023 with no futher interest charges beyond that date. We even attempted a third quote on XXXX without success and those funds were wired back to me on XXXX XX/XX/2023. Because of my inability to get Mr. Cooper to accept a quote payoff from me without any direct contact with me as to why I was having a problem, I have not made any mortgage payments on my account except the first one on XXXX.
Company Response:
State: TX
Zip: 75189
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We got accepted for a grant of {$50000.00}, we also applied to PA housing finance agency for a rescue bridge loan, combined together it will bring the mortgage back on track. Unfortunately we have reached out to our servicing company for months to send a complete breakdown of the total due ( escrow/ insurance payment, breakdown of all legal fees, ) PAFA requested that in a reinstatement letter to move forward with the loan. We have made numerous calls and emails since XXXX and to this date ( XX/XX/2023 ) no response from servicer and their Attorney. I have called and emailed their attorney to no avail!!! Company is giving us the runaround, we explained that we needed that letter to get the loan and the Grant. We also told them that we had to get another hearing because of their negligence we got denied for the loan and lost the {$50000.00} grant that we worked so hard to get. If they wouldve given us that letter with all the breakdowns we couldve been back on tract and moving forward with our lives and our home. Because of their negligence we are about to loose everything. We even had the Atterney that was appointed by PAHF for the disbursement of the grant reached out to the servicer Attorney via email and he as well never received a response back for months now!!!! We did everything right to move forward but now we are about to loose our home because of their negligence. We also questioned the hight amount due ( $ $ $ ) for legal fees that makes no sense to us and the grant attorney. Theres a cap on legal fees, under act 91 and act 6, its extremely concerning that the amount is over {$12000.00}. They still havent responded to our demands, they avoid our request for a breakdown of those legal fees. Please help us get this investigated, this company needs to get Audited. We did everything to resolve this issue and are getting ignored. I have full proof of their negligence. They will make us loose our home. If you need proof I can email all communications from myself, the grant Attorney XXXX XXXX ( XXXX ) and XXXX XXXX ( PAFA ). Please feel free to reach out to me, this is time sensitive. My husband is a XXXX Veteran & served his country with pride, now we ask that his Country will help him back in return. Thank you
Company Response:
State: PA
Zip: 18360
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing because I am unhappy, frustrated and wholly dissatisfied with my interactions with Nationstars Loss Drafts Department as it is holding my insurance checks hostage. Nationstar ( Mr. Cooper ) purchased my mortgage in XX/XX/2022 from my original mortgage company, XXXX XXXX. I received a notification letter informing me of the transfer. My home experienced water damage in XX/XX/2022 after a pipe broke. I immediately contacted my insurance company, XXXX XXXX, who subsequently sent a water mitigation company and then a repair company. After I sent the first check from XXXX XXXX to be endorsed by Nationstar, I received a letter in the mail informing me that Nationstar required a property inspection after repairs were completed. Whilst I was okay with the inspection, I was not at all okay with paying the cost of the inspection. What feels especially egregious about the fee ( s ) for the inspection ( s ) is that they are added to the principle of my mortgage balance which means I am paying interest on them. When I called to discuss this, I was made to go through an endless, confusing, automated phone tree where I rarely had the chance to speak to an actual human, and if I did they were either rude and unpleasant or based outside the U.S. with minimal English fluency. I am still trying to complete the repairs to my home. XXXX XXXX issued me two additional checks which were also addressed to Nationstar and at this time, it appears as though Nationstars Loss Drafts Department is holding my checks hostage. The last time I provided a check for endorsement, I was told I needed to send over the check and the adjustors worksheet and would receive it back in 2-5 business days. This time, I submitted the checks and the adjustors worksheets sent with each check. Instead, I received a phone call from XXXX XXXX who informed me that I would also need to provide the estimates from each of the companies that performed the repairs. I sent those over. She then stated that unless I paid for an inspection, she would not be sending the funds. Holding the checks from my insurance company hostage like this is unacceptable. I am writing to launch a complaint because as stated, I did not choose this mortgage company and did not give my consent to any of these policies and currently their refusal to issue me those funds is making it so I can not repair my home. At this time, I am still making payments on my mortgage in a timely manner and I have never had a single late or delinquent payment.
Company Response:
State: AZ
Zip: 85719
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A